Summary
Overview
Work History
Education
Skills
Certification
References
Volunteer Experience
References
Timeline
Generic

IDRIS TIJJANI

Winnipeg,Canada

Summary

Dynamic operations specialist with a proven track record at Skip the Dishes, enhancing quality control processes and boosting team productivity. Skilled in troubleshooting and customer service, I excel in fostering collaboration and driving results, achieving a 20% reduction in defect rates while leading teams to exceed performance expectations.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Operations Specialist

Skip the Dishes
Winnipeg, Canada
01.2024 - 09.2024
  • Quality Control: Implemented rigorous quality control processes, reducing defect rates by 20% and improving product consistency and customer satisfaction by 15%.
  • Management Skills: Managed a team of 15+ employees, boosting productivity by 25% and saving $50,000 annually through streamlined processes.
  • Troubleshooting and Diagnosis: Efficiently diagnosed and resolved technical issues, reducing troubleshooting time by 30% and enhancing system reliability.
  • Teamwork and Independence: Excelled in both team collaboration and independent tasks, contributing to a 95% client retention rate by exceeding expectations.
  • Communication Skills: Improved internal communication processes, resulting in a 20% increase in project completion rates through clear and effective communication.
  • Customer Service: Delivered exceptional customer service, achieving a 98% satisfaction rating and a 15% increase in repeat business.
  • Power and Hand Tool Operation: Reduced equipment downtime by 15% through the skilled operation and maintenance of power and hand tools, ensuring continuous production.
  • Resolved customer service issues in a timely manner, ensuring customer satisfaction.
  • Managed projects from conception through completion, developing plans, assigning tasks, and monitoring progress.
  • Created detailed reports summarizing operational performance metrics for management review.
  • Assisted with team and company-wide projects as needed.

Customer Care Aid

Community Wellness Centre
Winnipeg, Canada
07.2023 - 12.2023
  • Assisted with patients mobility and daily routines in a residential styled setting.
  • Provided companionship, emotional support, and culturally appropriate care.
  • Monitored and documented patients behaviours and needs for nursing staff.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Technical Support Representative

Shaw Inc
Winnipeg, Canada
01.2022 - 06.2023
  • Provided comprehensive technical assistance and troubleshooting guidance for network, internet, cable, digital phone, and computer issues via phone, email, and chat, delivering exceptional customer experiences while adhering to support scope guidelines.
  • Resolved escalated customer service issues efficiently, diagnosing system errors and implementing tailored solutions, while educating customers on maximizing the benefits of Shaw products and services.
  • Maintained detailed records of customer interactions and transactions, ensuring thorough documentation and escalation of potential service issues, while identifying opportunities to improve service levels and elevate customer experiences.
  • Worked closely with sales, marketing, and engineering teams to address customer needs comprehensively, while actively promoting and selling the features, advantages, and benefits of Shaw products, enhancing both customer satisfaction and business outcomes.
  • Utilized strong time management and multi-tasking skills to maintain high service levels, balancing support tasks with additional responsibilities as needed.
  • Provided actionable feedback to leadership teams to improve processes and the customer service environment, contributing to ongoing enhancements in service delivery.
  • Supervised a team of 15-20 agents, expertly managing escalations and facilitating approvals, maintaining an average handle time of 3 minutes, and ensuring efficient resolutions.
  • Provided frontline agents with prompt responses, averaging 60 seconds, while effectively handling escalations to maintain operational flow.
  • Collaborated with supervisors to identify agents needing support, delivering targeted coaching with specific improvement plans that enhanced team performance.
  • Attracted and retained potential customers by expertly addressing product and service inquiries, maintaining 100% accuracy in customer records, and resolving issues through thorough analysis, effective solutions, and diligent follow-up to confirm satisfaction.

Front Dest & Intake Cordinator

Healing hands medical centre
Winnipeg, Canada
02.2021 - 01.2022
  • Welcome patients and coordinated appointments with medical staff.
  • Assisted clients in understanding treatment schedules and boarding procedures.
  • Adhered to confidentiality guidelines when handling sensitive information about clients.
  • Monitored client's activities while at the facility and documented any changes in behavior or attitude.
  • Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.

Customer Service Representative

24-7 Intouch
Winnipeg, Canada
04.2018 - 12.2020
  • Supervised a team of 15-20 agents, expertly managing escalations and facilitating approvals, maintaining an average.
  • handle time of 3 minutes, and ensuring efficient resolutions.
  • Provided frontline agents with prompt responses, averaging 60 seconds, while effectively handling escalations to maintain operational flow.
  • Collaborated with supervisors to identify agents needing support, delivering targeted coaching with specific improvement plans that enhanced team performance.
  • Attracted and retained potential customers by expertly addressing product and service inquiries, maintaining 100% accuracy in customer records, and resolving issues through thorough analysis, effective solutions, and diligent follow-up to confirm satisfaction.

Assistant Inventory Manager

Flatland Productions Service
Winnipeg, Canada
05.2017 - 04.2018
  • Managed inventory tracking to ensure all items were updated and properly sorted, streamlining operations by ensuring trucks were loaded and dispatched on schedule.
  • Unloaded freight from curbside trucks onto conveyors and vice versa, handled bulk and non-conveyable items manually, and scanned all shipped or received mail and packages to identify improperly sorted items or those marked for priority or weekend delivery.
  • Efficiently loaded freight into linehaul and cube trucks, ensuring safe and timely delivery. Preloaded mail and packages into curbside delivery vehicles, contributing to the smooth operation of delivery processes.
  • Led a team to ensure that tasks such as loading, unloading, and freight handling were completed on time, maintaining adherence to safety and operational standards.
  • Ensured accuracy in tracking, sorting, and scanning of packages and mail, maintaining high standards in the shipping and receiving process.
  • Resolved logistical challenges quickly, maintained schedules, and met tight deadlines while ensuring quality control at every stage of the project.

Education

BACHELOR OF ARTS - ECONOMICS

University of Manitoba
Winnipeg
12.2024

Skills

  • Quality Control
  • Management Skills
  • Troubleshooting and Diagnosis
  • Teamwork and Independence
  • Communication Skills
  • Customer Service
  • Power and Hand Tool Operation
  • First aid and CPR

Certification

  • First-Aid/CPR Certified
  • Respect in Sport
  • WHIMIS Certification

References

Available upon request

Volunteer Experience

Head Coach, Volts FC, Winnipeg, Winnipeg, MB, 04/01/21, Present

References

References available upon request.

Timeline

Operations Specialist

Skip the Dishes
01.2024 - 09.2024

Customer Care Aid

Community Wellness Centre
07.2023 - 12.2023

Technical Support Representative

Shaw Inc
01.2022 - 06.2023

Front Dest & Intake Cordinator

Healing hands medical centre
02.2021 - 01.2022

Customer Service Representative

24-7 Intouch
04.2018 - 12.2020

Assistant Inventory Manager

Flatland Productions Service
05.2017 - 04.2018

BACHELOR OF ARTS - ECONOMICS

University of Manitoba

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