Experience

• 

  The Stevens Company Limited

  • Brampton, Ontario.

  • Customer Care Representative

    • Jul 2014 - Present
    • Brampton, Ontario.

    Provides customer care support attaining, analyzing, processing and verifying to ensure accuracy with all medical supply order service inquiries.Coordinates required corrective action to ensure quality customer satisfaction is achieved.Notification of account address change requests to the Credit Department.Completion of account requests for credit and debit adjustments to effectively resolve complaint order issues.Completion of all required Integrity Compliance Courses, Standard Operation Procedures, Standard Operating Guidelines.

• 

  Randstad Interim Inc.

  • Alcon Canada Inc. - Vision Care - A Subsidiary of Novartis

  • Customer Service Specialist

    • Oct 2013 - Jun 2014
    • Alcon Canada Inc. - Vision Care - A Subsidiary of Novartis

    Processing 100 - 150 telephone, fax, email, and voicemail order service inquiries from Canadian Eye Care Practitioners and Alcon Vision Care Sales Representatives.Notification of account address change requests to the Credit Department.Completion of account requests for credit and debit adjustments to effectively resolve ordering complaint issues.Administrative technical support to myalcon.com self service website users.Coaching & mentoring of new Customer Service Representatives.Completion of all required Integrity Compliance Courses, Standard Operation Procedures, Standard Operating Guidelines and ISO Documentation.

• 

  St. Joan of Arc Secondary School

  • Mississauga, Ontario

  • Co-Chair Parent Council

    • Sep 2012 - Sep 2013
    • Mississauga, Ontario

    Chair monthly meeting with Parents, Teachers, Vice Principal, Principals and Trustees within the St. Joan of Arc Secondary School Community.Communicating Catholic Education Community Events to the St. Joan of Arc Secondary School Community.

• 

  Alcon Vision Care (formerly CIBA Vision Canada Inc.) a Novartis Company

  • 2150 Torquay Mews, Mississauga, Ontario. L5N 2M6

  • North American Customer Service Supervisor

    • Jan 2004 - Sep 2012
    • 2150 Torquay Mews, Mississauga, Ontario. L5N 2M6

    Frontline Customer Service Professional developed 1 Coordinator and 20+ Inbound Call Center Customer Service Representatives. Monitored, mentored, coached, motivated, and drove superior Key Performance Indicators, cultivated personal accountability, achieved Department Goals, Targets and Objectives. Collaborated with Managers, Supervisors, Coordinators and Customer Service Representatives.Developed training and reference material for Order Entry Program, Departmental Goals, Company Objectives, Targets, Policies, Standard Operating Procedures, Standard Operating Guidelines, ISO Regulations and Individual Performance Expectations.Monitored daily telephone service levels, call volumes, employee shift, break and lunch schedules.Exceeded Departmental Objectives and Company Key Performance Indicator Targets of Telephone Service Factor, Average Speed of Answer, Keying Accuracy, Order Turnaround Time and First Call Resolution. Implemented enhanced multi-tasked order entry efficiency utilizing Spreadsheet Ordering combined with telephone skill adjustments.Achieved daily completion of 99.85% Automated Revenue and Patient Trial Orders received by 3:00 P.M. with Availability exceeded at 92.50%.Handled escalated irate customer complaint issues with diplomacy, analyzed pertinent data, delivered customer satisfaction. Achieved 98.62% First Call Resolution.Completed bi-monthly payroll administration. SAP Super User, developed and trained on Order Entry Program material.Conducted SAP Regression and Performance Testing support for Global SAP Company IT System Team.

• 

  CIBA Vision Canada Inc.

  • North American Customer Service Coordinator

    • Feb 2001 - Dec 2003

    Provided technical support, customer relations and personnel management support for all Department Programs and Projects to direct team of 20 and indirect support of 100+ Customer Service Representatives.Bridged communication between internal and external Departments in operational matters for timely and accurate goods delivery.Conducted monthly Chair-side Coaching, reviewed monitored call quality performance.Issued Credit and Debit memos for Account shipping and product complaint issues.

  • Customer Service Representative - U.S. Customer Satisfaction Team

    • Apr 1999 - Jan 2001

    Processed 100 – 120 Order Service Inquiries from U.S. Eye Care Practitioners as well as contact lens fax orders between phone calls.Completed all required Integrity Compliance Courses, Standard Operation Procedures, Standard Operating Guidelines and ISO Documentation.

• 

  Self-Employed - Home Day Care

  • Mississauga, Ontario

  • Caregiver

    • Sep 1995 - Dec 1998
    • Mississauga, Ontario

    Provided a safe, healthy, stimulating and loving environment for care of 5 children.

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  Karazarian Insurance Brokers

  • Owen Sound, Ontario

  • Customer Service Representative

    • 1992 - 1995
    • Owen Sound, Ontario

    Correlated perinent details regarding automobile accidents, and home claims. Reporting and recording information to insurance companies on all claims to each Insurance Company.

• 

  Burns Fry Limited

  • Toronto, Ontario.

  • Intermediate Secretary - Legal Department

    • 1988 - 1991
    • Toronto, Ontario.

    Calculation of shares purchased and redemption to shareholders, maintained records and tracking tables. Registration of Directors & Officers with Securities Regulators across Canada.

• 

  Sears Canada

  • Mississauga, Ontario.

  • Food Service Supervisor

    • 1986 - 1988
    • Mississauga, Ontario.

    Supervised Head Office Cafeteria (44 Staff), responsible for sanitation procedures & ensured designated work duties were completed. Hiring, scheduling, employee performance reveiws, training & exit interviews. Monthly inventory & summary of financial statements.

• 

  Royal College of Dental Surgeons of Ontario

  • Toronto, Canada Area

  • Bookkeeper

    • May 1982 - Oct 1982
    • Toronto, Canada Area

    Handled payroll, Accounts Receivable and Accounts Payable.