Nairy Beremian
Toronto,ON
Summary
Consummate Business Process Analyst with documented history of breaking extremely complex business processes into easily understandable, manageable components. Adept at unraveling process opacities that hide unforeseen flaws to create transparent and efficient workflows. Provides collaborative methods for gradual, consistent improvement through synergistic efforts.
Overview
8
8
years of professional experience
Work History
Process Analyst
The Home Depot Store Support Center
2020.01 - 2024.07
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with +20 stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Drove operational efficiency by automating routine tasks, freeing up staff to focus on more complex issues.
- Facilitated workshops for stakeholders to gather requirements, ensuring projects aligned with business objectives.
- Collaborated with IT to develop business intelligence tools, enhancing quality of data-driven decision-making.
- Increased project visibility by creating comprehensive dashboard for real-time status updates, improving stakeholder communication.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Provided technical support for troubleshooting analytics and reporting issues.
- Initiated timely response to emails, voicemails, and written correspondence.
Contact Centre Supervisor
The Home Depot Store Support Center
2017.10 - 2020.10
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
- Streamlined training modules for new hires, leading to significant reduction in onboarding time.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
- Supervised 35 Customer Care Specialists in providing excellent customer service to callers requiring assistance.
Project Support Coordinator
The Home Depot Store Support Center
2016.02 - 2017.10
- Maintain excellent service levels in key performance areas such as order cycle completion
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Fostered partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
- Worked with other departmental staff to answer questions and resolve problems.
- Answered +50 phone calls and responded to inquiries from customers, vendors and other external contacts.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
No Degree - Project Management
University of Toronto
Toronto, ON06.2024
College certificate - Business Studies
Seneca College
Toronto, ON07.2017
Recognition of Achievement - Professional Bookkeeping
Seneca College
Toronto, ON06.2017
B.Sc. - Computer Science
University of Technology
Baghdad, Iraq07.2003
Skills
- Technical team interactions
- Effective Communication
- Process change management
- User Acceptance Testing
- Software development life cycle
- Knowledgeable in Salesforce, Jira, Miro, Microsoft Software
- Presentation Skills
- Business process modeling
- Workflow Analysis
- Requirements Gathering
- Meeting participation
- Stakeholder Management
- Project objective understanding
- Data-driven decision-making
- Process Mapping
Accomplishments
- Collaborated with team of +25 in the development of Salesforce as a Customer Relation Management tool.
- Collaborated with team of +50 in the development of PMT Platform as a Project Management tool.
- Supervised team of 35 staff members.
Educationcertifications
- Recognition of Achievement in Professional Bookkeeping, Seneca College
- College certificate in Business Studies, Seneca College
- B.Sc. of Computer Science, University of Technology, Baghdad
References
Available upon request
Languages
English
Full Professional
Arabic
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteSoftware
Microsoft Office
Salesforce
Jira
Miro
SAP
Timeline
Process Analyst
The Home Depot Store Support Center
2020.01 - 2024.07
Contact Centre Supervisor
The Home Depot Store Support Center
2017.10 - 2020.10
Project Support Coordinator
The Home Depot Store Support Center
2016.02 - 2017.10
No Degree - Project Management
University of Toronto
College certificate - Business Studies
Seneca College
Recognition of Achievement - Professional Bookkeeping
Seneca College
B.Sc. - Computer Science
University of Technology
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