Cathy Kalume
Senior Customer Service Coordinator
Mount Hope,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Customer Service Coordinator
Kellogg's
Zaventem, Belgium
07.2021 - 08.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Delivered excellent customer service, resulting in consistent 98 % customer satisfaction rating.
- Facilitated inter-departmental communication to effectively provide customer support.
- Cross-trained and back up customer service manager
- Implemented and developed customer service training processes.
Inside Sales Account Manager
Cargill, Mechelen
Mechelen, Belgium
09.2017 - 07.2021
- Contract management and contract execution follow up on over 100 customers, across multiple product lines. For UK, Ireland and Nordic
- Delivering margin and volume targets whilst developing new accounts and markets, through prospecting, cross selling and strategic use of distributors
- Create strategy and action plan for each account
- Identify new opportunities to grow business with existing and new accounts
- Prospected new leads With high level of outbound calls to both cold and warm contacts. with target of 5 new customers per month
- Serviced accounts regularly to keep revenue high and capitalize on cross-selling opportunities
- Developed exceptional rapport With customers to build trust and create value through guided buying decisions
Strategic Customer Service Representative
Cargill
Mechelen, Antwerp
02.2016 - 09.2017
- JD Edwards Key User-In charge of helping customer service team with JDE issues and maintaining manual up to day
- Reporting on forecast and sales gaps for UK/Ireland
- Pro-actively follow up on all key stages of order such as availability check and regular customer updates
- Collaborate with transportation, scheduling and escalation teams to resolve service issues and expedite orders as defined by customer/contract requirements.
- Answered customer telephone calls promptly to avoid on-hold wait times, managing over 75 customers.
- Maintained energy and enthusiasm in fast-paced environment.
- Increased customer satisfaction by resolving issues.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Key Account representative
MeadWestvaco
Brussels, Belgium
04.2012 - 12.2015
- Performed all aspects of export/import order management activity and integral role in supporting sales and operations teams in achieving their objectives
- Ensure that customer receive best service possible.
- In charge of whole ordering process, starting with receiving orders, coordinating with production plants, managing supply chain and ending with invoicing procedure.
- Managed over 30 calls per day for 100 customers
Key Account Customer Service Representative
Toyota Tsusho Europe
Brussels, Belgium
09.2010 - 02.2012
- Check orders from customers: Compare actual order with forecast and take necessary actions
- Input invoices of suppliers and logistic costs in SAP, stock management:
- Check stock data for upcoming problems (obsolete stock) at customer's location.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered excellent customer service, resulting in consistent 97% customer satisfaction rating
Inventory Planner
St Jude Medical
Brussels, Belgium
02.2009 - 08.2010
- Full ownership of inventory management activities of assigned product and managing overall inventory situation, balancing costs and service levels
- Communicate with over 50 customer service teams throughout Europe on new product launches, Phase In/Phase Out timelines, inventory levels, product availability matters, etc…
- Completed stock inventories to identify and address issues negatively impacting controls.
- Realigned production schedules to factor in changing conditions such as materials shortages and evolving designs.
Bilingual Customer Service Specialist
Air France
London, UK
04.2003 - 03.2008
- Handling various types of correspondence such as letters, telephone calls, email
- Work with varies outsourcing partners to ensure satisfactory service to customers, create and build relationships with internal departments such as ticketing, sales and accounting
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Answered up to 50 calls per day in busy, fast-paced office for both English and French speaking customers
Education
Post-Degree Certificate - Supply Chain Management
Mohawk College of Applied Arts And Technology
Hamilton, ON 09.2022 - Current
Bachelor of Arts - Marketing
University of Bedfordshire
Luton, LUT 01.2000 - 01.2004
Skills
Excellent customer service skills and sales skills both over telephone and face to face
Good IT skills ( Word, Outlook, PowerPoint, excel)
Knowledge JD Edwards / SAP/ Salesforce
Customer and Solutions orientatedDemonstrate negotiation sales skillsRelationship building skills
Account management
Stocking and replenishing
Teamwork and Collaboration
Order management
Interdepartmental communication
Stock management
Professional telephone demeanor
Timeline
Post-Degree Certificate - Supply Chain Management
Mohawk College of Applied Arts And Technology
09.2022 - Current
Senior Customer Service Coordinator
Kellogg's
07.2021 - 08.2022
Inside Sales Account Manager
Cargill, Mechelen
09.2017 - 07.2021
Strategic Customer Service Representative
Cargill
02.2016 - 09.2017
Key Account representative
MeadWestvaco
04.2012 - 12.2015
Key Account Customer Service Representative
Toyota Tsusho Europe
09.2010 - 02.2012
Inventory Planner
St Jude Medical
02.2009 - 08.2010
Bilingual Customer Service Specialist
Air France
04.2003 - 03.2008
Bachelor of Arts - Marketing
University of Bedfordshire
01.2000 - 01.2004