Hema Sharma
Brampton
Summary
Adept at operations management and critical thinking, I spearheaded process optimizations at Metelix Products, enhancing output significantly. My knack for active listening and conflict resolution fostered team dynamics and customer loyalty. Expert in CRM, ERP and data analysis, my strategic insights drove informed decisions, achieving notable cost savings and efficiency improvements.
Overview
7
7
years of professional experience
Work History
Production Controller
Metelix Products
08.2020 - Current
- Increased output by identifying bottlenecks and implementing effective solutions for process optimization.
- Prepared job order documents and gave timely approvals.
- Monitored inventory use and adjusted inventory control techniques.
- Reviewed job orders and adjusted schedules for timely delivery.
- Worked with managers to plan and coordinate production tasks.
- Coordinated with inventory managers to plan deliveries around production schedules.
- Trained new employees in various departments and safety standards.
- Reviewed production plans to identify and report potential risks.
- Evaluated employee performance, providing feedback and coaching for continuous improvement of individual skills and team dynamics.
- Implemented lean manufacturing principles, reducing costs while maintaining product quality standards.
- Coordinated with suppliers to secure favorable pricing agreements, driving cost savings without sacrificing quality.
- Improved communication within the production department through the implementation of daily huddles and status update meetings.
- Played a key role in continuous improvement initiatives, actively participating in Kaizen events targeting specific areas of opportunity within the facility.
- Collaborated with cross-functional teams to align production plans with customer requirements.
- Enhanced production efficiency by streamlining processes and implementing improvements in workflow management.
- Created and implemented tracking systems to monitor progress and meet deadlines.
- Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows.
- Planned production schedules, taking employee production rates, company needs and seasonal changes into account.
Market Research Analyst
MJ Staffing Solution
09.2021 - 09.2023
- Utilized advanced analytics tools to interpret complex datasets, identifying patterns and trends that informed strategic decisions.
- Regularly updated management on project progress using well-structured written reports.
- Collected and analyzed data on customer demographics, preferences, needs and buying habits to identify potential markets and factors affecting product demand.
- Analyzed survey data and generated insights by importing data sheets from survey projects into survey analysis software.
- Prepared reports of findings by illustrating data graphically and translating complex findings into written text.
- Gathered data on competitors to analyze prices, sales and methods of marketing and distribution.
- Advised clients on best practices for data-driven decision making based on thorough understanding of their specific industries and competitors'' activities.
- Increased client satisfaction with actionable insights gained from in-depth customer behavior studies.
- Streamlined data collection processes by implementing efficient survey methodologies.
- Developed customized questionnaires for various research initiatives, ensuring relevant results were collected efficiently and accurately.
- Collaborated with cross-functional teams to develop comprehensive market research reports for decision-making purposes.
- Enhanced market intelligence by conducting thorough research and analysis of industry trends.
Customer Service Representative
VIPAR Bookkeeping Solutions Ltd.
02.2018 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor of Education -
GURU Nanak Dev University
INDIAPost-Baccalaureate Diploma - Inventory Management, Purchasing, Business Analyst
Northern College of Applied Arts And Technology,
Toronto, ON07-2021
Masters of Industrial Chemistry -
GURU Nanak Dev University
India05-2018
Skills
- Operations management
- Excellent problem-solving skills
- Critical thinking
- Active listening
- Conflict resolution
- Complaint handling
- Microsoft outlook
- Call center operations
- Customer relationship management (CRM)
- Data collection
- Time management
- Multitasking Abilities
- Organizational skills
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Timeline
Market Research Analyst
MJ Staffing Solution
09.2021 - 09.2023
Production Controller
Metelix Products
08.2020 - Current
Customer Service Representative
VIPAR Bookkeeping Solutions Ltd.
02.2018 - 03.2020
Bachelor of Education -
GURU Nanak Dev University
Post-Baccalaureate Diploma - Inventory Management, Purchasing, Business Analyst
Northern College of Applied Arts And Technology,
Masters of Industrial Chemistry -
GURU Nanak Dev University
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