Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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, ON
04.2023

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
ARMIN JIRENY