Daisy Mahulo
Kitchener,ON
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Success Specialist
Transplus Software Company
Kitchener, Ontario
09.2023 - 11.2024
- Provided comprehensive support for businesses and users of the Tranplus application, ensuring smooth operation and user satisfaction.
- Utilized a ticketing system (SAP) to log, prioritize, and resolve customer issues within established SLAs.
- Remotely accessed user servers and workstations to troubleshoot and resolve technical and software-related issues.
- Diagnosed and resolved issues with the TPCom system, ensuring users’ email systems functioned correctly, including assisting with the setup and troubleshooting of Multi-Factor Authentication (MFA).
- Assisted with GPS tracking issues by ensuring third-party integrations were functioning correctly, confirming data pulling intervals, and verifying that software credentials were up-to-date.
- Troubleshot stuck processes in the application by entering and executing SQL queries, restoring functionality and minimizing downtime.
- Assisted with creating user credentials, maintaining user lists on servers, and managing access rights to ensure security and proper authorization.
- Provided support through phone calls, emails, and intercom online chat, addressing user queries and technical issues in a timely and professional manner.
- Delivered personalized training and technical guidance to clients, supporting seamless software integration with third-party applications.
- Documented resolutions, created user-friendly guides, and contributed to the knowledge base for common support requests.
- Collaborated with internal teams, including developers and QA, to address recurring challenges and improve system performance.
- Fostered strong client relationships by delivering prompt, effective solutions and maintaining a high level of customer satisfaction.
Customer Service/Parts Specialist
Hitachi Truck Manufacturing
Guelph, ON
03.2023 - 08.2024
- Process parts orders, purchase orders and sales in the system(BAAN,GLOBAL-E, Geodis).
- Provide quotes and pricing to customers.
- Backorder tracking and recovery; advise missing parts have been tracked in the system.
- Source parts for non-stock and out of stock, to fill orders.
- Process and follow up on purchase orders to maintain billing and aging targets
- Escalate any customer, inventory, delivery issues to direct report to expedite resolution
- Assist in reporting/transfers for replenishment of other depot
- Assist the team with cycle counts and review required adjustments with team
- Identify fast moving and critical truck parts to assist with growing inventory.
- Backorder tracking and recovery; advise missing parts have been tracked in the system.
- Confirms accuracy and packages shipments in a way to insure the safe and intact arrival to destination.
- Prepare Carrier Bill of Ladings (BOLs) as required; for the carriers to come and pick up the packages.
- Prepare shipping and customs documents in order to send packages with the right information.
- Transfer parts to branches as required.
- Working shift work including weekends as necessary
- Process and follow up on purchase orders to maintain billing and aging targets.
- Escalate any customer, inventory, delivery issues to direct report to expedite resolution.
- Assist in reporting/transfers for replenishment of other depot.
- Assist the team with cycle counts and review required adjustments with team.
- Identify fast moving and critical truck parts to assist with growing inventory.
- Prepare shipping and customs documents in order to send packages with the right information.
Order Entry Specialist
ABB
Edmonton, AB
09.2020 - 10.2022
- Maintains and reports on activity in cogs clearing ensuring sales order activity in Excel (cogs side) is properly accounted for
- Updating information in business system and status reports, obtaining and storing correspondence and documentation
- Make recommendations regarding the order entry process and procedure to improve the effectiveness of the department that will ensure a positive customer experience
- Various other sales and support functions within the team Ensures the reconciliation of orders received with quotes already issued or with price lists
- Verify Sales Order accuracy (part numbers, pricing, discounts etc.) for all orders coming through Salesforce to allow order execution in the system Maintain various documents and database records (Salesforce, SAP) as required.
- Provide timely support to the outside sales team by creating quotes, purchase orders, and finalizing customer transactions as requested.
- Complete order management including data entry, procurement, expediting.
- updating backorder reports in business system and status reports.
- Ensures the reconciliation of orders received with quotes already issued or with price lists and origin of product issued.
- Performs order entry in SAP and all communication and planning with the Production Planning team and the Customer directly.
- Maintain various documents and database records (Salesforce, SAP) as required
Custom Service Representative
All Weather Window
Edmonton, AB
01.2018 - 06.2019
- Establish new customer accounts and maintain existing accounts as required
- Provide first level administrative support to the sales channel & external customers Review and process Sales initiated requests for products, services, equipment
- Ensure completeness and closure for service orders as requested Conduct customer account reviews and Coordinate with Sales Support and Accounts Receivable for applicable credit checks and ensure adherence to Company policy Coordinate the billing requirements: verification / validation for billable labour and services
- Maintain various documents and database records (Salesforce, SAP) as required Provide open order and account reconciliation reports to sales managers upon request
- Provide training and support as required on Salesforce Challenge existing practices and identify areas for process improvement Other sales administration duties as required Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements
- Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement
- In addition, ensuring all Accident Prevention Program (APP's) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
Customer Service Representative
Blue Water Group
Edmonton, AB
02.2017 - 12.2018
- Servicing existing customers Handling service inquiries Booking installations Expediting orders Producing and controlling returns Credits and repair orders Addressing customer concerns Assisting in quotations and pricing for the sales team if needed Communicating with shipping Handles complex inquiries independently, utilizing strong listening and problem-solving skills
- Works effectively with people, maintaining pleasant telephone manner
- Thrives in a busy environment
- Conducts research and analysis to determine the root of problems
- Strong attention to detail, organizational skills, and the desire for continuous learning is needed to meet the expectations of this role
- Assumes ownership of the position and accountability for information relayed
- Demonstrates advanced customer service skills on a daily basis
- Proficient computer skills Excellent time management skills Ability to communicate professionally and courteously Sales and or building construction experience would be an asset
Facility and Client Representative
Government of Alberta (Alberta Protocol Office)
Edmonton, AB
03.2014 - 08.2016
- Interacting with clients utilizing the meeting and conference facilities/venues at Government House OR the 10th and 11th and Basement Floors (B041/B070) of the Edmonton Federal Building
- Supports events by being on site during the event
- Work mostly independently onsite with established policies, procedures and processes
- Interacts with contactors and ensures the contracted services are provided as specified (i.e
- Working with catering staff)
- Interact with both internal and external stakeholders: internal stakeholders include senior level GOA officials and GOA ministry staff
- External stakeholders include public visitors, politicians, diplomats, dignitaries, service providers, contractors and volunteers.
Education
Some College (No Degree) - Business Administration
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ONSkills
- Proficient in Microsoft Excel, Word, Power Point
- Proficient in SAP/Oracle/BAAN
- Excellent communication skills, both verbal and written
- Strong organizational skills
- Detail oriented, with an aptitude for quality inspections, inventory counts, procedures, and documentation
- Demonstrated analytical and problem-solving skills
- Able to work with minimum supervision in a fast-paced environment
- Operating systems
- Remote support
- Ticket management
- Maintaining Quality Assurance Standards
- CRM software
- Customer onboarding
- Technical troubleshooting
- Process optimization
- Cross-functional coordination
- User training
- Software installation
- User credential management
Timeline
Customer Success Specialist
Transplus Software Company
09.2023 - 11.2024
Customer Service/Parts Specialist
Hitachi Truck Manufacturing
03.2023 - 08.2024
Order Entry Specialist
ABB
09.2020 - 10.2022
Custom Service Representative
All Weather Window
01.2018 - 06.2019
Customer Service Representative
Blue Water Group
02.2017 - 12.2018
Facility and Client Representative
Government of Alberta (Alberta Protocol Office)
03.2014 - 08.2016
Some College (No Degree) - Business Administration
Conestoga College Institute of Technology And Advanced Learning
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