NORMA S. ROUSSEL
Keswick,ON
Summary
Dedicated and highly skilled bilingual customer service professional with over 20 years of experience providing exceptional support in both French and English (verbal and written). Adept at handling customer inquiries, resolving issues efficiently, and ensuring a positive customer experience. Strong communication and problem-solving skills, with a proven ability to build rapport, foster customer loyalty, and contribute to business success. Detail-oriented, adaptable, and committed to delivering high-quality service in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Bilingual EDI Order Desk
Wahl Canada Ltd.
Markham, ON
09.2012 - Current
- Managed and uploaded vendor orders via EDI systems, ensuring accurate data entry and verifying order details, including product specifications, quantities, pricing, and delivery information.
- Collaborated with marketing and sales teams to address pricing discrepancies, discontinued products, quotes validations and monthly deals.
- Processed invoices, credit card payments, credit notes, and exchanges.
- Assisted the accounting team with French collections to ensure timely payments, generated sales representative reports for month-end reconciliation, and made weekly company deposits at the bank.
- Generated backorder reports and managed the shipment of all backordered items, ensuring timely release and on-time delivery.
- coordinated with the shipping department to track and resolve shipping issues, ensuring accurate and timely delivery.
- Prepared customs documentation for overseas orders entering Canada (commercial invoice, bill of lading, Canada Customs Invoice, packing list).
- Updated various elements in the EDI system, including new product listings, deletions, descriptions, specifications, product codes, SKUs, barcodes, pricing, case packs and vendor data.
- Delivered exceptional verbal and written service to both French and English speaking customers by listening, analyzing issues, and resolving inquiries promptly and professionally via phone, email or walk-in customers.
Bilingual Call Center Representative
St Lawrence Cement Inc
Concord, ON
05.2005 - 01.2007
- Answered an average of 70+ customer calls daily in both French and English, assisting with product inquiries, service issues, account management.
- Entered customer service tickets into the system, accurately documenting inquiries, issues, and follow-up actions.
- Delivered prompt, efficient solutions for customer complaints and service-related issues, ensuring high levels of satisfaction.
- Assisted customers with placing, updating, and tracking orders, ensuring accurate and timely processing.
- Maintained precise records of customer interactions, ensuring proper follow-up and resolution of outstanding issues.
- Managed inquiries through multiple communication channels (phone, email, chat) to provide a seamless customer experience.
- Provided customers with clear, accurate information on products, services, policies, and procedures.
- Collected and documented customer feedback, sharing insights with management team to improve services and resolve common issues.
Bilingual Consumer Relations Coordinator (Contract)
Janes Family Foods Ltd.
Concord, Ontario
03.2004 - 03.2005
- Processed and verified customer orders received through phone, fax, EDI, and email channels.
- Ensured the accuracy of EDI orders, including date validation, pricing verification, and part identification.
- Managed inventory allocation and coordinated shipments across multiple warehouse locations.
- Investigated and resolved order shortages, pricing discrepancies, and potential fulfillment challenges.
- Consolidated orders to maximize freight efficiency and reduce costs.
- Communicated shipment details and addressed delivery-related inquiries from customers.
- Prepared weekly and monthly sales and fill rate reports for the sales team and management.
- Assisted with French-language customer inquiries via phone and email, ensuring timely and effective resolutions.
Skills
- Fluently bilingual in French and English (verbal and written)
- Strong communication skills with the ability to build trusting relationships
- Customer service expertise with a focus on problem-solving and multitasking
- Proficient in EDI systems (Edisoft) and ERP platforms (AccPac, Sage, SAP)
- Skilled in Microsoft Office and other business applications
- Team player with a collaborative and proactive approach
- Punctual, reliable, and committed to excellence
Education And Certifications
- Microsoft Office Certificate - 2000
- Office Administration Diploma - Seneca College - 1998
- Dental Assistant Diploma - Graduated with Honors - CDI College - 1992
- High School Diploma- Cité-Des- Jeunes-A.-M. Sormany, Edmundston N.-B.
Languages
French
Full Professional
Timeline
Bilingual EDI Order Desk
Wahl Canada Ltd.
09.2012 - Current
Bilingual Call Center Representative
St Lawrence Cement Inc
05.2005 - 01.2007
Bilingual Consumer Relations Coordinator (Contract)
Janes Family Foods Ltd.
03.2004 - 03.2005