Serena Nanan Email & Phone Number

Toronto, On, Ca

Canada

• Support existing customers/Vendors and Sales Reps to ensure continuous business growth and customer satisfaction.• Validate Purchase Orders and ensure they are accurately entered for Major and sub-major accounts, respond to inquiries by email and phone. • Monitor and analyze Inventory sell through on an ongoing basis to ensure stock levels are able to meet order volume, fulfill orders according to Ship dates and advise Sales Reps when… Show more • Support existing customers/Vendors and Sales Reps to ensure continuous business growth and customer satisfaction.• Validate Purchase Orders and ensure they are accurately entered for Major and sub-major accounts, respond to inquiries by email and phone. • Monitor and analyze Inventory sell through on an ongoing basis to ensure stock levels are able to meet order volume, fulfill orders according to Ship dates and advise Sales Reps when necessary.• Provide Sales Reps with appropriate reports in order to determine Inventory shortages.• Coordinate product flow from Customer Orders to Warehouse to delivery and resolve customer inquiries ensuring timely resolution and adhering to Service Level Agreements• Respond to customers via email, fax and telephone, Book Repeat Orders, liaise with Finance Department for release, allocate and follow through to Warehouse for Pick, Pack and shipping.• Complete Return to Vendor (RTV) requests as required. Process B2B, Drop ship orders, orders via email, orders received via web channel such as Shopify, monitor Open Orders and orders for cancellation on E-commerce site to ensure they are processed and shipped according to service agreements.• Set up new SKU’s in the system and ensure pricing and product is accurate Show less

• Manage incoming orders, ensure detailed order entry in order to meet Service Level Agreements • Issuing Purchase orders, following up with vendors to ensure timelines are being met• Monitor inventory sell through on an ongoing basis to ensure stock levels are able to meet order volume • Creating item masters for new products in web system and accounting system• Liaise with Account Managers and management team to coordinate inventory replenishment• Provide… Show more • Manage incoming orders, ensure detailed order entry in order to meet Service Level Agreements • Issuing Purchase orders, following up with vendors to ensure timelines are being met• Monitor inventory sell through on an ongoing basis to ensure stock levels are able to meet order volume • Creating item masters for new products in web system and accounting system• Liaise with Account Managers and management team to coordinate inventory replenishment• Provide excellent customer service by attending to and resolving customer concerns and inquiries via email and phone in a timely manner• Create reports and analyze data for continuous website enhancements• Fulfilment and reconciliation of opportunity buys, online promotions and open invoices Show less

Markham, Ontario

• Manage incoming orders, ensure detailed order entry in order to meet Service Level Agreements• Issue purchase orders according to MOQ’s, following up with vendors to ensure timelines are being met • Monitor inventory sell through on an ongoing basis and make recommendations for replenishment• Create item masters for new products in web system and accounting system • Liaise with Account Managers and management team to coordinate new… Show more • Manage incoming orders, ensure detailed order entry in order to meet Service Level Agreements• Issue purchase orders according to MOQ’s, following up with vendors to ensure timelines are being met • Monitor inventory sell through on an ongoing basis and make recommendations for replenishment• Create item masters for new products in web system and accounting system • Liaise with Account Managers and management team to coordinate new products, pre-buys and customized orders• Fulfilment and reconciliation of opportunity buys, web promotions and open invoices• Create reports, analyze data and identify opportunities for website enhancements Show less

Toronto, Canada Area

• Liaise with all related areas of E-Commerce operations to ensure SLA’s are being met resulting in positive customer experience and increased sales• Updated scorecards and reviewed KPI’s, standards are met ten out of twelve times• Identified areas for improvement in the e-Commerce supply chain• Created weekly, monthly, yearly forecasting based on trend analysis• Work closely with logistics team to ensure effective and efficient flow of merchandise from … Show more • Liaise with all related areas of E-Commerce operations to ensure SLA’s are being met resulting in positive customer experience and increased sales• Updated scorecards and reviewed KPI’s, standards are met ten out of twelve times• Identified areas for improvement in the e-Commerce supply chain• Created weekly, monthly, yearly forecasting based on trend analysis• Work closely with logistics team to ensure effective and efficient flow of merchandise from order placement to delivery within set time frame • Assisted in the analysis of inventory issues and worked with related departments to implement process to reduce shrinkage• Identified gaps for improvement on website and made recommendations for changes to result in an enhanced customer experience• Analyzing the performance of the teams on the new initiatives and provide ongoing reporting on progress to client Show less

Toronto, Canada Area

• Resolution of highest escalated issues from Sears Travel Services nationally, including Sears Travel Call Centre, Sears Travel Online and Sears Corporate office• Reduced number of escalated calls through effective coaching and feedback for consultants and Managers nationwide• Successful resolution of customer complaints at head-office led to minimized company risk exposure and reduction of issues being escalated to a third party• Significantly improved Customer Loyalty Index… Show more • Resolution of highest escalated issues from Sears Travel Services nationally, including Sears Travel Call Centre, Sears Travel Online and Sears Corporate office• Reduced number of escalated calls through effective coaching and feedback for consultants and Managers nationwide• Successful resolution of customer complaints at head-office led to minimized company risk exposure and reduction of issues being escalated to a third party• Significantly improved Customer Loyalty Index Survey on a quarterly basis due to implementation of travel complaint guidelines Show less

Markham

• Resolved escalated calls within the set timeframe• Educated Merchants on their Pay schedule and debits and credits on statements• Consistently decreased call time allowing departments targets to be achieved• Trained and monitored new representative• Contributed to department annual sales targets by up-selling merchants on Amex Point of sale technology

Markham

• Handled portfolio of over 300 cases on Retail, Airline, Corporate and major accounts• Tested and assisted in implementation of `Best Practices` program resulting in ability to achieve 70% turnaround time of all cases within 30 days• Coached, trained and provided ongoing support for new Customer Service Representatives• Worked within a team environment to ensure department and individual Service Level Agreements were achieved

Holt Renfrew Centre

Tourism And Travel Services Management

Bachelor'S Degree, Geography