ARMIN JIRENY
Kitchener
Summary
Motivated and client-focused professional with 3 years of experience in customer-facing roles and a strong foundation in IT business analysis. Certified in Investment Funds in Canada (IFC) through the Canadian Securities Institute (CSI), with a solid understanding of mutual funds, financial products, and regulatory compliance. Adept at building client relationships, identifying financial needs, and delivering tailored solutions. Known for strong communication skills, problem-solving ability, and a commitment to providing exceptional service in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Teleperformance
02.2025 - 04.2025
- Handling a high volume of inbound and outbound communications with professionalism and efficiency, ensuring timely and effective resolution of diverse customer inquiries.
- Demonstrating a customer-first approach by delivering accurate information, empathetic support, and tailored solutions aligned with client needs and expectations.
- Navigating complex systems to process transactions, update account details, and troubleshoot service-related issues while maintaining compliance with company policies and regulatory standards.
- Utilizing active listening and advanced communication skills to de-escalate concerns, build rapport, and enhance overall customer satisfaction.
- Consistently meeting or exceeding key performance indicators (KPIs) in a high-paced environment by applying strong time management, adaptability, and critical thinking skills.
- Collaborating cross-functionally with internal departments to escalate unresolved issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Technical Support Specialist
Gatestone
10.2023 - 12.2024
- Delivered high-quality technical support by promptly addressing customer inquiries and issues, ensuring optimal satisfaction.
- Utilize knowledge base and internal systems to research solutions, document incidents, and improve overall service quality.
- Demonstrated proficiency in diagnosing and resolving technical issues efficiently, contributing to a seamless customer experience.
- Successfully translated complex technical information for non-technical users, fostering understanding and enhancing overall customer communication.
- Maintained accurate and comprehensive records of customer interactions and solutions, ensuring efficient follow-up and continuous improvement.
- Worked collaboratively with cross-functional teams to address complex technical challenges, contributing to effective and comprehensive solutions.
- Provided exceptional customer support via phone, email, and chat to enhance user experience.
Junior Business Analyst
Avdhoot Cooperation
09.2019 - 12.2021
- Analyzed business requirements and documented findings to support project development.
- Assisted in data collection and analysis to inform decision-making processes.
- Developed user-friendly reports to track project progress and performance metrics.
- Collaborated with cross-functional teams to optimize workflows and drive process improvements.
- Assisted in preparing monthly financial reports for management review and strategic decision-making.
- Supported annual budgeting processes by gathering data and creating detailed expense projections.
Education
Postgraduate Diploma - Information Technology Business Analysis
Conestoga College
Kitchener, ON04.2023
Bachelor of Science - Information Technology
Charusat University
06.2020
Skills
- Experienced in using ServiceNow for logging, tracking, and resolving technical issues efficiently as part of the troubleshooting process
- Proficient with Salesforce CRM to manage customer interactions, track service requests, and ensure timely resolution of client concerns
- Familiar with ticketing systems and workflow automation tools to prioritize support tasks
- Advanced proficiency in Microsoft Excel, PowerPoint, Visio, and Word for comprehensive data analysis and presentation
- Skilled in using Jira to track bugs, manage support tickets, and collaborate with cross-functional teams for timely issue resolution and project updates
- Knowledge of Agile methodologies, with experience working in sprint-based environments to support iterative issue resolution and continuous improvement in team performance
- Intermediate knowledge of SQL and Python for effective data retrieval data manipulation tasks
- Skilled in Tableau and Power BI, utilizing these tools to create impactful reports and visualizations
Certification
- Investment Funds in Canada (CSI).
- Python for Data Analysis and Data Science.
- Fundamentals and Essentials of Visualization with Tableau.
- Foundations of Project Management and Agile Fundamentals.
- ServiceNow ITSM Processes.
- Introduction to Service Management with ITIL 4
Timeline
Customer Service Representative
Teleperformance
02.2025 - 04.2025
Technical Support Specialist
Gatestone
10.2023 - 12.2024
Junior Business Analyst
Avdhoot Cooperation
09.2019 - 12.2021
Bachelor of Science - Information Technology
Charusat University
Postgraduate Diploma - Information Technology Business Analysis
Conestoga College
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