Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Mariam Youssouf

Pierrefonds,Quebec

Summary

Knowledgeable and dedicated Customer Service professional with extensive 10 years experience in different companies. Committed to maintaining professional relationships to increase profitability and drive business results.


Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

10
years of professional experience

Work History

Solotech Inc
Montreal, Quebec

PURCHASING COORDINATOR
01.2022 - 09.2022

Job overview

  • Reconcile customer material billing
  • Maintain daily inventory reconciliations
  • Reconcile invoice to purchase order price variances
  • Process purchase requisitions and purchase orders
  • Track and report material backorders from vendors
  • Analyze data and forecast requirements with vendors
  • Set up, plan, and coordinate with vendors
  • Maintain and create detailed reports
  • Track and trace freight
  • Perform internal inventory audits
  • Complete ad hoc reporting and data entry as needed
  • Other duties as assigned
  • Monitored all purchase requisitions and handled adjustments with vendors.
  • Created purchase orders

Servicorp Industrial Supplies
Montréal, Québec

CUSTOMER SERVICE SPECIALIST
01.2014 - 01.2018

Job overview

  • Managed over 30 customer calls per day via email, fax or phone.
  • Process orders, review for accuracy using different software such Sage, Netsuite and Microsoft Dynamics 365.
  • Maintain data associated with above tasks, print daily orders report and revue to make sure all orders were handled by warehouse.
  • Perform quotes for new and existent customers, assist with product inquiries.
  • Back up to any administrative position as required.
  • Contact customer with any questions/problems relating to an order including but not limited to: clarification of order request, problems with stock availability, tracking of shipped orders, general customer inquiries, issues, complaints.
  • Follow up on all customer emails relating to orders, items and other requests.
  • Forward calls and/or requests verbal or email to the appropriate person.

Sears Canada Inc
Montréal, Québec

ESCALATION SUPERVISOR
04.2015 - 01.2018

Job overview

  • I delivered wow and I received wow recognition letters from customers
  • Mentor and assist frontline agents via phone queue
  • Coach CSC agents regarding questions, escalations, system problems, knowledge gaps
  • Track agent questions by type and frequency in a central tracking tool, to inform approach to training and performance management by Operations Team Leaders
  • Identify agent needs and development areas to provide peer to peer feedback to team members
  • Model best practice behaviors while coaching using various methods, such as skills practice, mentoring, taking conference calls including customer and agent first level.
  • Manage the majority of escalated calls into the call centre (transferred in from frontline agents)
  • Drive an enhanced customer experience by handling escalated customer issues with empathy and resolve to address root cause issues - own the customer
  • Manage the follow through on customer issues independently by liaising directly with store and/or field associates
  • Follow, model and coach to the WOW Quality
  • Handle inbound customer calls as assigned based on service level need
  • Serve as the voice of Sears, spending the time on the front lines of our customer experience
  • Correspond with customers across phone, email, and social media
  • Troubleshoot and resolve customer issues with the highest care
  • Share customer feedback to continuously improve Sears experience
  • Contribute to a positive, caring, and creative team culture

Fido Communications
Montréal, Québec

CUSTOMER SERVICE CONSULTANT
09.2014 - 04.2015

Job overview

  • Commit to offering an outstanding customer service experience by connecting and building rapport with a wide variety of customers;
  • Actively listen to customers, ask the right questions, and offer solutions (products and services) which cater to customer needs;
  • Drive the sale of Fido products and services by consistently meeting/exceeding individual sales targets;
  • Be at ease working in a structured and goal-oriented environment (sales, call duration, quality, customer retention);
  • Complete accurate transactions in an effective and precise manner with an attention to detail;
  • Adapt and deal effectively with a wide variety of situations and assist with complex customer issues by providing favorable solutions;
  • Take ownership to resolve issues from the beginning to end and efficiently resolve issues during the first contact;
  • Incorporate feedback on a regular basis, to improve your personal and professional development;

Sears Canada Inc
Montréal, Québec

CALL CENTER REPRESENTATIVE
02.2013 - 08.2014

Job overview

  • Answer incoming calls in a courteous and professional manner;
  • Handling customers inquiries and complaints for orders, invoices, deliveries delays, etc.;
  • Sell additional services by recognizing opportunities to up-sell products and sears MasterCard;
  • Place orders or review existing orders efficiently and accurately;
  • Help on the floor for the new hired representatives,
  • Assist in reset passwords sears.ca accounts; document all calls
  • Work on off- phone calls (Outbound) and outbound e-mails for technical troubleshooting, orders issues, deliveries delays and issues, etc,
  • Send order's billings information to customers as required by e-mail or mailing addresses;
  • Negotiate damage merchandises by offering compensation to customers, or to re-order whatever cost less
  • Maintains current and accurate procedure for returns, or exchange merchandises by using manual pick-ups, or send note to the retail stores to contact customers for retails orders
  • Managerial and Financial Training Center (MFTC) – Jeddah, Siteen Street

Education

Helwan University, Lycée La Liberté

Diploma of College Studies from Equivalence

Skills

  • COMPUTER SKILLS
  • Microsoft office suite: Word, Excel, Power Point, outlook
  • Internet (Mailing, Surfing, Browsing, Downloading & Uploading)
  • Operating system as installing Window XP, Windows Vista, Windows 7 and Windows 10
  • Corrective Actions
  • Rewards Programs

Accomplishments

  • Oracle Netsuite (Service that enables companies to manage all key business processes in a single system, manage inventory, to keep track of financials, to host eCommerce stores, and to maintain customer relationship management (CRM) systems)
  • AS400 for activating Sears MyAdvantage card
  • CyberSource (E-commerce credit card payment system management company
  • Customers process online payments, streamline online fraud management, and simplify payment security)
  • Clear Destination Abbreviation: ClearD (the first home delivery application that provides complete details on customer’s home delivery, and to track their home deliveries).

Timeline

PURCHASING COORDINATOR

Solotech Inc
01.2022 - 09.2022

ESCALATION SUPERVISOR

Sears Canada Inc
04.2015 - 01.2018

CUSTOMER SERVICE CONSULTANT

Fido Communications
09.2014 - 04.2015

CUSTOMER SERVICE SPECIALIST

Servicorp Industrial Supplies
01.2014 - 01.2018

CALL CENTER REPRESENTATIVE

Sears Canada Inc
02.2013 - 08.2014

Helwan University, Lycée La Liberté

Diploma of College Studies from Equivalence

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Mariam Youssouf