Customer Service Executive Assistant

KATHY STRUMOS

**** ***** **** *****. · Mississauga, Ontario · L5V 1H4 · 905-***-**** · ********@*****.**

To Whom It May Concern,

As an Administrative/Customer Service professional with over 30 years experience, you may be interested in my extensive and diverse experience that includes Administration roles such as Coordinator, Executive Assistant and Client Liaison as well as Management roles that include small office environments and the fast food industry.

In addition to my professional and discreet attitude towards peers and clients alike, I bring a highly organized, detail-oriented approach to all positions. My skills include exceptional customer service with an outstanding client service ethic, superior verbal and written communication skills, adaptability, the ability to work in a team environment as well as independently, and the ability to multi-task in a calm and efficient manner.

Through my prior work experience and extensive skills, I am confident that I would be an asset to you and your company. I would be pleased to further discuss my qualifications in a personal interview at your earliest convenience. I look forward to our future discussions.

Sincerely,

Kathy Strumos

KATHY STRUMOS

1477 Royal Rose Court. · Mississauga, Ontario · L5V 1H4 · 905-***-**** · ********@*****.**

PROFILE

I am a dedicated, results-oriented, self-motivated professional with demonstrated capability in project management, problem solving and managing diverse teams of consultants, suppliers and client staff. I am flexible and adaptable as well as a quick and enthusiastic learner. Detail oriented with over 25 years of experience in providing outstanding customer service. I have excellent communication and interpersonal skills, with the ability to relate effectively with individuals at all levels. I am a team player and “people person”. I have strong time management and prioritization skills. I am also able to maintain professionalism at all times and use discretion when handling confidential data.

PROFESSIONAL EXPERIENCE

Genpak, Mississauga ON 2016 - Present 2010 - 2011

Key Account Coordinator

Responsibilities:

Maintain highest level of customer service by effectively interacting with customers and providing support including email and telephone support, problem solving concerns and solidifying customer relations.

Managing customers’ orders from inception to completion, ensuring sufficient stock levels and availability for timely shipments

Extensive involvement in investigating customer concerns related to invoice billing errors, shipments, delivery schedules and product deficiencies/damages

Coordinated with logistics and Quality Control to rectify problems with product shipments, delivery schedules and/or damages product.

Created and maintained tracking spreadsheet on customer orders, shipments, returns, report product deficiencies/damages and the final resolution to customer issues.

Created and analyzed various weekly and monthly reports for management

Updated and maintained several price lists for various regions

Work with the production scheduler to ensure all required items were scheduled in a timely manner and to discuss last minute changes.

Monitor inventory levels and reported depleted stock to the purchaser

Accomplishments:

Learning and understanding all programs and processes quickly

Stanley Black and Decker, Mississauga ON 2015 - 2015 2010 - 2011

Branch Coordinator/Purchaser (contract)

Responsibilities:

Provided operations support to the Branch and assisted the manager, project managers and account managers in handling customer accounts, parts order requests, subcontractor order requests, equipment rental requests and invoicing

Verified and created purchase orders by comparing items requested to master list, clarifying unclear items, verifying specifications and/or price and obtaining alternatives if needed

Analyzed vendor quotes, negotiated pricing and delivery dates and selected products from vendors based on pricing, quality and delivery dates

Sourced new products through various vendors

Tracked deliveries and worked with vendors to expedite deliveries and resolve product issues in a timely manner.

Continually researched alternate sources for products to ensure the most competitive pricing

Certified and documented products in receiving department to verify quantity and accuracy of shipments

Handled and organized procurement documentation to maintain detailed and complete records and keep information accessible by sorting and filing documents

Worked with the warehouse manager to reduce inventory costs by controlled purchasing and inventory maintenance

Consulted, conferred and met with various vendors to obtain product information and build constructive relationships.

Approved process and coded all Branch invoices for payment and handled all payment inquires, issues and discrepancies

Ordered and maintained office supply inventory for the Branch through appropriate vendors

Accomplishments:

Developed and maintained excellent rapport and working relationships with vendors and internal departments.

Devised inventory/PO databases to improve tracking and ensure all orders received within appropriate timeframes

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McDonald’s Restaurants of Canada Ltd., Mississauga, ON 1985 - 2015

Swing Manager (1988-2015)

Crew Person (1985-1988)

Responsibilities:

Supervised and delegated daily tasks of over 10 employees.

Evaluated employee performance through annual performance reviews.

Involved in employee recruitment through initial screening of applicants.

Trained new and existing employees on company policies and procedures to ensure the highest level of customer satisfaction, quality and cleanliness.

Responsible for supervising employees in their daily activities to improve their performance and working skills through daily station checklists and motivational coaching techniques.

Responsible for safe and monetary controls including cash floats, daily deposits, balancing of daily profits and management of petty cash fund.

Responsible for inventory control and purchasing of supplies as required, performing daily inventory counts and coordinating and processing product transfers accurately enabling the restaurant to run efficiently.

Accomplishments:

Maintained both service and production controls during rush periods utilizing positive coaching techniques.

Controlled labour hours daily by reducing employee hours when not needed thereby reducing labour costs.

Developed and implemented monthly performance incentives, resulting in increased employee satisfaction and reduced personnel turnover, and creating an increased level of customer service and satisfaction having experienced employees on the job.

Organized team building activities to encourage an enjoyable team atmosphere.

Deal quickly and effectively with customer complaints to ensure 100% customer satisfaction and repeat business.

The Diebold Company of Canada Limited, Mississauga ON 2013 - 2014 2010 - 2011

Inside Sales Coordinator (contract)

Responsibilities:

Supported and assisted the Director and 14 Account Managers by establishing a partnership with each member of the team in order to maximize selling time, ensure accurate orders, achieve high levels of customer satisfaction and be a strong contributor to the achievement of department and company sales volume goals

Vetted order entry received from the sales department and sent documentation to the Order Entry department once all deliverables have been met

Managed RFP tender documentation process (legal, insurance, bonds and signatures) in a timely manner.

Prepared and completed CCDC 2 2008 documents including all pertinent information

Investigated install and service issues as necessary and resolved these issues quickly and efficiently

Monitored account matrix activity and reported compliance including outstanding/pending projects.

Booked and managed BOMA, ASIS and many other relevant trade association meetings and events

Organized and attended bi-weekly sales meetings, recording minutes and all action items

Maintained and updated sales documentation such as proposals, PowerPoint presentations and other sales related documents

On-boarded and off-boarded employees

Managed and maintained ContractorCheck, Complyworks, PICS and other Health and Safety prequalification websites and documentation

Responsible for all travel arrangements for Account Managers as required

Managed, maintained and reported vacation schedules for the sales department

Completed Concur expense reports as required

Ordered marketing materials and promotional items

Planned and organized staff meetings, luncheons and events

Accomplishments:

Developed and maintained excellent rapport and working relationships with vendors and internal departments

Created and maintained a file log to ensure all processes of a project were achieved in a timely manner

Insured all deliverables were met quickly and efficiently in order to meet quotas and deadlines

Pappas Romero Law Firm Professional Corporation, Vaughan ON 2010 - 2011 2010 - 2011

Office Manager/Process Server (Contract)

Responsibilities:

Assisted 3 Lawyers with general administrative duties such as drafting and managing correspondence, preparing information for data entry and processing, faxing, filing, sorting incoming and outgoing mail.

Co-ordinated the schedules of 3 lawyers for onsite and offsite meetings

Researched possible vendors, obtained quotes and negotiated lower pricing before purchasing office equipment and supplies

Ordered office supplies and maintained levels ensuring supplies were never depleted

Liaised with landlord representative and outside vendors in regards to maintenance and repair of office space and purchase, maintenance and repair of office equipment, respectively

Opened new client files and maintained existing client files in Primafact, PCLaw, a specialized drive on the server and client spreadsheet

Assisted receptionist with general administrative duties and provided reception relief when needed

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Planned and organized staff meetings, luncheons and events

Prescreened potential new hires, coordinated interviews and trained new hires

Performed Process Server duties such as issuing, filing and serving legal documents

Accomplishments:

Created and implemented an interim account template and managed all interim accounts

VON Canada Central Ontario Corp. Centre, Mississauga, ON 2008 - 2009

Occupational Health and Safety Coordinator

Employee Relations Assistant

Responsibilities:

Effectively assisted 2 Managers with general administrative duties such as drafting and managing correspondence, preparing information for data entry and processing, faxing, filing, sorting incoming and outgoing mail

Co-ordinated and managed the Health and Safety Committee as a certified Government Health and Safety Management Representative providing a safe, hazard-free office environment for all employees including putting forth recommendations to upper management, communicating and implementing health and safety/wellness programs and championing safe work practices and healthy work life

Facilitated timely and accurate WSIB forms and correspondence, assisted with WSIB claims management and Return to Work programs ensuring deadlines were met in order to avoid incurring late/incomplete fines

Collected, collated and analyzed reports to accurately maintain the HRIS, HRMS and Procura systems.

Ensured Employee Information Forms were properly completed, authorized and forwarded to the appropriate personnel as well as updated and communicated employee information and/or changes within the appropriate team/system in order to maintain employee accuracy

Initiated weekly focus meetings to communicate outstanding issues, to keep abreast of ongoing projects and to ensure all scheduled and forecasted projects were up to date and on track

Converted and maintained employee files ensuring they were kept in accordance with VON policy and accreditation standards

Accomplishments:

Developed, implemented and maintained an employee attendance initiative for three branches to track trends and effectively reduce costs associated with employee absences

Proactively developed and managed an injury log for seven branches to track employee injuries and to identify trends

G.N. Johnston Equipment Co. Ltd., Mississauga, ON 2007 - 2008

Sales Co-Ordinator (contract)

Responsibilities:

Assisted over 10 Sales Representatives by preparing quotes, purchase & sales orders and equipment information for data entry and processing

Co-ordinated all aspects of projects including order entry, material procurement from vendors with timely routing of deliveries, scheduling installs (using Microsoft Outlook) to coincide with vendor deliveries, posting installation hours and invoicing

Reconciled and solved problems on accounts ensuring good customer service and satisfaction. This included rectifying short/over shipments, returning damaged materials, price adjustments, late shipments, credits and extended dating

Approved payment of vendor invoices by comparing quoted costs and actual costs, with all discrepancies communicated to the vendor. All concerns were resolved quickly and efficiently while maintaining a good vendor/client relationship

Participated in weekly focus meetings to ensure all scheduled and forecasted projects were up to date and on track

Accomplishments:

Created and maintained a file log to ensure all processes of a project were achieved in a timely manner

Developed and maintained excellent rapport with vendors and customers

Digital Signage Broadcast Network Inc., Mississauga, ON 2005 - 2006

Executive Assistant

Responsibilities:

Supported the President in all aspects of general administrative duties such as promptly answering and directing phone calls, photocopying, faxing, Dictaphone and managing the petty cash fund

Coordinated daily operations and handled office tasks such as correspondence file management and database administration

Responsible for procurement and maintenance of office supplies and equipment ensuring efficiency and keeping within budgetary guidelines

Responsible for processing departmental invoices and payment to vendors

Organized executive’s schedules, and kept them running on time and up to date with day to day appointments and activities

Compiled, prepared and provided annual inventory reports

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Managed all incoming and outgoing mail and courier services, including preparing all shipping documentation on a daily basis (e.g. Fed Ex, regular mail, same day couriers), checking packing slips to verify accuracy of order, ensuring there are no damages and all product functions properly

Accomplishments:

Created and managed a bi-monthly business expense database for multiple executives, which allowed for prompt and accurate reporting

Implemented and monitored inventory controls such as alphabetized stock shelves, inventory sign-out sheets, weekly and monthly inventory counts to minimize inventory discrepancies, and was able to effectively reduce cost of lost inventory

Developed and maintained a business contact database through MS Excel, to allow for prompt retrieval of client information. In addition, established a new filing system whereby client and company information was properly recorded and quickly retrieved

Established and built strong customer relationships and loyalty by responding to customer inquiries in a professional manner

Worked independently to determine methods and procedures for new assignments

CLEARLINK Capital Corporation, Mississauga, ON 1999 - 2005

Client Liaison (2004-2005)

Responsibilities:

Provided guidance and customer service to clients on matters of hardware and software purchases, quotes and Service Level Agreements ensuring that all calls were handled professionally, expeditiously and in a friendly manner

Oversaw all quality control standards and Service Level Agreements were met by vendors through daily, weekly and monthly reports generated by in-house system where all discrepancies were reported to supervisor and end user

Prepared shipping documentation and coordinated deployment of desktops and peripherals to major school boards ensuring timely shipments to end users.

Created monthly and quarterly financial reports to reconcile outstanding AR/AP, rebates and current lease schedules

Interface with purchasing, suppliers, warehouse and configuration to ensure timely deliveries. Prepared shipping documentation and coordinated deployment of equipment with third party installers ensuring timely shipments and installations at client sites

Accomplishments:

Successfully managed multiple projects for Public Sector clients, among them Toronto District School Board, Ontario Solicitor General and Ontario Provincial Police

Established excellent working relationships with internal departments and external vendors

Processed orders, product returns and credits efficiently and accurately ensuring customer loyalty and satisfaction

Project Co-ordinator (1999-2004)

Responsibilities:

Managed web-based customer order tracking system for Public Sector clients from initial order to completion to ensure strict Service Level Agreements were adhered to

Responsible for project management of multi-million-dollar IT hardware projects for numerous Public Sector clients

Processed invoices from third party service providers and coordinated all necessary documentation in order to accurately bill clients for services

Managed multiple personnel and business partners and suppliers associated with a given customer project

Initiated and created a procedural training manual of in-house programs and trained new and existing employees

Project Management including managing client budgets, developing deployment plans, defining and measuring key performance indicators, ensure project SLA’s are being met

Accomplishments:

Developed and implemented lease and purchase order tracking system for clients using Lotus Notes and Excel that allowed for greater accuracy and efficiency in identifying missed orders

Coordinated bi-annual sales events for current and potential clients

EDUCATION

Centennial College of Applied Arts and Technology, Toronto, Ontario Program: Accounting courses

West Hill Collegiate Institute, Scarborough, ON received OSSD

ADDITIONAL TRAINING.

Software Applications: Microsoft Office, WordPerfect, Lotus Applications, JD Edwards, Procura, HRIS/HRMS, PCLaw, Primafact, Salesforce, Big Machines, SAP, SBN: Certified Health and Safety member

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