Luc P. Allard
Pembroke,Canada
Summary
Versatile specialist with results-driven and focused approach to completing work. Skilled leader, planner and problem-solver with several years in the field. Known for excellent attention to detail and great work ethic.
Overview
27
27
years of professional experience
Work History
eCommerce Sales Enablement Specialist (Bilingual)
Wolseley Canada Inc.
Burlington, Canada
10.2024 - Current
- Co-Ordinated and empowered Sales/Marketing and Development teams to be more effective in online sales by providing them with the tools, knowledge, and strategies needed to succeed.
- Setup accesses to online B2C software (Wolseley Express) for all levels of internal and external requirements.
- Assisted in developing and delivering training programs, creating sales enablement materials (presentations, guides, and online team meetings) to surpass sales targets.
- Analyzed sales data to identify areas for improvement across Canada in adopting the online tools to maximize sales.
- Assisted in onboarding Customers, Sales Representatives and Branches toward mapping Purchase Orders to automatically load into the automated Conexiom tool and seamlessly transfer the order information into the AS400 system.
- Maintained weekly meetings to discuss and implement website improvements based on customer feedback all while being proficient in both English and French.
eCommerce Customer Support (Bilingual)
Wolseley Canada Inc.
Burlington, Canada
07.2024 - 10.2024
- Manage incoming calls, emails, Online Live Chats and tickets through Sales Force, Sales Representatives communications and inquiries pertaining to Wolseley Express.
- Navigate Sales leads.
- Provide technical support/training to all levels of internal associates and external businesses in single or team settings.
- Assisted with credit application processes and follow-ups.
Bilingual Customer Service/Logistics Coordinator
World’s Finest Chocolate Canada
Campbellford, Canada
12.2018 - 07.2024
- Manage incoming calls, emails, Online Live Chats, Sales Representatives communications and inquiries.
- Navigate sales leads.
- Process credit applications, orders and payments.
- Supply chain management of chocolate products from warehouses in Canada and US.
- Worked with numerous organizations in packaging, manufacturing and logistics to ensure our Canadian forecasting stock requirements were maintained.
- Planned shipment requirements based on pricing, shipping requirements and insurance needs.
- Organized truckload and LTL across Canada and US.
- Special requests.
- Assisted with company mergers of Lamontagne Chocolate and Humeur Chocolate staff and software.
- Responsible for creating & updating standard operating procedures for work tasks.
- Assisted in maintenance of online websites.
- Worked as liaison with IT in Chicago for Canadian all computer setup, troubleshooting and repairs.
Bilingual Technical Support / Sales
iApotheca Healthcare Inc.
Peterborough, Canada
05.2017 - 12.2018
- Handle all incoming calls, emails, and customer inquiries pertaining to the use and implementation of numerous pharmaceutical software’s, from Narcotic Reconciliations through to Smart Fridge Monitors and even Delivery programs making their day-to-day life easier.
- Assist Pharmacists’ with creating and managing reports from their purchasing and dispensing software’s using screen connection programs while on the phone.
- In collaboration with the marketing department in the creation of their training videos and user guides.
- Up selling and cross-selling existing customers, while expanding pharmaceutical banner subscriptions.
Bilingual -Inside- Sales Manager for Superior Propane
S & P Data
Trenton, Canada
05.2015 - 11.2015
- Supervised, trained and coached 10 associates to answer all incoming calls, emails, and customer inquiries pertaining to the use and implementation of Superior Propane’s services while exceeding the sales targets set forth by the management team.
Queue Management Specialist
Sears Canada Inc.
Belleville, Canada
10.2012 - 07.2014
- Monitored and took action to ensure all CSC associates were adhering to schedule and call control, ensuring all resources were engaged as required.
- Communicated with Operations leadership as appropriate for corrective action.
- Managed all CSC associates (and some HQ) access requests for all software.
- Accountable to continuously monitor in real time all contact center activity, while ensuring actual staffing levels remained balanced with those required to achieve Customer Support Center key performance indicators.
- Worked in compliance with all laws and regulations required by health and safety officials, reported all accidents and took every precaution reasonable to ensure personal safety and the safety of others.
- Provided various AS400, DOS and Java Based Software accesses to all Sears CSC Associates.
Epriser Product Manager
Allpriser Limited
Toronto, Canada
05.2005 - 07.2012
- Assisted customers in both English and French regarding any questions or concerns they were experiencing with Allpriser’s pricing software or electronic catalogs.
- Troubleshooting and resolving technical issues while connected to computers for assistance as required.
- Live Remote Support & Training for Government Offices, Corporations, and Small Businesses.
- Participated in the creation, testing and improvement of Allpriser’s software products.
- Created instructional videos to assist in the installation/troubleshooting and operation of their various software tools.
- Translated all website and literature from English into French as required.
- Communicated technical and content issues to the editorial or software development staff when necessary.
- Responsible for all annual trade shows, and answering all questions and follow-ups.
- Assisted accounting department when required to process customer payments and set up daily bank deposits.
- Processed & allocated daily shipping and receiving of all goods internally/externally.
Credit/Operations Manager/Logistics
Wonderland Eyewear Ltd.
Toronto, Canada
03.2004 - 04.2005
- Responsible for all operations of the company.
- Developed and implemented credit policies and procedures to minimize risk exposure and ensure compliance with company standards and industry regulations.
- Worked with numerous Optical Credit Agencies for better tracking of bad accounts and to ensure customer adherence to payment terms and prepared presentations to identify troubled accounts.
- Accountable for training and booking Sales Representatives with all optical businesses and opticians.
- Acted as liaison with many distributors throughout Europe, to ensure stock requirements and pricing contracts were maintained.
- Shipping, receiving, inventory counts and tracking of optical eyewear.
- Ensured clear communication of contracts between the company and the customers.
Credit & Collection Manager, Quebec Account Manager/Logistics
Allison Canada Inc.
Toronto, Canada
09.2001 - 03.2004
- Oversaw all operations of the company, with particular emphasis on credit and receivable guidance.
- Maintaining inventories and sending or receiving shipments while ensuring stock accuracy.
- Worked with numerous Optical Credit Agencies for better tracking of bad accounts and to ensure customer adherence to payment terms and prepared presentations to identify troubled accounts.
- Accountable for training and booking Sales Representatives with all optical businesses and opticians.
- Acted as liaison with many distributors throughout Europe, to ensure stock requirements and pricing contracts were maintained.
- Tracking of optical eyewear with various shipping companies.
- Ensured clear communication with customers and the company’s representation.
Quebec Account Manager/Collection & Credit Manager/Logistics Coordinator
Berenson Inc.
Toronto, Canada
09.1999 - 09.2001
- Responsible for all collections and credit decisions.
- Worked alongside numerous organizations in furniture hardware, cabinet making, manufacturing and logistics to ensure the store and customer’s stock requirements were maintained.
- Maintained all special requirements of the Québec customers.
- Shipping and tracking of orders.
Customer Service/Outdoor Garden Centre Manager
The Flower Garden
Tottenham, Canada
05.1999 - 09.1999
- Responsible for all customer inquiries and assisted with choosing the perfect arrangement for all occasions.
- Shipping and tracking of orders through FTD.
- Processed customer orders through QuickBooks.
Représentant de Service à la Clientèle, Customer Service Representative
Daisytek Canada Inc.
Markham, Canada
05.1998 - 05.1999
- I worked in the Department of P.F.S. “Priority Fulfillment Services” and had an accuracy rate of 99.5% in handling incoming customer service inquiry calls for the following clients; IBM Media, IBM Print, Hewlett Packard Supplies Direct, EMTEC Data Store Media, EMTEC Pro Media, Steady Systems Canada Inc., as well as overflow Daisytek calls.
- I was also responsible for training all new employees on Daisytek’s customized in-house AS400 system.
Education
O.S.S.D. -
Ecole Secondaire Theriault
degree - Motor Vehicle Mechanics
Northern College
Skills
- SAP
- Conexiom
- Remote Desktop
- GotoAssist Remote Support
- Teamviewer
- ZenDesk
- Connect-Wise
- LogMeIn
- Avaya
- Meridian
- Vonage
- Bell Telephone Systems
- Live Chat
- Microsoft Teams
- Zoom
- Sales Force CRM
- Visual Business Software
- Business Vision 32
- Simply Accounting
- Quick Books
- Computer networking
- Windows 95
- Windows 98
- Windows XP
- Windows Vista
- Windows 7
- Windows 8
- Windows 10
- Windows 11
- AS400
- Blue Pumpkin
- Forecast & Scheduling
- CMS Supervisor
- Microsoft Net framework
- SQL Server CE
- Advanced MS Office knowledge
- Web browsers
- Gmail
- Outlook
- Manipulation of registry nodes
- Installation and removal of computer services through DOS
- Proxy Servers
- Internet Security
- Importing and manipulation of data
- Creation of training procedures manuals
- Remote support
- Multiple Estimating softwares
- Securing programs through TCP & UDP firewall ports
- LinkedIn Learning Certificates
- Sales enablement
- B2C software
- Training development
- Data analysis
- Customer onboarding
- Technical support
- Salesforce management
- Supply chain management
- Project management
- Effective communication
- Team collaboration
- Customer relationship management
- Problem solving
- Attention to detail
- Content creation
- Technical communication
- Coaching and mentoring
- Compliance monitoring
- Stakeholder engagement
- Continuous improvement
- Technical troubleshooting
- Expert problem solving
- Risk management
- Team performance improvement
- Customer relations
- Process optimization
- Expert in [software]
- Knowledge sharing
- Business reporting
- Management collaboration
- Root-cause analysis
- Documentation management
- Quality assessment
- Advanced communication
- Analytical thinking
- Quality assurance
- Troubleshooting techniques
- Vendor relations
- Sales forecasting
- Team leadership
- Key performance indicators
- Troubleshoot service issues
- Adaptability
- Reliability
- Multitasking Abilities
- Problem-solving abilities
- Business ethics
- Active listening
- Decision-making
- Conflict resolution
- Written communication
- Problem-solving
- Organizational skills
- Analytical skills
- Idea development and brainstorming
Hobbies and Interests
- Swimming
- Weight training
- Hockey
- Football
- Baseball
- Reading to excel
References
References are available on request.
Personal Information
Special Courses
- WHMIS
- Registered in First Aid Training
Timeline
eCommerce Sales Enablement Specialist (Bilingual)
Wolseley Canada Inc.
10.2024 - Current
eCommerce Customer Support (Bilingual)
Wolseley Canada Inc.
07.2024 - 10.2024
Bilingual Customer Service/Logistics Coordinator
World’s Finest Chocolate Canada
12.2018 - 07.2024
Bilingual Technical Support / Sales
iApotheca Healthcare Inc.
05.2017 - 12.2018
Bilingual -Inside- Sales Manager for Superior Propane
S & P Data
05.2015 - 11.2015
Queue Management Specialist
Sears Canada Inc.
10.2012 - 07.2014
Epriser Product Manager
Allpriser Limited
05.2005 - 07.2012
Credit/Operations Manager/Logistics
Wonderland Eyewear Ltd.
03.2004 - 04.2005
Credit & Collection Manager, Quebec Account Manager/Logistics
Allison Canada Inc.
09.2001 - 03.2004
Quebec Account Manager/Collection & Credit Manager/Logistics Coordinator
Berenson Inc.
09.1999 - 09.2001
Customer Service/Outdoor Garden Centre Manager
The Flower Garden
05.1999 - 09.1999
Représentant de Service à la Clientèle, Customer Service Representative
Daisytek Canada Inc.
05.1998 - 05.1999
O.S.S.D. -
Ecole Secondaire Theriault
degree - Motor Vehicle Mechanics
Northern College
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