Microsoft Programs: Word Excel; Power Point; Outlook
Holli Young
Ottawa
Summary
A dynamic Service Operations Analyst with a proven track record, I excel in operational excellence and teamwork. My expertise in business analysis and customer service significantly enhanced service delivery and operational efficiency, achieving notable improvements in customer retention and billing accuracy. Skilled in data analysis and process optimization, I consistently drive growth and streamline operations.
Overview
11
11
years of professional experience
Work History
Service Operations Analyst
Otis Canada
04.2023 - 09.2024
- Developed comprehensive reports for senior management, highlighting key achievements and opportunities for growth within the service operations department.
- Improved customer retention rates by addressing their concerns promptly and providing tailored solutions to meet their needs.
- Maintained compliance with industry standards and regulations through regular audits and reviews of existing protocols.
- Created dashboards to monitor and track key performance indicators.
- Responded to customer requests for products, services, and company information.
- Sought ways to improve processes and services provided.
- Procured materials.
- Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
- Streamlined administrative processes by implementing efficient filing systems and digital record-keeping methods.
Administrative Coordinator
Otis Canada
09.2021 - 03.2023
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Coordinated large-scale events, ensuring smooth execution and positive attendee feedback.
- Supported human resources staff with new hire orientations.
- Collaborated with cross-functional teams to ensure accurate and timely billing for all products and services provided.
Customer Care Associate
Ottawa Logistics Fulfillment
10.2018 - 08.2021
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
- Optimized billing processes by implementing efficient invoicing and payment tracking systems.
- Updated documentation, reports, and spreadsheets with financial information.
Scale Operator/Data Entry Administrator
Cascades Recover+
07.2013 - 08.2018
- Operated weigh scales and issued tickets when necessary.
- Facilitated effective communication between scale house, yard personnel, and management to ensure seamless operation coordination.
- Assisted in optimizing material flow with proper routing and documentation of trucks entering the facility.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assessed skill gaps for employees and developed training materials to meet identified needs.
Skills
- Operational excellence
- Business analysis
- Incident management
- Workflow optimization
- Service delivery
- Operational efficiency
- Reporting skills
- Data analysis
- Process updates
- Trend modeling
- Reporting
- Teamwork and collaboration
- Customer service
Software
Salesforce; Jira; CRM; ServiceNow; Workday; JDE
Timeline
Service Operations Analyst
Otis Canada
04.2023 - 09.2024
Administrative Coordinator
Otis Canada
09.2021 - 03.2023
Customer Care Associate
Ottawa Logistics Fulfillment
10.2018 - 08.2021
Scale Operator/Data Entry Administrator
Cascades Recover+
07.2013 - 08.2018
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