Wadad Zakka

Order Management and Operations professional with 20+ years of experience managing full order lifecycle, ERP accuracy, and cross‑functional operations across North America. Strong ability to stabilize processes during system transitions, resolve complex order and invoicing issues, and support warehouse, supply chain, IT, and finance teams. Skilled in D365, AX, SAP, Salesforce, and advanced Excel, with a proven record of managing high‑volume workloads and driving process improvements.

ORDER MANAGEMENT SPECIALIST (OPERATIONS LEAD) at DEFA North America (2025-01 – Present)

Manage end‑to‑end order lifecycle across North America, owning processing, fulfillment, invoicing, and escalations.

• Coordinate daily with warehouse (3PL), supply chain, IT, and finance to maintain smooth order flow.
• Handle 30–45 daily communications while maintaining service levels and prioritization.
• Key contributor to D365 migration: validated order data, corrected errors, and manually entered high‑volume order lines.
• Resolved system issues including missing pricing, incorrect item mappings, and incomplete product data.
• Implemented temporary workflows during system delays to ensure business continuity.
• Oversaw backorders and released shipments based on real‑time inventory.
• Created Excel tools for shipment visibility, order tracking, and month‑end prioritization.
• Managed export orders, warranties, and detailed warehouse shipping instructions.

CUSTOMER OPERATIONS SPECIALIST at 3M Canada (2023-01 – 2025-01)

• Managed order processing and customer accounts in ERP systems with high accuracy.
• Resolved customer inquiries involving pricing, shipments, backorders, and invoicing.
• Worked with supply chain teams to address delivery issues.
• Performed in a fast‑paced, high‑volume environment.

CUSTOMER SUCCESS / ONBOARDING SPECIALIST (CONTRACT) at Black & McDonald – Qmerit (2022-01 – 2023-01)

• Supported implementation of the Qmerit platform and HubSpot CRM.
• Translated complete website (English/French).
• Delivered onboarding sessions and developed KPI reporting.
• Managed VIP fleet communications and Zendesk ticket workflows.

BILINGUAL TEAM LEAD / SENIOR INFORMATION OFFICER at Gatestone & Co. – Government of Canada (2020-01 – 2022-01)

• Led customer support operations for federal programs.
• Managed escalations and complex case resolution.
• Coordinated daily workflows and supported team performance.

BILINGUAL TEAM LEAD / SENIOR MEDICAL REPRESENTATIVE at Cardinal Health Canada (2018-01 – 2020-01)

• Managed customer accounts within healthcare distribution.
• Coordinated product support, delivery issues, and order‑related concerns.
• Handled escalations for service and operational issues.

BILINGUAL CORPORATE ORDER MANAGEMENT at Royal Building Products (2017-01 – 2018-01)

• Processed corporate orders using ERP systems.
• Coordinated logistics and warehouse communications.

BILINGUAL CUSTOMER SERVICE at British Council (2014-01 – 2017-01)

• Provided customer support for education and examination programs.
• Managed high‑volume communication across phone and email.

BILINGUAL CSR / TEAM LEAD at Electrolux Canada (2011-01 – 2014-01)

• Supported appliance service operations.
• Handled escalations and provided leadership support.

BILINGUAL CUSTOMER SERVICE / COLLISION SPECIALIST at Wheels Inc. (2010-01 – 2011-01)

• Managed insurance‑related vehicle repair cases and vendor coordination.
• Ensured timely case resolution.

BILINGUAL PRODUCT SUPPORT & SERVICE at LG Electronics Canada (2007-01 – 2009-01)

• Delivered product support and troubleshooting.
• Handled warranty and service‑related inquiries.

Medical Laboratory Diploma

Diploma in English–French Translation Studies – Toronto, ON

Diploma in Publicity & Sales – Beirut, Lebanon