Roza GEBREMARYAM
Toronto,ON
Summary
Results-driven Analyst with specialized training in Business Intelligence and Visualization from the Montreal College of Information Technology. Proficient in analyzing work functions, conducting thorough research, and processing information for managerial purposes. Adept at developing conceptual models using structured programming languages and possessing strong skills in database management, data mining, and customer support. Experienced in performing analysis on live products and deriving actionable insights from data. Highly proficient in SQL, data manipulation and creating visualizations in Tableau.
Overview
6
6
years of professional experience
Work History
Restaurant Server
SELAM
03.2024 - Current
- Cultivated warm relationships with regular customers.
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Contributed to team success by assisting fellow servers during peak hours, ensuring smooth operations.
- Greeted new customers, discussed specials, and took drink orders.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Booking Agent
GEXEL
11.2019 - 07.2021
- Demonstrated exceptional customer service skills, achieving high customer satisfaction through knowledge and friendliness in resolving problems.
- Effectively communicated special offers and promotions to customers, contributing to increased sales.
- Maintained composure and professionalism while de-escalating consumer concerns.
- Maintained accurate records of all bookings, enabling easy access to information and effective communication among team members.
- Provided exceptional customer service to both clients and venue representatives, fostering long-lasting professional relationships.
Customer Service Representative
Teleperformance
04.2019 - 11.2019
- Educated customers about company offerings and special pricing opportunities, showcasing strong product knowledge.
- Ensured adherence to quality control policies and procedures, enhancing overall customer satisfaction.
- Accurately documented customer interactions and service needs in electronic systems.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
TTEC
03.2018 - 01.2019
- Provided excellent customer service, resolving billing and service issues promptly and effectively.
- Stayed informed about current promotions and company policies to assist customers efficiently.
- Utilized de-escalation techniques to handle challenging customer interactions with professionalism.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Certificate of Technical Studies - Business Intelligence Analytics
Montreal College of Information Technology
Montreal, QC03.2023
Skills
- SQL Programming
- Data dashboard design
- Tableau Software
- Database Management
- Data Visualization
- ETL development
- Data Warehousing
- SQL Server Integration Services (SSIS)
- Data Modeling
- Microsoft SQL Server
- SQL Server Reporting Services (SSRS)
- Power BI
- Data Analysis
- Time Management
- Customer Support
- Quantitative and Analytical Skills
- SQL Query Writing
- Data Visualization with Tableau
- Excel and Google Sheets Proficiency
- Problem-Solving and Critical Thinking
- Customer Satisfaction
- Order Taking
- Organization
- Guest service
Languages
English
Timeline
Restaurant Server
SELAM
03.2024 - Current
Booking Agent
GEXEL
11.2019 - 07.2021
Customer Service Representative
Teleperformance
04.2019 - 11.2019
Customer Service Representative
TTEC
03.2018 - 01.2019
Certificate of Technical Studies - Business Intelligence Analytics
Montreal College of Information Technology