Summary
Overview
Work History
Education
Skills
Workshopsandcertificates
Volunteer Experience
References
Languages
Certification
Timeline
Generic

Yalixa Gonzalez

Brossard,Canada

Summary

International Business Professional with several performance- and quality-driven years of experience in customer service and sales, with a versatile background in various administrative support functions. Exceptional team collaboration, with a strong ability to manage multiple priorities while maintaining accuracy and compliance. Skilled in streamlining operations, improving productivity, and cross-functional collaboration. Strong work ethic, adaptability, exceptional interpersonal skills. Driven by a passion for continuous learning and successfully navigating change.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Coordinator Compliance Unit. Compliance, Rules & Standards

World Anti-Doping Agency
Montreal, Canada
01.2020 - Current

· Manage the Quality Management System (ISO 9001:2015) of the Agency to ensure compliance with ISO regulations.

  • Conduct internal audits, analyze results, and advice management on actions to take to ensure compliance requirements
  • Provide training to staff on QMS systems and procedures and maintain documentation related to the QMS, including policies, procedures, and records

· Oversee the planning and coordination of ad hoc activities of the compliance Unit

  • Organize meetings, events, and maintain agendas.
  • Work closely with the agency's communication department to maintain and update web content, relevant to compliance.
  • Keep track of compliance procedures timelines

Assistant Executive Office (Code Compliance Unit)

World Anti-Doping Agency
Montreal, Canada
12.2017 - 01.2020

Under the oversight of the Chief Operating Officer coordinate the agency’s activities related to the monitoring of the compliance of Code Signatories.

  • Update the Code Signatories compliance contacts in the agency’s database
  • Provide administrative assistance to the Compliance team (travel authorization, cash advance, per diems, visa request, credit card reconciliations, payment authorization forms, purchase orders)
  • Arrange logistics for meetings of external committee and WADA compliance audits (travel, event, teleconferences, and payments)

Administrative Assistant HR and Corporate Services

World Anti-Doping Agency
Montreal, Canada
04.2016 - 12.2017
  • Provided support to HR and Corporate service Department to ensure the smooth administrative operation of the Agency (maintenance, suppliers, security access, events, teleconferences, and others)
  • Dealt competently and professionally with staff and visitors presenting an appropriate image for the Agency

Fraud Response Officer

CIBC Bank
Montreal, Canada
03.2015 - 04.2016
  • Responded to inquires worldwide from merchants and customers as it pertained to credit card authorization referrals, fraud monitoring and fraud reporting
  • Analyzed and interpreted customer inquiries through well though out judgment and decision-making skills
  • Performed outbound calls to review transactions that became flagged for follow up
  • Practiced active listening and questioning to confirm identity, identify recent customer activity, and obtain security details
  • Multitask through customer accounts using multiple sophisticated network fraud detection software (TS2, Chordian, AS400, Falcon.
  • Fulfilled customer expectations while complying with the bank policies, practices and procedures
  • Created detailed fraud reports by clearly outlining all disputed transactions, including notes to assist Fraud Specialist with the investigations.

Bunker Trader - Marine Sales Management Division

PDVSA (Petróleos de Venezuela)
Valencia, Venezuela
10.2012 - 12.2014

Responsible for sales and trading performance of offshore, ex-pipeline and road truck deliveriy of marine fuel, gas oil and marine lubricants within all Venezuelan coast line.

  • Attended massive consume inquiries of marine fuel for existing clients and key business contacts, maintaining and developing solid relationships to effectively deliver excellent services for customer satisfaction, and to achieve cost savings
  • Optimized procurement, and liaise with other points of contact regarding operations and sales to ensure accurate, timely, and successful fulfillment of customer orders using SAP
  • Assisted/supported management team with ad-hoc duties on a regular bases (presentation, and sales reports)

Marine Lubricant Sales Coordinator

PDVSA (Petróleos de Venezuela)
Valencia, Venezuela
01.2011 - 10.2012
  • Managed and controlled lubricant inventory for daily sales
  • Supervising nationwide of sales representatives team
  • Implemented internal procedure for a 3-month sales forecast report to assure product availability
  • Coordinated and carried out audit visits to assure client’s operations followed under company`s procedures

Lubricant Sales Representative

PDVSA (Petróleos de Venezuela)
Valencia, Venezuela
03.2009 - 12.2011
  • Attended clients from the three major sales districts of the country, including government institutions
  • Visited clients and the most important ports of the country for control and supervision of regular operations
  • Collected outstanding balances from several clients, and arranged payments for delivery services
  • Assisted/supported management team with ad-hoc duties on a regular basis (presentation/sales reports)

General Manager Executive Assistant

PDVSA (Petróleos de Venezuela)
El Palito, Venezuela
02.2006 - 03.2009
  • Liaison person between the Project General Manager and the International Consortium Director setting up an initial document control system for the project. Prepared presentations for the Board of Directors
  • Coordinated activities for a team of bilingual secretaries (hiring process, training and supervision)
  • Controlled and managed system for manpower budget administration and overtime
  • Write documents in either English, French or Spanish as requested. Minutes of meetings, and achievements reports
  • Managed protocol, organized international trips, special events, meetings and workshops, and prepared expense reports

Customer Service Specialist - Headquarter

Avon Canada Inc.
Montreal, Canada
09.1999 - 07.2006
  • Inbound/outbound sales and customer service.
  • Problem solving, including billing and ordering, product information, shipment status and returns on a high number of calls and emails
  • Sales Leadership Program support.
  • E mail reader, Internet, Telephone Order Specialist and Relief Receptionist as needed
  • Telephone order to Customer Service Specialist in one year

Education

International Business Trade Diploma -

Universidad De Carabobo
Venezuela
01.2013

Undergraduate Degree - Management / Business Accounting

Université De Montréal - HEC
Montréal, Québec
06.2005

Attestation of Collegial Studies - Call Center/ Customer Service

Dawson College
Montreal, Quebec
10.2000

Undergraduate Degree - Civil Engineering

IUPFAN - Instituto Universitario Politécnico De Las Fuerzas Armadas Nacionales
Maracay, Venezuela
01-1990

Skills

  • Customer service-oriented
  • Strong interpersonal skills
  • Proactive and results-oriented

Workshopsandcertificates

  • Outlook Essential Training, Linkedin, E-Learning 2019
  • People Management, EDX online, Montreal, Canada, E-Learning
  • Powering Growth through EQ, The McGill Executive Institute, Montreal, Canada, 11/01/19
  • Communicating Effectively, The McGill Executive Institute, Montreal, Canada, 09/01/17
  • Managing Priorities and Productivity, The McGill Executive Institute, Montreal, Canada, 09/01/17
  • Microsoft Office 2010, DJH, Montreal, Canada, 08/01/17
  • Microsoft Data Science, EDX online, Montreal, Canada, 06/01/17
  • Finance for Non-Financial Executives, Mayol & Consultores C A, Valencia, Venezuela, 05/01/14
  • Improving Job Skills, Mayol & Consultores C A, Valencia, Venezuela, 10/01/12
  • Work Organization, Planning and Execution - Misión Sinergia 2008, Valencia, Venezuela, 06/01/08
  • Supervising and Leadership - Misión Sinergia 2008, Valencia, Venezuela, 02/01/08
  • Sap System (Basic and MM module), PDVSA, El Palito, Venezuela, 01/01/08
  • Professional Development- Customer Service Specialist, Avon Canada Inc., Montreal, Quebec, 01/01/01
  • Avon University Certificate - Avon Canada Inc., Avon Canada Inc., Montreal, Quebec, 09/01/05, 06/30/06

Volunteer Experience

  • District Warden, Canadian Embassy - Venezuela, 04/01/13 - 11/30/14
  • Avon Model, Avon Canada Inc., Montreal, Québec, Summer 2004
  • Treasurer/Member, Food Club, Saint John, New Brunswick, 1997 - 1998
  • Administration Clerk, Terry Fox Foundation, Saint John, New Brunswick, 1997 - 1999 Interpreter / Fundraising Committee Member, Immigration Support Centre

References

References available upon request.

Languages

English
Full Professional
Spanish
Native/ Bilingual
French
Full Professional

Certification

  • ISO 9001:2015 Internal Auditor - Quality Management System
  • Certified Zumba Instructor

Timeline

Coordinator Compliance Unit. Compliance, Rules & Standards

World Anti-Doping Agency
01.2020 - Current

Assistant Executive Office (Code Compliance Unit)

World Anti-Doping Agency
12.2017 - 01.2020

Administrative Assistant HR and Corporate Services

World Anti-Doping Agency
04.2016 - 12.2017

Fraud Response Officer

CIBC Bank
03.2015 - 04.2016

Bunker Trader - Marine Sales Management Division

PDVSA (Petróleos de Venezuela)
10.2012 - 12.2014

Marine Lubricant Sales Coordinator

PDVSA (Petróleos de Venezuela)
01.2011 - 10.2012

Lubricant Sales Representative

PDVSA (Petróleos de Venezuela)
03.2009 - 12.2011

General Manager Executive Assistant

PDVSA (Petróleos de Venezuela)
02.2006 - 03.2009

Customer Service Specialist - Headquarter

Avon Canada Inc.
09.1999 - 07.2006

International Business Trade Diploma -

Universidad De Carabobo

Undergraduate Degree - Management / Business Accounting

Université De Montréal - HEC

Attestation of Collegial Studies - Call Center/ Customer Service

Dawson College

Undergraduate Degree - Civil Engineering

IUPFAN - Instituto Universitario Politécnico De Las Fuerzas Armadas Nacionales
Yalixa Gonzalez