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Sonia Veillette’s training career
started in 1997 at Barcode Graphics in the customer service department as a Bilingual Customer Service Rep. Always felt compelled to improve skills, trouble shoot and then share success stories with her co-workers. Was promoted to supervisor due to her eagerness to create and improve the existing flowcharts and training manuals for ISO. Showing great accuracy and demonstrating strong computer software skills.
Seeking to explore a career in a technical field, accepted the position of Bilingual Customer Service Rep at Advantex Marketing International Inc. During her employment at Advantex Marketing International Inc. she had the opportunity to work in several technical aspects including:
- Developing a training database for customer service reps to use as a troubleshooting guide for online support.
- Weekly reports were generated to provide the technical team access to merchant issues to analyze future merchant training needs.
- Executed the “Problem Prevention Technique” and standardized the process to be used throughout the customer service and technical department.
- Installation of credit card terminals (programming and coordination with vendors and banks to ensure all systems are secure.)
- The sole 24/7 technical assistant to merchants via phone as well as on-site assistance as required.
- Assisting all Merchants across Canada with the reconciliation of bank account transaction and transfers with custom extensive spreadsheets.
Accepted the promotion to Technical Administrator responsible for coordinating on-site LAN installations and all training sessions across all areas of establishments (from Golf course to Lounge, to Restaurant, and Resort front desk including overnight clerks)
Looking to continuously further her career, she accepted the position of Bilingual Customer Service Representative at Solo Cup Canada. Interested in the current processes, she quickly realized that her skills would be useful. Proposed the development of a custom CRM (Customer Relationship Management) database. Met and interviewed staff to develop an efficient database that would be used throughout the company. Received approval from Senior Management and began creating a powerful tool which became standard operating procedure across various departments including Production, Sales, Marketing, Graphics, Pricing as well as Customer Service. Developed monthly reports for Senior management to aid in reviewing current business processes to provide solutions and improve for further efficiency. Developed training manuals and sessions and trained all staff on their new job responsibilities ensuring their needs had been met and fulfilled in the development process as well as ensuring the database integrity by providing strong training sessions.
Continued the development and furthered training throughout her employment at Solo Cup Canada as required.
Having recently experienced a merge with a Global Company (Solo) The development of ONE system for all divisions of Solo worldwide became apparent. Was nominated to represent Canada due to her strong knowledge in SOPs and policies and strong knowledge of database language and concept.
She accepted the position of lead representative alongside the I.T. Manager and represented Sales and Marketing SOPs and Policies during the planning, development, testing and execution (Go Live) Phase and quickly joined the project teams in the United States. Following the completion of the system which took approx. 12 months, reviewed and prepared the training manuals as well as session’s subjects and developed the training concept with several Training Leads across the United States and Canada.
Post Go-Live included training and support to users and troubleshooting and reporting all system errors to ensure system accuracy during the transition process.
Today, Sonia Veillette is looking to continue helping the corporate world e-volve through e-volution.
