Yanna Solange
Bilingual Customer Service / Technical Support / Order Management Specialist
Etobicoke,ON
Summary
Skilled bilingual customer service representative with over 10 years experience, strong organizational communicational skills resulting in successfully meeting company goals and outcome. Clear understanding and committed in developing and nurturing relationships with clients to insure superior customer service experiences for the betterment of the organization.
Overview
15
15
years of professional experience
Work History
Order Management Coodinator Specialist
Caesarstone Canada
1 2023 - Current
- Regional Bilingual Ambassador for Caesarstone.
- Liaise between retailers, designer, fabricators & customers throughout assigned region of: Quebec, Ottawa, Atlantic, Beauce, local, Estrie, South shore, Thedfordmines, Kingston.
- Responsible & supporting 5 regional sales representatives by enhancing the customer relationship through proactive ownership starting with order loads to clearing backlogs.
- Managing customer reserved inventory, troubleshooting in purchase processes & derivation of possibilities; monitoring & evaluating of all order issues; processing import & export orders, managing communication with the sales department, & evaluating of all orders & sales processes, & preparation of order reports.
- Creating multiple order trackers & maintain them on a daily basis & weekly basis to ensure every function of the business has the most up to date information.
- Being able to handle intricate & complex excel files & perform V-lookups & H-lookups on a daily basis.
- Ensure appropriate approval & documentation is present before completing transactions.
- Ensure customer & material master data is maintained accurately and completely.
- Provide stock checks & ETA's to Clients & Regional Sales Representatives on containers and Transfers for accurate dates & on time delivery for clients.
- Manage fabricators project orders for quality job completion.
- Manage customer inquiries and complaints, Offer solutions within project scope.
- Supported the Credit/Collection group to resolve billing disputes, credit holds, & credit card authorizations.
- Field warranty inquiries and returns and follow through for resolution
- Review Certificates of Completion, vendor invoices and issue AR invoices.
- Monitor material usage. Facilitate waste reduction to achieve sales targets.
- Perform monthly inventory counts and reconcile counts for material forecasting
- Reviewed order specifications and customer requirements to guarantee precise fulfillment.
- Collaborated with various departments to ensure seamless order processing and time sensitive deliveries
Technical support
Rustoleum Canada
01.2020 - 01.2023
- Responsible for answering consumer emails and phone calls pertaining to product information questions, complaints, detailed technical questions on product use, application process and how to correct and/or avoid problems with application
- Advise customers on preventative maintenance and configurations that may negatively affect product performance
- Also required to document all activities and communications about problems related to product support services and report them with the development team for solutions
- Answer questions & inquiries over the phone & email about products & processes of application
- Investigate claims
- Processing claims
- Issuing refunds
- Answering consumer questions & inquiries
- File reports for management at the end of every month
- P&T's (Pricing/credit & deductions) for all of Rustoleum's accounts
- SAP experience
- Independently Subcontracted to Centennial Optical,
- Providing evening support to clear out all Labpak orders not done during the day, so that the department can start the next day with clear cabinets
- Independently contractred - Centennial Optical 2017 – 2023
- Data- driven specialist with great attention to details
- Analyze orders for inaccuracies & incompatibilities followed up with call backs for retrieving correct information for processing & release
- Insure all over flow orders are in the data base system on a timely, sensitive manner to avoid any delays
- Manage order flow providing support to input & clear all outstanding orders with speed and accuracy
- Highly knowledgeable of lens products & lab capabilities for proper outsourcing
- Company software: Microsoft Navision innovations & Labzilla
Independent Contractor
Centennial Optical
09.2016 - Current
- Data- driven specialist with great attention to details.
- Analyze orders for inaccuracies & incompatibilities followed up with call backs for retrieving correct information for processing & release.
- Input & process all outstanding orders with speed, accuracy
- Highly knowledgeable of lens products & lab capabilities for proper outsourcing.
- Company software: Microsoft Navision innovations & Labzilla
Bilingual Customer Service Representative
Centennial Optical
01.2013 - 01.2017
- Responsible for providing a superior level of customer service internally and externally, Liaison between retailers, suppliers and the corporation to ensure the success of the company Centennial Optical
- National French and English Customer Service Representative
- Provides a high degree of professional assistance to all of Centennial Optical’s clients
- Follows the techniques and procedures of the data program and maintains data entry requirements
- Inputting lens and frame orders into data base system via phone, fax and email
- Searches and responds to questions concerning shipments and backorders
- Searches and responds to questions received by Centennial’s French/English sales representatives
- Labpack and High definition vision HDV lens order specialist and coordinator
- Liaison between Centennial Optical’s Lab and Labpack department
- Outsourcing personalized prescription lens orders/ Redo (Labpack & HDV) into specific systems for processing
- Detailed coding for precision and accuracy
- Provide options and alternatives for high prescription lens compatibility to opticians for their patients that are within Centennial Optical prescription power ranges
- Creates and maintains strong relations with Optician’s all over Canada
- National Retailers; Hakim Optical, Pearl Vision, Vogue Optical, Hoya Optical & Suppliers; Kodak - Nikon - Sola - Zeiss - UTMC - Blutech & others
- Centennial is associated with popular designer Frame/Sunglass brands;
- Vera Wang, Zac Posen, Ann Taylor, Nina Ricci, Nicole Miller, Serengeti, Bolle, Roots, BCBG Max Azria, Beaver Canoe, Costa & many more
- Leadership – Coordinate, assign and distribute all incoming personalized orders throughout the department.
Bilingual Customer Service Representative
DHL
01.2012 - 01.2013
- Reported to the Senior Customer Service Department Manager; responsibilities included solving customer concerns and complaints in a timely manner to insure customer loyalty to the brand DHL and positive customer service experience
- Answered the clients questions and ensure their problems are resolved
- Passionately connect and build rapport with a variety of customers and their needs
- Scheduled package pickups and deliveries
- Provided status and updates on packages in transit
- Communicated with different departments with updated information
- Provided customers with POA forms to fill out for customs of Canada and provided a broker number to help them release their package from customs
- Transferred packages to different depots
- Provided customers with quotes
- Answered to customers supplies, waybills, cardboard boxes and plastic envelopes
- Daily administrative duties for Customer Service Supervisor
- Assisted with departmental projects and other duties as required
- Updated and maintains accurate information in the customer service database CIAIA as required
Telemarketing Sales Representative
Miratel Solutions
01.2009 - 01.2011
- Non Profit Organization
- Responsibilities included daily customer services during several fund raising campaigns which includes Heart & Stroke Foundation/ Princess Margaret foundation/Sick Kids Foundation/Winners Choice/ Canadian Cancer Society
- Inbound and outbound calls foundations fund raising campaigns
- Represent the organization in a professional, courteous manner by establishing and maintaining a superior working relationship with customers
- Responded promptly to customers complaints/concerns
- Maintained and updated customer profile to ensure accuracy of information in the company’s data base
- Maintained and increased volume of telemarketing accounts through regular telephone communication with customers
Education
Proficient with Microsoft Suite (Word, Excel, Outlook, Power Point) Written references upon Interview -
Ecole Monseigneur de Charbonel / St-Famille
Skills
Order Coordinator / Technical support specialist
undefinedTimeline
Technical support
Rustoleum Canada
01.2020 - 01.2023
Independent Contractor
Centennial Optical
09.2016 - Current
Bilingual Customer Service Representative
Centennial Optical
01.2013 - 01.2017
Bilingual Customer Service Representative
DHL
01.2012 - 01.2013
Telemarketing Sales Representative
Miratel Solutions
01.2009 - 01.2011
Order Management Coodinator Specialist
Caesarstone Canada
1 2023 - Current
Proficient with Microsoft Suite (Word, Excel, Outlook, Power Point) Written references upon Interview -
Ecole Monseigneur de Charbonel / St-Famille
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