Sarvesha Ashee MUNGUR

Core Competencies

• Bilingual Communication: Fluent in English and French (spoken and written); maintained professional communication standards across all channels
• Client Relations: First point of contact for bilingual vision care and pharmaceutical clients (ECPs, retail outlets, wholesalers, hospitals, pharmacies); strengthened client relationships through personalized solutions and prompt issue resolution
• Inquiry & Order Management: Skilled in resolving routine and complex inquiries regarding orders, product availability, pricing, credits, returns, and promotions; processed high-volume orders via phone, email, fax, and EDI systems
• ERP/EDI Systems: Proficient with Salesforce, SAP/JDE, and EDI platforms; troubleshot order issues, updated shipment statuses, and ensured accurate fulfillment
• Customer Service Excellence: Delivered exceptional service across multi-channel support; consistently met performance metrics in fast-paced environments; improved satisfaction rates and increased repeat business
• Process Improvement: Identified recurring issues, escalated appropriately, and implemented corrective actions; contributed to revenue growth through upselling, outbound calls, and feedback loops
• Team Collaboration: Partnered with Sales, Operations, Logistics, and Accounts Receivable teams to ensure client satisfaction and seamless operations
• Technical & Analytical Proficiency: Strong MS Office skills (Excel, Outlook); detail-oriented problem solver with experience in IT support, database management, and troubleshooting
• Regulatory Compliance: Familiar with Health Canada and internal credit/return policies; prepared credit requests, RMAs, and product complaints in compliance with regulations
• Training & Development: Participated in ongoing training programs (EDI Kickouts, VCOM, product knowledge) to stay current on systems, policies, and compliance requirements

Technical Skills

• Database Management: SQL, Microsoft Access, MySQL; maintaining and updating digital records with accuracy
• ERP/CRM Systems: Salesforce, SAP/JDE, EDI platforms; troubleshooting order issues and ensuring smooth operations
• Productivity Tools: Microsoft Office Suite (Excel, Outlook, Word, PowerPoint), OneNote for documentation and knowledge sharing
• Technical Support: First-line IT support for staff; hardware/software troubleshooting, system updates, and user training
• Networking Basics: LAN/WAN setup, VPN configuration, and TCP/IP fundamentals
• Cloud Platforms: Microsoft Azure, SharePoint, OneDrive, Google Workspace
• Cybersecurity Awareness: Data protection practices, antivirus tools, and password management
• Documentation: Creating user guides, technical manuals, and support notes to streamline IT processes

• Produced and revised documents efficiently using advanced word processing systems.
• Designed secure documentation management systems to enhance workflow efficiency.
• Demonstrated meticulous attention to detail in organizing data and maintaining accurate records.
• Provided bilingual customer care, assisting clients with document-related inquiries in English and French.
• Edited documents to enhance readability and ensure compliance with guidelines.
• Proofread and edited investigation reports, correspondence, and written materials in both languages for accuracy, grammar, and clarity.
• Ensured consistency and professionalism in bilingual documentation.
• Delivered exceptional bilingual customer service in person and over the phone.
• Handled inquiries and complaints professionally, resolving issues with adaptive solutions.
• Assisted bilingual customers with navigating services, products, and policies.
• Managed customer accounts, updated information, and resolved discrepancies in both languages.
• Responded to public inquiries with professionalism, creating a welcoming experience.
• Handled complex or escalated bilingual customer issues, improving retention and trust.
• Promoted company services and products in bilingual formats to increase engagement.
• Processed customer feedback in both languages and relayed insights to management.
• Typed and formatted investigation-related documents (case summaries, reports, correspondence) in English and French.
• Organized, filed, and maintained bilingual investigation records with proper indexing.
• Inputted case details and findings into bilingual case management systems.
• Designed and updated bilingual templates, forms, and checklists for investigations.
• Coordinated distribution of finalized reports in both languages to stakeholders.
• Assisted in preparing bilingual presentations, briefing materials, and reports for hearings.
• Ensured confidentiality in handling sensitive bilingual communications and case files.
• Drafted clear correspondence and managed spreadsheets for calculations to maintain office efficiency.
• Responded to client inquiries and drafted bilingual messages to ensure seamless communication.
• Efficiently managed document handling using office equipment (fax machines, copiers, scanners).
• Installed hardware components and troubleshot software issues, including Microsoft Word and Excel.
• Created and managed spreadsheets to track trends and performance.
• Converted audio files into written reports for supervisory assessment.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for documentation, reporting, and presentations.
• Skilled in database management systems (e.g., Access, SQL-based tools) for accurate record-keeping and data retrieval.
• Experienced with cloud-based applications (OneDrive, Google Drive, SharePoint) for secure file storage and collaboration.
• Utilized case management and CRM systems to update records, track inquiries, and manage customer accounts.
• Conducted bilingual data entry and reporting using specialized applications to ensure accuracy across languages.
• Familiar with project management tools (e.g., Microsoft Teams, Trello, Asana) to coordinate tasks and streamline workflows.
• Applied advanced formatting and editing features in word processing applications to produce professional bilingual documents.
• Operated scanning/OCR software to digitize and index documents for easy retrieval.
• Used communication platforms (Zoom, Microsoft Teams, Slack) to support bilingual meetings and presentations.
• Experienced in troubleshooting office IT systems, including printers, network connectivity, and software updates.
• Leveraged data visualization tools (Excel charts, Power BI, Google Sheets) to present operational trends and performance metrics.
• Designed bilingual templates and forms using productivity applications to standardize documentation processes.
• Applied confidentiality and security protocols in digital communication and document management systems.
• Collected operational data and analyzed performance trends.
• Communicated analysis results and reports clearly to bilingual audiences.
• Provided guidance and support to court visitors, ensuring smooth experiences.
• Established strong client relationships through professionalism and attentive problem-solving.
• Developed rapport with repeat customers through tailored bilingual service.
• Enhanced customer satisfaction by maintaining consistent service standards.
• Resolved escalated customer issues promptly, reinforcing trust and loyalty.
• Boosted company reputation through exceptional customer service, resulting in increased repeat business.

Bilingual Front Desk & Administrative Support Member Engagement & Retention Team Collaboration Facility Support

Professional Experience

Bilingual Customer Service & Communication

• Greet and assist gym members in English and French, fostering a welcoming and inclusive environment.
• Deliver bilingual support via phone, email, and in-person interactions, ensuring efficient resolution of member inquiries and concerns.
• Provide clear guidance on membership inquiries, class schedules, and facility information for both French and English-speaking members.
• Translate promotional materials, schedules, signage, and announcements to enhance accessibility and inclusivity.
• Demonstrate empathy, cultural awareness, and professionalism when handling member feedback, complaints, or special requests.
• Manage front desk operations including member check-ins, class bookings, and facility access with accuracy and professionalism.
• Process membership applications, renewals, and account updates using internal systems while maintaining confidentiality.
• Handle bilingual communications (phone calls, emails) ensuring timely and effective resolution of issues.
• Maintain accurate records and assist with membership sign-ups and renewals.
• Build rapport with diverse clientele to foster a welcoming and inclusive environment.
• Support member retention by addressing concerns and providing personalized solutions in their preferred language.
• Promote fitness programs and services by clearly communicating benefits tailored to cultural preferences and individual needs.
• Collaborate with team members to ensure smooth daily operations and support bilingual communication across departments.
• Act as a liaison between staff and non-English-speaking members to ensure clear and respectful communication.
• Contribute bilingual insights during meetings and training sessions to support team initiatives.
• Assist in onboarding new bilingual staff and translate training materials when needed.
• Uphold cleanliness and safety standards throughout the front desk area and assist with facility inspections.
• Provide bilingual guidance on equipment usage, gym etiquette, and safety protocols.

Technical Skills & Knowledge

• Software & Systems: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Google Workspace, CRM systems, membership management software.
• Communication Tools: Zoom, Microsoft Teams, Slack, VoIP phone systems, email platforms.
• Data Management: Record keeping, database entry, account updates, and reporting with attention to accuracy and confidentiality.
• IT Knowledge:
  Basic troubleshooting of office equipment and software.
  Familiarity with POS systems, scheduling software, and digital booking platforms.
  Knowledge of data privacy protocols and secure handling of member information.
  Ability to adapt quickly to new technologies and support staff in using digital tools.

Technical Support & IT Systems Management

• Operated and monitored computer systems to ensure optimal performance, uptime, and security.
• Conducted routine system checks, proactively identifying and resolving technical issues to minimize downtime.
• Implemented troubleshooting strategies that reduced system downtime and improved overall efficiency.
• Streamlined data reporting processes, reducing turnaround time for critical information delivery.
• Developed and maintained documentation for operational procedures, enhancing workflow efficiency across departments.
• Led initiatives to strengthen system security protocols, safeguarding sensitive organizational data.
• Trained junior operators on equipment usage, troubleshooting techniques, and IT best practices.
• Coordinated with IT teams to ensure smooth workflow and cross-department communication.

IT Support Officer- IT Department

• Troubleshooting: Diagnosing and resolving software, hardware, or network issues for employees.
• Installation and configuration: Setting up and installing new hardware, software, operating systems, and peripherals like printers.
• System maintenance: Performing routine maintenance, system updates, and monitoring network performance to prevent issues.
• User support: Responding to technical requests, answering user questions, and providing guidance in person, over the phone, or via email.
• Hardware management: Repairing or replacing damaged hardware and managing asset logs.
• Security: Installing and updating antivirus software and assisting with patch management to ensure security compliance.
• Documentation: Creating and updating documentation for known issues and solutions, and logging all service requests.

Common duties for IT Support Officer

• Setting up user accounts and permissions.
• Managing and supporting communication platforms and remote work tools.
• Training employees on how to use new hardware and software.
• Testing and evaluating new technology before implementation.
• Coordinating with third-party vendors for repairs or replacements.

Skills and qualifications

• Strong technical knowledge of computer hardware, software, and networks.
• Excellent problem-solving and diagnostic abilities.
• Good communication and customer service skills to effectively assist users.
• Ability to work independently and as part of a team.

Document Processing & Data Management

• Created, formatted, and managed technical and administrative documents with high accuracy and clarity.
• Digitally archived documents, ensuring secure storage, compliance, and easy retrieval.
• Optimized data analysis processes using advanced spreadsheet formulas for efficiency and accuracy.
• Maintained a high level of accuracy in data entry tasks, improving overall data quality.

Customer Service & Bilingual Support (English & French)

• Delivered high-quality bilingual customer service in English and French, ensuring clear communication and client satisfaction.
• Acted as the primary point of contact for bilingual clients, resolving inquiries with professionalism, empathy, and efficiency.
• Provided bilingual technical support, assisting users with IT and document-related issues promptly and effectively.
• Enhanced customer loyalty by offering timely solutions, courteous service, and clear communication across both languages.
• Transcribed and documented client interactions with accuracy to meet organizational and customer requirements.
• Built strong client relationships by fostering trust and understanding through culturally sensitive communication.
• Handled complex inquiries and complaints bilingually, de-escalating issues and delivering effective resolutions.
• Educated customers on technical processes and product usage in English and French, improving comprehension and reducing repeat inquiries.
• Consistently delivered service excellence, exceeding expectations with knowledgeable, professional, and supportive assistance.
• Facilitated smooth collaboration between bilingual clients and technical teams, ensuring efficient cross-department communication.

Technical Skills

• Systems Monitoring & Troubleshooting: Ensured optimal performance, uptime, and security of computer systems.
• Proactive Issue Resolution: Conducted routine system checks and implemented corrective actions to reduce downtime.
• Data Management: Created, formatted, and archived documents securely; optimized data analysis with advanced spreadsheet formulas.
• Workflow Optimization: Streamlined reporting processes, reducing turnaround time for critical information delivery.
• Security Protocols: Strengthened system security, safeguarding confidential and sensitive organizational data.
• Documentation: Developed operational procedure manuals to improve workflow efficiency across departments.
• Training & Collaboration: Trained junior operators and coordinated with IT teams for smooth project execution.
• Technical Support: Provided timely IT assistance, resolving hardware, software, and system-related issues.
• Software Proficiency: Skilled in Microsoft Word, Excel, and Adobe Acrobat Professional.

Document Preparation & Management

• Created, formatted, and managed reports, correspondence, and presentations with meticulous attention to detail.
• Proofread and edited documents to ensure accuracy, clarity, and adherence to organizational standards.
• Translated documentation (English ↔ French), ensuring consistency and bridging communication gaps.
• Assisted in creating bilingual content for internal and external communications.

Procurement Support

• Typed, edited, and formatted procurement documents (purchase orders, contracts, RFQs, supplier correspondence).
• Entered and maintained procurement data in databases and spreadsheets (inventory, vendor info, pricing).
• Generated procurement reports (purchase summaries, cost analysis, supplier performance, stock status).
• Drafted official letters, memos, and emails to suppliers and internal stakeholders.
• Organized and maintained procurement files for compliance and easy retrieval.
• Proofread procurement policies and procedures for clarity and compliance.
• Prepared meeting materials and agendas for procurement staff.
• Ensured confidentiality and secure handling of sensitive procurement information.

Bilingual Customer Service (English & French)

• Delivered high-quality customer service via phone, email, and in-person interactions.
• Acted as the primary point of contact for bilingual clients, resolving issues with professionalism and empathy.
• Supported accessibility and inclusion by communicating effectively with diverse clientele in their preferred language.
• Provided accurate product/service information in both languages to foster trust and satisfaction.
• Managed bilingual customer feedback, identifying opportunities for service improvements.
• Built strong client relationships, fostering loyalty and repeat business.
• Assisted with translation of communication materials to ensure clarity and consistency.

Administrative Support

• Managed schedules, coordinated meetings, and handled sensitive information with discretion.
• Streamlined office operations by ensuring efficient communication with bilingual clients.
• Translated and reviewed administrative documents and meeting notes for accuracy in both languages.
• Collaborated with bilingual teams to support cross-functional coordination and efficiency.

Technical Skills & IT Proficiency

• Documentation Tools: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Google Workspace, and advanced writing tools.
• Data Management: Skilled in data entry, spreadsheet management, and database systems for procurement and customer service tracking.
• System Administration: Supported IT teams with software updates, system enhancements, and troubleshooting.
• Hardware & Asset Management: Conducted periodic upgrades, replacements, and maintenance to maximize hardware performance.
• Reporting & Monitoring: Generated detailed reports on system operations, error monitoring, and resource allocation.
• Backup & Recovery: Ensured seamless execution of disaster recovery procedures, restoring systems quickly after incidents.
• Compliance & Security: Adhered to industry standards for data protection and privacy policies.
• Process Optimization: Streamlined documentation and data management processes for efficient retrieval and storage.
• Technical Support: Processed service requests from internal and external customers, ensuring timely resolution.

IT Intern - IT Department

• Technical support: Provide help desk support to employees, troubleshoot hardware, software, and network issues, and assist with user account management (e.g., password resets).
• System maintenance: Assist with the installation, configuration, and maintenance of computer systems, software, and hardware.
• System and network support: Help with system backups, network maintenance (like running cables), and monitoring system performance.
• Documentation and administration: Maintain accurate IT documentation, logs, and inventories. May also involve administrative tasks like updating spreadsheets or presentations.
• Project assistance: Participate in and support IT projects, which can include system upgrades, software testing, and the implementation of new systems like cloud infrastructure.
• Security support: Assist with cybersecurity efforts by monitoring systems for threats and helping to implement security measures.

Financial Transactions Management

• Processed and recorded financial transactions with precision, ensuring compliance with company policies.
• Maintained accurate financial records, including receipts, invoices, and transaction logs, for easy retrieval.
• Supported tax compliance by categorizing and recording accounts receivable transactions for filings.
• Assisted in financial audits by preparing documentation and evidence for internal and external review.
• Contributed to month-end close processes by managing general ledger entries and reconciliations.

Invoice & Payment Management

• Generated, verified, and tracked invoices for bilingual clients, ensuring accuracy and timely payments.
• Recorded incoming payments (checks, wire transfers, credit cards) and applied them correctly to accounts.
• Managed partial payments, overpayments, and discrepancies with efficiency and accuracy.
• Reduced turnaround time by streamlining invoice tracking and payment posting processes.

Debt Collection & Account Monitoring

• Monitored outstanding payments and followed up with bilingual clients in English and French.
• Maintained updated records of due dates, amounts, and communication history for overdue accounts.
• Negotiated payment plans tailored to client situations, balancing assertive collection with empathy.
• Resolved disputes by investigating discrepancies, reconciling accounts, and liaising with internal teams.
• Reported collection status to management, highlighting trends and challenging accounts.

Bilingual Client Communication & Relationship Management

• Delivered professional, clear communication in both English and French across calls, emails, and notices.
• Fostered positive client relationships by combining assertive collection practices with flexibility.
• Provided bilingual customer support for billing, invoices, and payments, ensuring high satisfaction.
• Liaised with clients to gather information and deliver adaptive solutions in both official languages.
• Supported accessibility and inclusion by tailoring communication to diverse bilingual clientele.

Documentation & Reporting

• Drafted, edited, and formatted financial documents with meticulous attention to detail.
• Maintained confidentiality while handling sensitive financial and client information.
• Prepared reports including aged receivables, cash flow statements, and expense tracking summaries.
• Documented all client interactions, agreements, and follow-ups for transparency and accountability.

Legal & Regulatory Compliance

• Ensured debt collection practices adhered to consumer protection laws and regulatory standards.
• Followed proper procedures for unpaid debts, including referrals to agencies or legal action.
• Stayed informed of evolving laws to maintain compliance in financial operations.

Data Entry & Accuracy

• Processed high volumes of data entries with precision, ensuring integrity across multiple systems.
• Verified and corrected data to prevent duplication or degradation.
• Scanned and stored documents in databases for secure record-keeping.
• Conducted audits to identify discrepancies and implemented corrective actions.
• Developed streamlined workflows that improved efficiency and reduced project turnaround times.
• Implemented quality control measures, enhancing data reliability and reducing errors.

Cross-Departmental Collaboration

• Partnered with internal teams to resolve billing errors and ensure seamless financial processes.
• Collaborated with cross-functional teams to support projects requiring accurate financial data.
• Coordinated with procurement, customer service, and IT departments to align financial operations.

Technical Skills

• Financial Systems: Accounts receivable, ledger maintenance, invoice tracking, debt collection software.
• Data Management: Database updates, spreadsheet management, auditing, workflow optimization.
• Documentation Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Google Workspace.
• Compliance: Knowledge of consumer protection laws, tax documentation, audit preparation.
• Languages: Fluent in English and French, with strong bilingual communication and translation skills.

IT Support Intern - IT Department

• Provide technical assistance to users via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and applications.
• Document technical issues, solutions, and user guides.
• Help with system maintenance, user account management, and system backups.
• Assist with larger IT projects, such as equipment upgrades or infrastructure maintenance.
• Escalate complex problems to senior IT staff.