Cindy Armand
Mississauga
Summary
Leader in customer service, adopter and initiator of organizational change with an agile mindset in providing out of the box solutions to complex challenges or problems. Successful in delivering qualitative results with almost a decade in the field.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Bilingual Customer Success Manager
Stealth Monitoring
10.2022 - 01.2024
- Identified and connected with over 200 key stakeholders in various positions within each assigned location.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Mitigated customer issues and monitoring incidents within assigned parameters with high level of customer satisfaction.
- Prioritized and managed several open issues while working with cross departmental resources.
- Considered financial impact, operational impact and customer experience impact of decisions and actions both on internal and external customers.
- Maintained understanding of company products and technology platforms to better support customers and resources.
- Developed and identified understanding of customer use and product value at each location and across book of accounts.
- Drove and completed over 500 calls per quarter on assigned proactive calling and outreach campaigns designed to reinforce customer experience and perceived value of product and services.
- Identified and executed fifteen thousand ($15,000) on upsell opportunities and leverage outside sales teams as needed to increase product penetration at locations.
- Enhanced client retention rates through proactive account management and timely issue resolution.
- Provided system training and onboarding for over 30 clients remotely.
- Diagnose, research, identified and troubleshoot some basic technical for customer generated requests.
Bilingual Administrative Assistant
Facility Plus
02.2020 - 01.2022
- Outsourced technicians from coast to coast, of all trades by using Google search engine and other EDI resources to provide services such as, but not limited to, electrical, janitorial, plumbing, handyman, and HVAC.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French languages.
- Ensured accuracy of financial records by assisting with invoicing duties and reconciling discrepancies as occurred within accounts payable/receivable process.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Processed customer service orders accurately and within agreed timeframes to meet service standards.
- Offered outstanding customer service in client service and business to business environment.
- Interacted with 70 vendors, on average, contractors and professional services personnel to receive purchase orders, direct activities and communicate instructions.
- Streamlined communication for French speaking customers, providing accurate translations of company policies and product information.
- Answered up to 80-100 calls per day in busy, fast-paced office for both English and French-speaking customers
Bilingual Order Desk Coordinator
Skyway LTD
08.2015 - 02.2020
- Received and processed 30-50 orders via telephone, email, and fax, utilizing Outlook and EDI primarily for both English and French clients.
- Analyzed production specifications using various tools, charts, and schedules in Excel.
- Generated and maintained item codes in system for accurate record-keeping.
- Coordinated with relevant internal departments to schedule production tasks and ensure timely order fulfillment.
- Monitored production progress and coordinated with Shipping Department to arrange deliveries.
- Assisted in raw material planning by collaborating with procurement teams and other departments to follow up on inventory.
- Prepared customs documentation for shipments to U.S. and liaise with customs brokers as needed.
- Reviewed order details for accuracy and forward pricing information to Accounting Department.
- Managed inventory levels of raw materials and shipping materials to optimize production efficiency.
- Supported development of Standard Operating Procedure (SOP) documents as required.
- Assisted Manager with preparing reports and maintaining documentation.
- Ensured compliance with OHSA regulations and company policies, procedures, and safety protocols.
Skills
- Master of Excel, and Advanced Formulas
- Certified in Modern Project Management Office 365
- Salesforce Management
- Customer Advocacy
- EDI Software Proficiency, PowerBI, Maximizer,
- Business Analysis and Reporting
- DataTrans Solutions, TrueCommerce, SAP
- Fluent in English and French
- Effective and Confident Communicator
- Cross-cultural awareness
- Negotiation and Conflict Resolution
- Problem-solving aptitude
- Self-Directed and calm under pressure
Education
High School Diploma -
North Albion Collegiate Institute
Toronto, ON12.2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bilingual Customer Success Manager
Stealth Monitoring
10.2022 - 01.2024
Bilingual Administrative Assistant
Facility Plus
02.2020 - 01.2022
Bilingual Order Desk Coordinator
Skyway LTD
08.2015 - 02.2020
High School Diploma -
North Albion Collegiate Institute
Accomplishments
Recipient of the 2022 LUV award by Stealth Monitoring, excelled in a select group of 25 CSM account managers.