Summary
Overview
Work History
Education
Skills
Timeline
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Abel Sharly

Toronto

Summary

With a proven track record at Concentrix, I excel in technical support and client service, blending problem-solving abilities with effective communication to enhance user experiences. Skilled in device troubleshooting and relationship building, I've significantly contributed to project success and client satisfaction, ensuring high-quality outcomes in fast-paced environments.

Overview

4
4
years of professional experience

Work History

Technical Advisor

Concentrix
04.2024 - Current
  • Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
  • Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere.
  • Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
  • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs')
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Log all incoming calls and accurately complete case notes in the call tracking database
  • Supported proposals with documentation and accurate technical information.
  • Served as liaison between IT professionals and clinets
  • Developed troubleshooting guidelines to resolve common technical issues.
  • Collaborated with different departments to ensure smooth implementation of new technologies.
  • Maintained high technical standards by regularly reviewing, analyzing, and correcting team.
  • Drove long-term client satisfaction by developing strong, professional relationships with clients.
  • Created detailed documentation on processes, procedures, and user guides for various systems.
  • Delivered exceptional customer service to bolster strong relationships and build positive experiences.

Technical Consultant

Voysus
10.2023 - 03.2024
  • Supported users with technical troubleshooting and software updates.
  • Provided ongoing support for clients, addressing technical issues as they arose.
  • Assisted in development of proposals and presentations for prospective clients.
  • Analyzed client's technical requirements and developed customized solutions.
  • Collaborated with sales teams to identify potential opportunities within target markets.
  • Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
  • Led technical workstreams and drove closure of associated decisions and issues.
  • Researched emerging trends in technology to provide informed recommendations to clients.

Associate

Nasco Propane
04.2023 - 09.2023
  • Assisting Propane Gas filling into appropriate tanks
  • Active participation in inventory management
  • Expertise in Powerwire to manage inventory details such as price and quantity
  • Creating databases and spreadsheets to improve inventory management accuracy
  • Identified issues and solutions to eliminate backlog and maximize workflows.
  • Observed and tracked daily performance of computer systems to achieve optimization.
  • Delivered exceptional customer service by actively listening to concerns and addressing them promptly.
  • Maintained detailed records of daily support activities and resolutions.
  • Utilized wide range of technical support tools and software for issue resolution.

Technical Specialist

Purolator
07.2022 - 03.2023
  • Managed high-volume call center inquiries, ensuring customer satisfaction through effective communication.
  • Developed strong relationships with vendors, negotiating favorable pricing and support agreements for the shipping.
  • Updated records with details of customer interactions and transactions.
  • Provided ongoing support for clients, addressing technical issues as they arose.
  • Offered to assist with additional tasks to keep projects on-task and meet tight deadlines.
  • Performed manual labor tasks to detailed instructions from supervisors.
  • Documented, researched, and resolved customer service issues.
  • Upheld company policies while ensuring customer satisfaction in all interactions.
  • Facilitated weekly team meetings to discuss customer service metrics and goals
  • Enhanced customer loyalty by providing personalized service solutions.
  • Collaborated with internal departments to find resolutions and conduct further research on customer account.

Client Service Coordinator

Business Enterprise Centre
03.2022 - 06.2022
  • Managed email and chat support, ensuring responsive communication.
  • Compiled daily reports on customer service activities and outcomes.
  • Adapted communication style to meet needs of diverse customer base.
  • Managed daily workloads by organizing schedules and delegating tasks.
  • Processed customer transactions accurately and swiftly.
  • Trained new staff on customer service protocols and company policies.
  • Investigated customer complaints, identifying and changing processes to remove faults.
  • Identified issues and solutions to eliminate backlog and maximize workflows.
  • Offered to assist with additional tasks to keep projects on-task and meet tight deadlines.

Administrative Assistant

Destination Advisor
07.2021 - 02.2022
  • Organized and updated file systems, keeping records easily retrievable.
  • Implemented new email management system to reduce inbox clutter.
  • Provided exceptional customer service, resolving issues promptly.
  • Tracked project deliverables and kept stakeholders informed with regular updates.
  • Created and maintained databases used by multiple office members.
  • Scheduled meetings, trips, and appointments for team and maintained master calendar.
  • Managed daily office operations and maintained organized workspace.
  • Updated tracking spreadsheets with metrics and used data to create charts and reports.
  • Handled sensitive information with discretion while maintaining confidentiality protocols.
  • Helped office personnel with errands, paperwork and data entry.
  • Delivered fast and friendly service to handle questions and service complaints.
  • Documented, researched, and resolved customer service issues.

Education

Post Graduate Diploma - Logistics And Supply Chain Management

Northern College
Timmins, ON
11-2023

BBA - Business Administration in Aviation

Kristu Jayanthi College
India
07-2022

Skills

  • Supply Chain
  • User support
  • Management
  • Customer service
  • Manufacturing
  • SAP
  • Data entry
  • Active listening
  • Device troubleshooting
  • Problem-solving abilities
  • Effective communication
  • Project planning
  • Multitasking
  • Time management abilities
  • Data modeling skills
  • Relationship building
  • System logic management
  • Technical support
  • Attention to detail
  • Mobile technologies

Timeline

Technical Advisor

Concentrix
04.2024 - Current

Technical Consultant

Voysus
10.2023 - 03.2024

Associate

Nasco Propane
04.2023 - 09.2023

Technical Specialist

Purolator
07.2022 - 03.2023

Client Service Coordinator

Business Enterprise Centre
03.2022 - 06.2022

Administrative Assistant

Destination Advisor
07.2021 - 02.2022

Post Graduate Diploma - Logistics And Supply Chain Management

Northern College

BBA - Business Administration in Aviation

Kristu Jayanthi College

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Abel Sharly