Ouassil Affani
Montreal,QC
Summary
Dedicated professional with demonstrated strengths in client relations, B2B/B2C sales and business growth. Exceptional at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
6
6
years of professional experience
Work History
Order Fulfilment Specialist
Caesarstone
11.2023 - 02.2024
- Analyzed daily reports and efficiently processed purchase orders within 4 hours using Oracle apps, ensuring accuracy and timely completion, resulting in 33% decrease in processing time and 33% improvement in order accuracy.
- Managed inventory effectively by generating purchase orders, creating pick sheets, and overseeing backorder materials, contributing to streamlined operations and 8% reduction in stockouts.
- Fostered cross-departmental collaboration by interfacing with Sales, Distribution Center, Accounts Receivable, Logistics, Supply Chain, and Warranty teams, ensuring seamless communication and customer satisfaction.
- Provided personalized customer service by educating clients on alternative materials, recommending cost-effective solutions, and maintaining high service standards.
- Supported administrative functions by entering and processing purchase orders, work orders, shipping orders, and requisitions, leveraging Oracle apps to enhance operational efficiency and workflow management
Sales Support
Cansel
04.2023 - 11.2023
- Fostered a consistently positive, empathetic, and professional demeanor while interacting with customers, resulting in an increase in customer satisfaction ratings and a 15% decrease in customer complaints.
- Employed multiple communication avenues, encompassing in-person greetings, telephone conversations, email correspondence, live chat interactions, and Salesforce CRM, to effectively engage with clients, resulting in a 20% increase in customer engagement and a 10% improvement in response time.
- Swiftly and accurately addressed customer inquiries, upholding a commitment to prompt and precise solutions, resulting in a 25% decrease in average response time and a 15% increase in first-contact resolution rate.
- Proficiently managed the end-to-end sales order process within the SAP system, overseeing order initiation, workflow progression, comprehensive documentation, and order accuracy.
Client Care Advocate
Seatply
09.2022 - 04.2023
- Persuaded potential customers to purchase items using demos and product samples
- Managed an average of 45 incoming calls, 50 emails and up to 5 visitations per day
- Resolved faulty product complaints with replacement and return policies
- Cooperate with production team to determine and provide accurate delivery dates to customers
- Communicate with clients regarding quotes, new projects or other issues
- Host customers and give them plant tours
- Engage in meetings with production & product development
- Prepare quotes and follow up on new projects with clients
- Organize and attend client visitations to strengthen liaisons and relationships.
Supply Chain Specialist
Brother Canada
11.2021 - 04.2022
- Oversee all incoming sales orders and Hardware Return Approval (RMA) requests, ensuring 98% accuracy rate and 20% reduction in processing time.
- Provide exceptional service by responding clearly and efficiently to customer requests, generating 9% increase in customer satisfaction ratings continuously.
- Keep track of all fines issued by customers, investigating discrepancies to report risks, and proactively finding solutions to reduce that risk, resulting in 30% improvement in risk mitigation strategies.
- Collaborate with logistics, sales, product planning, and finance as well as their supply chain team, to ensure efficient process flow of all orders and returns and minimize impact on customers.
- Prepare weekly reports for clients and internal stakeholders.
- Continuously improve KPIs; productivity and cost savings, order allocation/restrictions, advice on customers' purchasing plan, etc.
Customer Service Agent
Brother Canada
04.2021 - 11.2021
- Live chat with customers and business customers nationwide, providing product knowledge, support, sales, and remote troubleshooting services via Windows and Mac and Mobile
- 3 chat sessions simultaneously
- Process customer/customer emails and account management daily
- Generate sales through sales line on weekly basis
- Extensive knowledge gained in field of printers, sewing/embroidery machines, inks, machine parts and consumables
- Proficiency in various COMPUTER tools such as Oracle OSVC, SAP, MS Office.
Call Center Campaign Agent
Canada Direct - BMO
03.2019 - 05.2021
- Consulted and managed small businesses nationwide, fostering courteous and professional relationships with business owners
- Offered tailored credit card solutions to small businesses, providing ongoing support and follow-up to optimize credit leverage.
- Produced over 75 calls outbound per day through warm & cold leads
Call Center Campaign Agent
Canada Direct - HPE
03.2019 - 05.2021
- Conducted cold calls and prospecting targeting IT decision-makers in Canadian companies, including CTOs, IT Managers, System Administrators, and CIOs
- Leveraged active listening to understand companies' IT infrastructure, identifying upselling opportunities for server solutions, enterprise-grade storage systems, and networking solutions.
- Conducted 30 cold calls daily targeting IT decision-makers, resulting in average of 5 qualified leads per week
Call Center Campaign Agent
Canada Direct - BDC
03.2019 - 05.2021
- Engaged in cold calling Canadian entrepreneurs affected by financial repercussions of COVID-19, providing guidance and support through Canada's Rescue and Advisory Services
- Generated leads and facilitated connections with account managers, aiding businesses in adapting to new COVID-19 standards and challenges.
- Engaged in 25 cold calls daily to Canadian entrepreneurs affected by financial repercussions of COVID-19, resulting in an average of 3 new leads per day for Canada's Rescue and Advisory Services.
Call Center Campaign Agent
Canada Direct - EDC
03.2019 - 05.2021
- Conducted cold calls targeting Canadian exporters during COVID-19 pandemic, identifying exportation challenges and barriers in foreign markets
- Upsold financial solutions and provided premium counsel on navigating foreign markets, ensuring regular follow-up to strengthen client relations.
Assistant Service Supervisor
SUPER C
10.2018 - 03.2019
- Management of weekly and monthly financial activity reports
- Loss prevention/shrink control
- Maintain order and supervision of cashiers
- Counting cash and bank deposit/Inventory tracking on spreadsheet
- Management of courtesy services.
Tech Expert/Advisor
STAPLES
10.2017 - 12.2018
- In-store customer reception and repair of desktops, laptops, smartphones, tablets, printers (4in1, scanners, fax machines, photocopiers), cameras and much more
- Diagnosed and provided detailed failures on faulty technology
- Advised clients on the subject of computer hardware
- Maintenance of computer systems / Removal of viruses/malware on site and remotely
- Diversified expertise in computer hardware/software (Networking; Android/IOS; Windows/Mac.
Education
Bachelor's - Supply Chain & Business Management
Concordia University
Montreal, QC06.2024
Studies Diploma - Law & Society
Vanier College
St. Laurent, QC01.2022
High school diploma -
EMMS
Cavendish, QC06.2013
Skills
- Customer Relationship Building
- Customer Account Management
- Customer Retention
- Training and mentoring
- Staff mentoring & leadership
Languages
English
Native or Bilingual
French
Native or Bilingual
Italian
Limited Working
Arabic
Professional Working
Timeline
Order Fulfilment Specialist
Caesarstone
11.2023 - 02.2024
Sales Support
Cansel
04.2023 - 11.2023
Client Care Advocate
Seatply
09.2022 - 04.2023
Supply Chain Specialist
Brother Canada
11.2021 - 04.2022
Customer Service Agent
Brother Canada
04.2021 - 11.2021
Call Center Campaign Agent
Canada Direct - BMO
03.2019 - 05.2021
Call Center Campaign Agent
Canada Direct - HPE
03.2019 - 05.2021
Call Center Campaign Agent
Canada Direct - BDC
03.2019 - 05.2021
Call Center Campaign Agent
Canada Direct - EDC
03.2019 - 05.2021
Assistant Service Supervisor
SUPER C
10.2018 - 03.2019
Tech Expert/Advisor
STAPLES
10.2017 - 12.2018
Bachelor's - Supply Chain & Business Management
Concordia University
Studies Diploma - Law & Society
Vanier College
High school diploma -
EMMS
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