Customer Service Management

Arlayna-Marcia-Baptiste Clarke

Clerical Administrator

Etobicoke, ON

acs8ca@r.postjobfree.com - 647-***-****

Analytical, motivated professional. Tolerant, honest with over 11years' experience in the Telecommunication industry coupled with 3 years' experience in Analysis, Supply Chain Management and Vendor Management. Excellent communication and interpersonal skills combined with strong problem-solving abilities. Over 11 years of Customer Care and Customer Service. Project Management understanding with proven delegation of resources within assigned budget. Strong organizational and planning skills comfortable with presentation development.

WORK EXPERIENCE

Clerical Administrator

University of Toronto - Toronto, ON - November 2013 to December 2015

-Processing

• Greets all visitors and personnel to the Plant Services office, meet and greet clients (students, employers, parents, visitors), university staff, and general public answers incoming service requests for the maintenance/housekeeping areas

• Record requests in computerized maintenance system.

• Create purchase orders. Enter and log annual gift data, filing, tracking receipts, donor updates.

• Summarize HST, OST for daily billing, scanning and linking documents, submit printed tax receipts.

• Maintain, and distribute keys, to all physical plant facilities, and request new keys if lost or stolen.

• Work closely with the internship/co-op coordinators to facilitate various recruitment activities of industry partners -upload job postings, interview schedules.

• Set up interview room.

• Event planning and set up

• Handle logistical requirements for events and outreach initiatives and provide on-site support at industry networking events (information sessions, career fairs)

• Prepare student confirmation letters and employer tax credit letters

• Maintain, review, and input student records in portal database and in-house files

• Communicate with university staff on student records and operational timelines

• Support staff in various areas as required

• Systems: Career portal, outlook, scan, faxing, career learning network,

• Working Knowledge: Word, Excel, Siemens HICOM 300, MainBoss, Outlook, Destiny, Dis, Fis, Lutron, Outlook, excel, O/S, Rosi, Ushop, Blackboard Adobe Illustrator, In Design Retail/Sales and Merchandising Account Representative ( contract) NEWS MARKETING CANADA - Toronto, ON - May 2013 to December 2013

• Responsible for executing field programs and managing the reporting functions to ensure they are being done properly and in a timely manner.

• Multi manage account and service on assigned route and act as back-up for other representatives

• Manage print adds, and brochures, coupon programs change out, and hang display weekly for customer base(Canadian Tire, Shoppers Drug Mart, Pharma Plus, Loblaws, ValueMart, Walmart, and Metro

• Oversee field operational servicing of SmartSource in-store product lines in grocery, drug and mass merchandise stores.

• Install and service Advertising and Merchandising programs in grocery, drug, convenience and mass merchandise outlets.

Record management

BCE - Toronto, ON - August 2005 to August 2012

Toronto, ON Aug 2005 - Aug 2012

Client Service Representative and Business Analysis

• Provide shared or carrier services to other telecommunications carriers

• Ensure end to end process controls for clients

• Research and resolve system problems, technical issues and advise and create solutions

• Communicate issues and problems on assigned customer base

• Coordinate information pertaining to assigned projects

• Facilitate the migration of accounts to the other carriers as well as the service integration

• Prepare service orders local, regional and national. Record management

• Outgoing and incoming calls to clients, call transfer and conference calls on (Centrex system)

• Accounts payables and Accounts receivables

• Analyze client needs and respond to and act upon clients queries and or complaints

• Update spreadsheets tracking technical visits and missed due dates

• Supervise projects until completion

• Knowledge Systems:Bcris, Ede, Arics, Rightfax, Centrex, MS Project, Cords, Fords Sopro, Citrix, Bill on demand, Eom, Credit Tool, Atom, Soa, K-store, Lotus Notes.OutLook, Six Sigma Business Consultant-Call Center

BCE - Mississauga, ON - August 2003 to August 2005

• Managed a wide range of consumer and business services (sale of internet promotion, advertising tools, internet products, phone systems and phone line installations)

• Developed with team the BE THE CUSTOMER PROGRAM

• Analyze customer contracts and agreement and make sure they are up to date

• Investigate customer billing inquiries, fact finding to offer better business solutions

• Met and exceeded set sales targets 5000.00 bi-weekly and exceed team and personal sales goals

• Prepare project research and business development materials for senior management

• Knowledge of Centrex, and Meridian phone systems Toronto Ontario Seasonal/Part-time

Sporting Life - Toronto, ON - June 2003 to March 2004 Merchandising, Advertising and Marketing Associate

• Promote Sporting Life's "Share the Vision" through color coordination. ''looks of the season'' colors of the season''.

• Managing Large campaigns and promotional activities, including managing multiple project

• Participate in the promotion of seasonal events and in store promotions, heavy promo calendar

• Manage sales budget and forecast for season promotions,

• Marketing using effective media and social media tools (e.g. lists orders, circulation plans for catalogues, internet advertisements, Maintain online search engines, marketing banners and pop-ups.

• Track advertising from outdoor promotions, billboards, tradeshows.

• Participate with the store team in achieving all aspects of service, store readiness, cleanliness, control health and safety practices and compliances with Sporting life policies.

• Control shortages through inventory control and adherence to loss prevention guidelines

• Prepare and maintain competitor and potential acquisition target profiles

• Manage cycle counts

• Supply chain management and merchandising through JDA Account Manager-Supply Chain Management

Celestica International - Toronto, ON - December 2000 to July 2003

• Manage and maintain purchase orders and material handling.

• Execute quarterly material counts. Manage cycle count procedures.

• Manage Hub, Create files for individual customers, update, and daily maintenance. with the provision of corporate development services including valuations, corporate analysis

• SCM-Sap updates

• Warehouse Site administration duties, ensure adherence to Business code of conduct, ensure safety equipment worn in warehouse, fill out paper work, incidence report, shortages checks, daily loss logs.

• Initial manual and online training of New North American order Fulfillment representatives on customer set up procedures

• Accounts payable

• Working Knowledge: MRP, Planning, Cost Engineering, Logistics, Apics, Matrix, EDI, Oracle, Sap, Bpcs EDUCATION

Certificate in foundations of Project Management

University of Toronto

2010

Diploma of Marketing in Marketing

Centennial College

2004

Diploma of International Business in International Business Centennial College

2002

BA 4 year Honors in Economics and Business

York University

2000

ADDITIONAL INFORMATION

COMPUTER SKILLS

Microsoft Office - Word, Excel, PowerPoint

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