PATRICIA KOTUBA
Hamilton,ON
Summary
Dynamic Head of Operations with a history of leading transformative customer service programs and improving key performance metrics. Seeking to bring a customer-first approach and a passion for service excellence. With a career dedicated to creating outstanding customer experiences and drive business success.
Overview
19
19
years of professional experience
Work History
Director of Operations Canada
ALLREDI BLAST & ABRASIVES
10.2023 - Current
- Responsible for the development and deployment of branch operational strategy
- Provides day-to-day operational leadership to Allredi' s regional locations and coaching and mentoring to the branch managers
- This includes inside sales, customer service, warehousing, delivery, and branch service technicians
- Responsible for the coaching, leading, and implementation of continuous process improvements that increase employee engagement, enhance customer experience, and simultaneously drive down operating costs
- Provide leadership in the areas of real estate and facility management, logistics, and strategic sourcing in alignment with organization goals and objectives
Director of Customer Service
ALLREDI BLAST & ABRASIVES
03.2023 - 10.2023
- Implemented Customer First Approach to all the branches across Canada
- Deployment of first customer satisfaction survey to all customers in 2023
- Fostering accountability, collaboration, and continuous improvement with the Customer Service Team across Canada
- Project Manager for implementation of new ERP System (Sage X3)
- Develop and coach customer service team
- Escalation points for customers, sales and operations team
- Proactively identifying customer needs
Operations Manager
SIEMENS CANADA
08.2021 - 03.2023
- Overall accountability for the day-to-day management of the Operations team in Digital Industries, Customer Service
- Fostering a ground-up culture of accountability, collaboration, and continuous improvement to the day-to-day operations of service team, returns and call center
- Improve customer experience through development of personnel and process
- Recommend, implement, and execute continuous improvement activities through the implementation of change management processes, and best practices
- Collaborate with internal groups to support stakeholder relationships
- Leading projects to bring new tools and efficiencies to our customers and internal partners
Pricing Manager
SIEMENS CANADA
10.2018 - 08.2021
- Leading a Team of two Pricing Analysts, the team supports approximately 350M of revenue
- Trusted Business Partner managing approx
- 15M annually in Ship & Credit rebates
- Lead strategy and process efficiencies in ad-hoc and day to day Pricing activities
- Leading Projects to bring new tools and efficiencies to business units
- Global Agreement Partner for Canada
- Compliance Ambassador for Digital Industries
Senior Pricing Analyst
SIEMENS CANADA
10.2017 - 09.2018
- Deployment and training of the Product Management and Sales Team of new processes for the annual pricing adjustment activities
- Trusted in interviewing/hiring of new employees
- Consultation and implementation of the strategy and quotation process for special pricing contracts
- Strengthen relationships with our channel partners through implementation of new processes
- Contributed to company mission statement, guiding principles and logo that launched to Digital Industries Canada September 2019
- "Digital Industries One" Module Lead Optimization Project 2019
Pricing Analyst
SIEMENS CANADA
07.2013 - 09.2017
- Lead of the Annual Pricing Adjustment
- Managed functional inbox- responding to Distributor and Internal inquiries, issues regarding pricing
- Pricing Project Module Lead- Operational Efficiency
- Deployment and Training of new pricing tools
- Ad hoc Analysis
- Material Master coverage for vacations
- Maintenance of Pricing Contracts in SAP and Jigsaw
Order Management
SIEMENS CANADA
08.2008 - 06.2013
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
- Resolving customer complaints, managing database records
- Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible
- Provide pricing and availability upon customer request
- Tracking customer back orders to ensure they are fulfilled in a timely manner
- Accounts Receivable
Customer Service Advisor
BIWAY CORP
10.2006 - 12.2007
- Managed multiple Customer Accounts
- Tracking Deliveries to ensure they are received on time and are accurate
- Preparing Customs Documents for Shipments going to the U.S
- Issuing new print designs for customer orders
- Point of Communication between Logistics and Purchasing to ensure material availability for order fulfillment
- Training colleagues on software and tools
- Point of contact for customer service department for special projects
- Assisting sales associates with day-to-day needs
- Involved in deploying SAP order management module
Education
Bachelor of Arts -
MCMASTER UNIVERSITY
OPERATIONS AND SUPPLY CHAIN MANAGEMENT -
UNIVERSITY OF TORONTO
04.2025
Human Resource Management - Professional Relationship Skills
SHERIDAN COLLEGE
04.2000
Skills
- Excellent writing and communication skills
- Analytical thinking
- Problem solving
- Initiative in planning
- Self-motivation
- Attention to detail
Languages
English
Full Professional
Training Acknowledgements
- Siemens Top Talent Recipient, 03/01/21
- Development Center Training, 09/01/19
- Coaching at Siemens, 06/01/19
- Human Resource Management, Sheridan College, 12/01/99, 04/01/00
Accomplishments
Siemens Top Talent Graudate
Timeline
Director of Operations Canada
ALLREDI BLAST & ABRASIVES
10.2023 - Current
Director of Customer Service
ALLREDI BLAST & ABRASIVES
03.2023 - 10.2023
Operations Manager
SIEMENS CANADA
08.2021 - 03.2023
Pricing Manager
SIEMENS CANADA
10.2018 - 08.2021
Senior Pricing Analyst
SIEMENS CANADA
10.2017 - 09.2018
Pricing Analyst
SIEMENS CANADA
07.2013 - 09.2017
Order Management
SIEMENS CANADA
08.2008 - 06.2013
Customer Service Advisor
BIWAY CORP
10.2006 - 12.2007
Bachelor of Arts -
MCMASTER UNIVERSITY
OPERATIONS AND SUPPLY CHAIN MANAGEMENT -
UNIVERSITY OF TORONTO
Human Resource Management - Professional Relationship Skills
SHERIDAN COLLEGE
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