1. BARBARA FURLONG
Unit 34 – 6555 Falconer Drive, Mississauga, On L5N 3N6
(647) 947-2867  furlongbarb@gmail.com
linkedin.com/in/qualitycustomerserviceprovider
PROFILE
Positive, results oriented Service Management Professional who successfully utilizes strong customer
service skills to deliver results. Organized and adaptable to diverse, fast paced environments,
continuously providing team members with support to exceed expectations. Delivered superior customer
service, promoted team empowerment, implemented continuous process improvements and executed
best operational business practices offering over 15 years of expertise.
KEY QUALIFICATIONS
 SAP R/3 Super User.
 ISO Quality Assurance.
 Demonstrated analytical, innovative and creative problem solving capabilities coupled with effective
trouble shooting developed through productivity analysis of measurable results.
 Strong sense of customer service with experience in the field of service and sales.
 Leadership style rooted in coaching, mentoring and training others to be successful.
 Self motivated and works effectively both individually and in a team environment.
 Strong contributor to projects that implement change and new ideas to processes that improve
efficiency, reduce expenses and enhance customer satisfaction.
PROFESSIONAL EXPERIENCE
THE STEVENS COMPANY LIMITED – CUSTOMER CARE REPRESENTATIVE July 2014 –Present
 Provides customer care support attaining, analyzing, processing and verifying to ensure accuracy
with all telephone, fax, email, voice-mail, web and EDI medical supply order service inquiries.
 Coordinates required corrective action to ensure quality customer satisfaction is achieved and
effectively resolve complaint order issues.
RANDSTAD INTERIM INC. – CONTRACT CUSTOMER SERVICE ROLE AT ALCON CANADA INC. – VISION CARE
– A SUBISDIARY OF NOVARTIS 2013-2014
 Processing 100 – 150 telephone, fax, email and voice-mail Order Service Inquiries from Canadian
Eye Care Practitioners and Alcon Vision Care Sales Representatives.
 Administrative technical support to myalcon.com self-service website users.
 Coaching and mentoring of new Customer Service Representatives.
 Completed all required Integrity Compliance Courses, Standard Operation Procedures, Standard
Operating Guidelines and ISO Documentation.
ALCON VISION CARE (FORMERLY KNOWN AS CIBA VISION CANADA INC.) 1999 – 2012
A Contact Lens and Eye Care Solution Company, providing front-line service in an order-to-cash business
environment to Eye Care Practitioners from North America, Latin America and UK, employing 100+ Customer
Service Employees in the inbound/outbound Call Center Department with an operating budget >$10 M.
NORTH AMERICAN CUSTOMER SERVICE SUPERVISOR (2004 – 2012)
Front line Customer Service Professional developed 1 Coordinator and 20+ Inbound Call Center Customer
Service Representatives. Monitored, mentored, coached, motivated, and drove superior Key Performance
Indicators, cultivated personal accountability, achieved Department Goals, Targets and Objectives.

2. BARBARA FURLONG 2
 Collaborated with Managers, Supervisors, Coordinators and Customer Service Representatives.
o Developed training and reference material for Order Entry Program, Departmental Goals,
Company Objectives, Targets, Policies, Standard Operating Procedures, Standard Operating
Guidelines, ISO Regulations and Individual Performance Expectations.
o Delivered professional customer satisfaction to external and internal customers. Achieved
95% Call Quality and 99.9% Keying Accuracy.
 Monitored daily telephone service levels, call volumes, employee shift, break and lunch schedules.
o Exceeded Departmental Objectives and Company Key Performance Indicator Targets of
Telephone Service Factor, Average Speed of Answer, Keying Accuracy, Order Turnaround Time
and First Call Resolution.
o Implemented enhanced mufti-tasked order entry efficiency utilizing Spreadsheet Ordering
combined with telephone skill adjustments.
o Achieved daily completion of 99.85% Automated Revenue and Patient Trial Orders received by
3:00 P.M. with Availability exceeded at 92.50%.
 Handled escalated irate customer complaint issues with diplomacy, analyzed pertinent data,
delivered customer satisfaction. Achieved 98.62% First Call Resolution.
 Completed bi-monthly payroll administration.
 SAP Super User, developed and trained on Order Entry Program material.
o Conducted SAP Regression and Performance Testing support for Global SAP Company IT
System Team.
NORTH AMERICAN CUSTOMER SERVICE COORDINATOR (2001 – 2003)
 Provided technical support, customer relations and personnel management support for all
Department Programs and Projects to direct team of 20 and indirect support of 100+ Customer
Service Representatives.
 Bridged communication between internal and external Departments in operational matters for
timely and accurate goods delivery.
 Conducted monthly Chair-side Coaching, reviewed monitored call quality performance.
 Issued Credit and Debit memos for Account shipping and product complaint issues.
CUSTOMER SERVICE REPRESENTATIVE – U.S. CUSTOMER SATISFACTION TEAM (1999 – 2001)
 Processed 100 – 120 Order Service Inquiries from U.S. Eye Care Practitioners as well as contact lens
fax orders between phone calls.
TECHNICAL SKILLS
SAP Super User, JD Edwards, Tecsys, Microsoft Access, Communicator, Excel, Outlook, Power Point,
Word, Lotus Notes, Siebel, Nice, ICE, Reflections, Avaya CMS, CIBAFax, Kubra, Streamserve, ADP E-Z
Labor, Impact 360, AS400, PeopleSoft, PointForce
EDUCATION
Call Center Management Course, Centennial College, 2005
B.A., Food, Nutrition, Consumer and Family Studies, Ryerson Polytechnical Institute, 1985
PROFESSIONAL AFFILIATIONS, DEVELOPMENT & AWARDS
Co-Chair of St. Joan of Arc Secondary School Parent Council, 2012 – 2013
Secondary School Alternate Representative, Central Committee for Catholic School Councils, 2012 – 2013
Pathways to Leadership, Stomp the Elephant and Leadership with Vision Courses
Distinguished Performance Award, CIBA Vision Canada Inc., 2002