Frian Aimel Gurion
Scarborough,Canada
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
6
6
years of professional experience
Work History
Front-Store Supervisor
Shopper’s Drug Mart
02.2023 - Current
- Supervised cashier and merchandising teams, ensuring adherence to store policies, procedures, and operational standards for an organized and efficient environment
- Delivered exceptional customer service by addressing inquiries related to product locations, rain checks, and other store-related matters, ensuring a seamless shopping experience
- Resolved customer complaints professionally, taking appropriate action to address their concerns while adhering to company guidelines.
- Evaluated employee performance regularly, providing constructive feedback and coaching for improvement when necessary.
- Assisted customers with product inquiries, offering expert advice, recommendations, or alternatives when needed.
- Trained new employees on store policies, procedures, and sales techniques, contributing to their success in the role.
- Enhanced customer satisfaction by efficiently managing front store operations and addressing concerns promptly.
- Managed cash handling procedures accurately, reconciling daily transactions and maintaining financial records in compliance with company policies.
- Maintained a clean and organized store environment, ensuring optimal product presentation and easy navigation for customers.
- Supported marketing initiatives such as seasonal promotions or special events by coordinating impactful in-store displays and signage.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Distributor Pricing Analyst
99 Bottles/ Giant International Software
11.2021 - 12.2022
- Simplified cost collection for distributors communicated to retailers.
- Provide support to distributors, on their chain templates on with an advanced knowledge in Microsoft Excel and other aligned concerns.
- Spearheaded one of 99 Bottles Projects in terms of Marketing and increasing profitability for 99 Bottles
- Analyzed rates and summarized findings in regular management reports.
- Developed troubleshooting, data analysis, and data verification skills in helping a client with various issues regarding the software and aiding distributors and retailers on their supply chain templates by providing training and demonstrations through call or video conferences
- Streamlined distribution processes for improved efficiency and reduced delivery times.
- Increased client satisfaction by providing exceptional service and support to distributors.
- Addressed any complaints or issues swiftly, demonstrating a commitment to excellent customer service.
- Developed strong relationships with key accounts, leading to increased repeat business.
- Developed training programs for new staff, ensuring high level of service and knowledge about products distributed.
- Used excellent listening and problem-solving skills to work with clients and quickly resolve concerns.
- Maintained positive relationships with clients to promote continued business opportunities.
- Spearheaded initiatives to improve data collection methods, enhancing the overall quality of information used for decision-making purposes.
- Identified key areas that could be enhanced and implemented successful process improvements.
Admin and Marketing Executive
Wingyard Bistro
02.2020 - 11.2022
- Planned and coordinated administrative procedures and systems and devised ways to streamline the process.
- Handled all 11 company branches, addressed concerns and ensured all branches were running smoothly.
- Maximized outreach by implementing marketing strategies to grow the customer base.
- Collaborated with advertising and promotion managers to promote products and services.
- Developed and maintained sales and marketing skills through engagement postings, promotional events, and franchise inquiries.
- Implemented marketing strategies to grow the company by encouraging potential franchisees.
- Planned and executed events and marketing programs to increase qualified leads.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Launched marketing activities for new product lines and market penetration.
- Enhanced customer engagement through the creation of compelling content on social media platforms.
- Managed workflow between staff, coordinating documents, and creative material distribution.
- Directed hiring, training and performance evaluations on staff.
Support Analyst
99 Bottles/ Giant International Software
04.2021 - 11.2021
- Provide training and demonstrations through video conferences to various distributors on using the company software.
- Handled troubleshooting, data analysis, and data verification of chain templates and website issues through Jira tickets.
- Providing professional and efficient resolution to various issues regarding the software.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution
- Guided potential clients who need to understand premium services, features, and access to other services of 99 Bottles
- Improved client satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity.
- Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Global Product Support Engineer
Giant International Software
02.2020 - 04.2021
- Assist and teach basic knowledge and steps on the system.
- One of the pioneers in the team, considered as one of the backbones of the team since we were the first foundation of the team
- Validated performance of pre-release and finished products for compliance with both regulatory standards and internal business goals.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support
- Trained and assisted new hires on the team.
- Offered assistance in implementing and developing training programs.
- Participated in software testing procedures to identify bugs and provide feedback for improvements.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshoot software and network issues.
Part-time Faculty
Saint Louis University
01.2019 - 05.2019
- Collaborated with co-faculties in developing a manual in ecology for the new curriculum of Bachelor of Science in Biology
- Designed grading rubrics and course activities including worksheets, group works and outdoor projects
- Conducted a needs assessment survey for the school's extension program at the same time summarized and evaluated the results
- Observed and evaluated student performance in meeting course objectives and student learning outcomes through assignments, projects and examinations
- Committed passionately to student development through hands-on training
- Maintained current, accurate records of course enrollment, attendance and student academic progress
Customer Service Representative
Sitel Philippines Corporation
07.2018 - 01.2019
- Listed as one of the top agents due to high one-and-done and customer commendations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanour.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and resolved discrepancies and errors in customer accounts.
Education
College Diploma - International Business
Seneca College
Toronto, ON08.2024
Bachelor of Science - Biology
Saint Louis University
Baguio City, Philippines06.2018
Skills
- Exceptional Customer Service Skills
- Proficiency in Microsoft Office (MS Excel)
- Marketing Skills
- Data Analysis
- Troubleshooting Skills
- Strong Communication Skills
- Superior Work Ethic
- Efficient Multitasking
- Computer Literate
- Supervisory & Leadership Skills
- Problem-solving skills
Timeline
Front-Store Supervisor
Shopper’s Drug Mart
02.2023 - Current
Distributor Pricing Analyst
99 Bottles/ Giant International Software
11.2021 - 12.2022
Support Analyst
99 Bottles/ Giant International Software
04.2021 - 11.2021
Admin and Marketing Executive
Wingyard Bistro
02.2020 - 11.2022
Global Product Support Engineer
Giant International Software
02.2020 - 04.2021
Part-time Faculty
Saint Louis University
01.2019 - 05.2019
Customer Service Representative
Sitel Philippines Corporation
07.2018 - 01.2019
College Diploma - International Business
Seneca College
Bachelor of Science - Biology
Saint Louis University
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