Manager Customer service - Biotech Resume Search
Manager Customer service - Biotech Resume Search
My Spider Scam Awareness Contacting Us F. A. Q.
 
Job Seekers
Search Jobs
Browse Jobs
Post a Resume
Job Alerts
 
Employers
Search Resumes
Browse Resumes
Post a Job

Manager Customer service Resume


Desired Industry: Biotech SpiderID: 33038
Desired Job Location: Toronto, Ontario Date Posted: 1/25/2010
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, 25-50%
Highest Degree Attained: Bachelors Willing to Relocate: No Preference


Objective:
Summary of Qualification
An energetic, resourceful and highly dynamic CUSTOMER SERVICE MANAGER with excellent organizational, sales, and problem solving skills and extensive Board level experience developing new business strategies and exceed customer satisfaction. A proactive leader with a passion to deliver and extensive managerial and customer service skills, and the natural ability to identify and capitalize upon opportunities to maximize customer satisfaction and optimize company benefits.
An innovative, loyal, and results-orientated professional, with strong communication and interpersonal skills, and proven ability to surpass targets within deadline, regardless of pressure.environment. A Bilingual Customer Service Manager with more than 15 years in Customer service. Fluent in French and English.

Responsibilities

• Top level strategic vision, planning and business development for the customer service department.
• Manage the day to day operation of the customer service department.
• Responsible for 80 plus seats call centre.
• Responsible for the day operation and vision of the customer service department.
• In charge of team development, training, coaching and objectives setting.
• Manage the order fulfilment and ensure service level is maintained.
• Directing HR & key employee productivity improvement incentive program.

Key Achievements

• Successfully set up the customer service department for Vasogen from start.
• Successfully set up the Specialty logistics department for Innomar Strategies from start.
• Responsible for all GMP Training and Quality Assurance Training
• Manage the relationship with all hospitals and pharmacies
• Point of contact for Health Canada and FDA
• Increase customer satisfaction for Miele from 38% to 89% on the first year.
• Establish CAPA system for Innomar Strategies Inc.
• Successfully trained, mentored and motivated CSRs & team managers.
• Developed & implemented many successful operational/ business strategies.
• Created numerous successful partnerships & strategies to ensure revenue goals.
• Counselled and motivated team managers to achieve all targets of service level.
• Consistently surpassed all personal targets within deadline & budget.


Experience:

Miele Canada Ltd Senior Bilingual Contact Centre Manager
Nov 2007– Dec 2009 Vaughan, Ontario

Customer Service:
• Responsible for the day to day operation of the contact centre all contact centre management and creation of all contact centre policies and work instructions.
• Manage all services, processing and telephone functions in the customer service department.
• Ensure that all processes operate according to contractual obligations and best practices to ensure customer satisfaction.
• Manage, Coach and lead a team of Customer service representatives and team managers.
• Responsible for hiring, training and performance review for the contact centre.
• Develop metrics for the tracking of results associated with responsibilities.
• Dealing with Escalated calls and ensure all customer service issues are resolved quickly and efficiently.
• Develop strong relationship with both internal & external customers to ensure customers satisfaction.
• Participate in the design of new Miele Chartered Agency program and it implementation.
• Analyze options and provide effective resolutions and guidance for the dept
• Evaluate employee performance and set objectives. Create process and procedure for the customer service dept. Manage Ordering, Shipping and tracking of customer’s orders. (Finished goods and parts).
• Manage, direct and coordinate field jobs scheduling.

Innomar Strategies Inc. Specialty Logistics Operation Manager
Sept 2005-Oct 2007 Burlington, Ontario


• Manage the day-to-day operation of: customer service, warehouse and Purchasing department.
• Build the specialty logistics team from start.
• Responsible for hiring and training of all new employees.
• Coach and lead a team of Customer service Representatives.
• Manage the warehouse and purchasing department.
• Responsible for the creation of all SOP (Standard operation procedure) and work instruction.
• Develop metrics for the tracking of results associated with responsibilities.
• Dealing with all related customer service, warehouse and purchasing issues in accordance with GMP.
• Ensure all issues of customer service are resolved quickly and efficiently.
• Prepare, maintains, and manages Operations and Reward & Recognition annual budgets
• Established plans to achieve all SLAs and KPIs, and establishes challenging stretch goals with staff.
• Responsible to ensure that all PM are done according to the manufacture requirements for all warehouse equipments. Manage and track the release of all products as per QA requirement.
• Manage the warehouse inventory counts. Ensure the cycle count is correctly managed.
• Manage the implementation of ERP system for Customer service and warehouse department.
• Responsible for managing the budget of the Specialty Logistics department.
• Liaison with Health Canada and all partners. Set goals and strategy for the department.
• Assist the director of operations with all internal and external audits.
• Create all call handling process and Monitoring and evaluate employee performance and set objectives.
• Create process and procedure for both customer service and distribution dept following GMP protocols.
• Manage Ordering, Shipping and tracking of customer’s orders. Manage RMA process and quarantine process. Overseeing and managing audit preparation for the department. Manage the relationship with all pharmacies and manufacture.
• Responsible for the warehouse temperature monitoring system. Responsible for the department budget and all maintenance related to the building.


Vasogen Inc Bilingual Manager Customer Service
Feb 2002 – Aug 2005 Mississauga, Ontario

• Responsible for the set up of the customer service department.
• Manage the customer service department with team in: Toronto, Montreal, Poland, Germany, Israel, Denmark and Ireland.
• Coach, train and lead a team of Customer service Representatives.
• Responsible for the creation of all SOP (Standard operation procedure) and work instruction used by the
customer service department.
• Develop metrics, objectives, goals and strategy for the department.
• Monitor reports to ensure that quality, production and retention standards
for the customer service department are met.
• Resolve customer issues that are beyond the scope and authority of the customer service supervisors.
• Point of contact for all issues related to the department.
• Responsible for the performance of the department. Champion the customer service strategy.
• Dealing with blinded and unblended operators for the clinical trial. Ensure all issues of customer service are
resolved quickly and efficiently.
• Create and develop strong relationship with both internal & external customers to ensure customers
satisfaction.
• Participate in the design of new clinical trial . Manage the implementation of ERP system for Customer service department. Analyze options and provide effective resolutions and guidance for the dept. Support all clinical trial sites for all Blood treatment unit issues.
• Outsourcing new products and provide training to the csr’s. Manage day-to-day operation of the dept.
• Responsible for the department QA. Provide feedback to crs.
• Evaluate employee performance and set objectives. Create process and procedure for the customer service dept. Responsible for managing the order to cash process.
• Manage the order fulfillment process, RMA process and quarantine process.
• Oversee and manage audit preparation for customer service and quarantine process. Ensure that GMP is
followed by everyone. Maintain CAPA system for Vasogen Inc. Responsible for all customer service metrics and reporting. Participate in management strategy meetings.
• Maintain all PM for all medical devices in the field.
• Responsible for all dispatching and jobs distribution for all field techs (internal and third party tech-GE techs)

VitalAire Healthcare Bilingual Manager Customer Service
March 1999 – Feb 2002 Mississauga, Ontario

• Manage the customer service department.
• Coach and lead a team of Customer service representatives.
• Develop metrics for the tracking of results associated with responsibilities.
• Responsible for planning, coordination and management of day-to-day operation of the department to ensure the delivery of broad range of services.
• Ensure timely resolution for escalated issues relating to service. Ensure accountability is taken for mistakes made. Responsible for creating efficiency and provide value service to our customers.
• Manage back orders, approve credit and ensure that orders are delivered on time.
• Dealing with suppliers in regard to new products and medical device Licence. Manage all recall and dealing with Health Canada.
• Resolve customer issues that are beyond the scope and authority of the customer service supervisors.
• Liaison between different departments and customer service.
• Resolve Repair disputes with customers and contact suppliers for ETA.
• Analyze options and provide effective resolutions and guidance for the dept.
• Expediting orders, and working very close with Distribution center. Outsourcing new products and provide training to the csr’s.
• Monitoring calls and provides feedback to csr. Ensure that AS/400, CTI and Symposium are running.
• Create process and procedure for the customer service dept. Evaluate employee performance and set objectives. Encourage sale of products to customers.


AXXENT Communications Inc. Bilingual Client Service Manager
August 1994 – Feb 1999 Toronto, Ontario

• Responsible for the service delivery of all service to the customer according to the service greement level.
• Manage a team of 8 client services Rep. Manage customer profitability and business growth.
• Dealing with customer escalations regarding service and delivery to ensure customer’s satisfaction.
• Train new reps (sales and Retention) with new techniques to ensure productivity.
• Manage Client expectation, needs and priorities. Work with different department such as sales, Marketing,
operation and call centre. Provide guidance for the client service rep
• Provide ongoing coaching to Sales Rep and Client service Rep. Conduct face-to-face service reviews and
customer satisfaction surveys. Proactively deliver and develop Axxent new reporting mechanism. Help in the
development of new processes to provide productivity improvements and provide qualified leads to sales.
• Evaluate employee performance and set objectives.
• Agreed on Service level.(Clients: Bell Canada, RIM)

Clearnet PCS Inc. Bilingual Supervisor Call Centre
August 1992 -July 1994 Toronto, Ontario
• Coach and lead a team of Customer service Representatives.
• Develop metrics for the tracking of results associated with responsibilities.
• Assist with escalated complaints from customers.
• Assist with all Call Centre Trouble Tickets functional duties when required. Ensure all Trouble Ticket issues
are handled quickly and efficiently
• Resolve billing disputes with customers wanted to speak to a supervisor.
• Analyze options and provide effective resolutions. Dealing with escalation calls from customers.
• Responsible for 15 Reps

Sprint Canada Inc. Bilingual Customer Care Associate
February 1990 - August 1992 Toronto, Ontario

• Promote and sell Sprint Canada products and services.
• Resolve billing disputes and collect on delinquent accounts
• Account Receivable and collection of overdue accounts.
• Update of overdue accounts if paid.
• Data collection for new customer.
• Taking and Tracking Orders.
• Billing and Accounts receivable tasks.


Education:
EDUCATION

PrimeTech Institute North York, Ontario
Software Programming/Engineer November 2000 – June 2001
- C / C++ Programming, - Power Point, - Visual Basic - Window NT, 95 and 98& 2000, Cognos
- DOS / Windows - Word Perfect - Logic Concept Programming - Excel and Access 97 & 2000
- Java Applets / Programming

Sorbonne University Paris, France (Political Science)




Affiliations:

Software Used: TBS, Heat, CPB, Remedy, AS/400, QAD (ERP), Adonix (ERP), Lotus Notes, Outlook
Davox and Lucent CentreVu

PHONE SYSTEMS USED: Avaya, Lucent, Nortel, Avaya VoIP, Cisco (all ACD)


Candidate Contact Information:
JobSpider.com has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response.


    





© 2020 Job Spider
Privacy Policy | CC Marketing Sites | Site Map | Links