Summary
Overview
Work History
Education
Skills
Timeline
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Awale Aden

Toronto,Canada

Summary

Dynamic support specialist with a proven track record of enhancing productivity and ensuring efficient task completion. Expertise in troubleshooting, software installation, and network configuration. Recognized for delivering exceptional customer service while fostering positive client relationships, all aimed at maintaining high levels of satisfaction and contributing to organizational success. Passionate about leveraging technical knowledge,strong communication and problem-solving skills.

Overview

13
13
years of professional experience

Work History

E-commerce Co-Owner

Etsy - LORDS Apparel
Toronto, Canada
04.2018 - Current
  • Responsible for maintaining first-line contact with the vendor to ensure products are made to order based on quality and brand expectations.
  • Responsible for marketing, product images, inventory, SEO research, and product data accuracy.
  • Inputting customer orders and ensuring product descriptions are up-to-date and accurate for an enhanced user experience.
  • Conducting follow-ups with missing or erroneous data from a large quantity of client orders, and troubleshooting site issues proactively.
  • Consistent research is carried out based on apparel trends to ensure that product information reflects demand and sales.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.

Tier 2 Technical Support

Concentrix
Toronto, Canada
04.2023 - 04.2024
  • Assisted clients with ensuring a positive shopping experience, and established a basis for repeated customer patronage.
  • Helped with troubleshooting issues with a variety of different products.
  • Assisted in billing information, requests for payment, refunds, and orders.
  • Assisted in completing logging, issue resolution, and verified information to ensure the best work possible.
  • Provided guidance to Tier 1 Technical Support Specialists when needed.
  • Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
  • Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.

Customer Service Representative

Millennium Car and Truck Rentals
Toronto, Canada
04.2014 - 11.2020
  • Completed rental contracts for both insurance-based and retail-based rental vehicles.
  • Consistently achieved monthly sales targets, earning the top sales performer award.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.

Market Research Analyst

Winning Research Group
Toronto, Canada
01.2012 - 12.2013
  • Identify and implement unique solutions tailored to each client and their individual or collective requirements, based on information gathering and extensive research development.
  • Work in a fast-paced, demanding sales environment while maintaining both sales performance and brand image by providing unparalleled client experience and follow-up communication.
  • Supervised accounts by ensuring accurate data entry, involving commissionable sales, using Microsoft Excel.
  • Used statistical software to log and evaluate data trends.
  • Compiled targeted or exhaustive marketing data based on needs of specific research projects.
  • Evaluated customer feedback collected through surveys or focus groups to improve product quality and design.
  • Trained interviewers in proper techniques to collect relevant and reliable data.

Education

Certificate of completion - Entry level Business Management

Alpha College Of Business & Technology

Skills

  • E-commerce
  • User Interface (UI)
  • Data analysis
  • Problem-solving
  • Task delegation
  • Customer service
  • Conflict resolution
  • Brand development
  • Creative thinking

Timeline

Tier 2 Technical Support

Concentrix
04.2023 - 04.2024

E-commerce Co-Owner

Etsy - LORDS Apparel
04.2018 - Current

Customer Service Representative

Millennium Car and Truck Rentals
04.2014 - 11.2020

Market Research Analyst

Winning Research Group
01.2012 - 12.2013

Certificate of completion - Entry level Business Management

Alpha College Of Business & Technology

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Awale Aden