Anoosha Shahhosseini
Woodbridge,ON
Summary
With a proven track record at previous companies , exceled in optimizing processes and enhancing customer satisfaction through critical thinking and problem-solving abilities. Project management expertise and staff training has driven continuous improvement, showcasing a commitment to excellence and a deep understanding of both technical and interpersonal skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Harry Rosen
02.2023 - 09.2024
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Responded to customer calls and emails to answer questions about products and services.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed valuable feedback from customers to management regarding product improvements or new offerings worth considering for future development plans.
- Built relationships with customers and community to promote long term business growth.
- Trained new employees on customer service, money handling and organizing strategies.
IT Service Management Consultant
Arya Hamrah Samaneh
11.2016 - 02.2022
- Designed reporting dashboards that allowed stakeholders to easily monitor key performance indicators related to service management activities.
- Established performance metrics to monitor service quality, driving continuous improvement efforts in service delivery.
- Championed continuous improvement initiatives within client organizations by promoting a culture of innovation and learning through workshops and training sessions.
- Fostered strong relationships with key decision-makers within client organizations, positioning our consultancy as a trusted partner in achieving their strategic goals.
- Developed customized service management strategies tailored to each client''s unique needs, resulting in increased efficiency and productivity.
- Evaluated vendor proposals and negotiated contracts to secure cost-effective services for clients.
- Led workshops on ITIL methodology and best practices to improve internal knowledge and application within the organization.
- Reduced operational costs for clients through thorough analysis of current systems and identifying areas for improvement.
- Implemented IT service management tools, enabling more effective tracking of incidents, requests, and changes.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Led restructuring of organization internal processes, resulting in improved performance.
- Negotiated and resolved disputes between stakeholders finding mutually beneficial solutions.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
IT Service Desk Supervisor
Arya Hamrah Samaneh
11.2015 - 11.2016
- Ensured consistent delivery of high-quality support services through regular monitoring of KPIs and SLAs adherence.
- Collaborated with IT management to develop strategic plans for improving overall service quality and efficiency.
- Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
- Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
- Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
- Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.
- Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.
- Developed strong relationships with key stakeholders to ensure seamless collaboration between departments.
- Coordinated with other IT teams to ensure seamless integration of new systems and processes, minimizing disruption to endusers.
- Streamlined service desk operations by implementing efficient processes and workflows.
- Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
IT Service Desk Analyst
Arya Hamrah Samaneh
09.2012 - 11.2015
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Maintained up-to-date expertise in relevant technologies by attending industry conferences, participating in webinars, and staying current with trade publications.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Played a crucial role in the planning and execution of disaster recovery exercises to ensure business continuity in the event of a critical system failure.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Contributed significantly to the implementation of a new IT service desk platform that improved efficiency and reporting capabilities.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
Health Insurance Agent
Atieh Sazan Hafez
01.2011 - 09.2012
- Maintained compliance with all industry regulations while completing paperwork accurately and efficiently.
- Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Efficiently managed high-pressure situations such as claim denials or unexpected policy cancellations.
- Negotiated favorable rates for clients through diligent research and effective communication with providers.
- Analyzed risk factors to recommend appropriate coverage levels.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
Education
Post-Baccaleurate Diploma - Wireless Networking
George Brown College
Toronto, ON09.2023
Bachelor of Science - Computer Software Engineering
Qazvin Azad University
Qazvin, Iran01.2011
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Staff Training
- Project management abilities
- Report Generation
- Process Optimization
- Documentation
- Follow-up skills
Languages
English
Full Professional
Persian
Native or Bilingual
French
Elementary
Certification
ITIL V3
Work Preference
Work Type
Full TimeInternshipLocation Preference
HybridRemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offInterests
Photography
Painting
Philanthropy
Spending time with animals and pets
Timeline
Customer Service Representative
Harry Rosen
02.2023 - 09.2024
IT Service Management Consultant
Arya Hamrah Samaneh
11.2016 - 02.2022
IT Service Desk Supervisor
Arya Hamrah Samaneh
11.2015 - 11.2016
IT Service Desk Analyst
Arya Hamrah Samaneh
09.2012 - 11.2015
Health Insurance Agent
Atieh Sazan Hafez
01.2011 - 09.2012
Post-Baccaleurate Diploma - Wireless Networking
George Brown College
Bachelor of Science - Computer Software Engineering
Qazvin Azad University
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