Shino Abraham
Toronto,Canada
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Center Representative
FORESTERS FINANCIAL
02.2024 - Current
- Respond to an average of 40 customers every day regarding policy updates and providing detailed information about coverage and other benefits
- Assisting members with payment issues and banking adjustments
- Educating members to move to the online portal and help them navigate to find and manage their policy details
- Help members with loan processing and policy cancellations if required
- Gather feedback from members and provide ideas for improvement to the management
- Collaborate with cross functional teams to work on projects and backlogs
- LOMA certification completed
Digital Care Consultant (Part-Time)
ROGERS COMMUNICATIONS
06.2023 - 08.2023
- Managed multiple clients by handling two chats at the same time and making sure the customers’ enquiries are addressed and their issues are resolved
- Recommended plans and services according to the customers’ unique requirements; making sure they understood what was explained and guiding them through the purchasing decisions
- Empathised with customers so that they are aware we have acknowledged their situation and helped come up with a solution to overcome that situation
- Helped technically challenged customers to navigate through their accounts on the mobile apps or computers by coaching them and making them comfortable using the app
- Promoted Rogers & Fido brands, including Roger’s Home Services, Ignite TV and Rogers MasterCard to reach the sales targets
Retail Sales Associate (Part-Time)
NESTLE - KITKAT CHOCOLATORY
11.2021 - 01.2023
- Interacted with approximately 500 customers every day, introduced products & answered queries
- Questioning clients to better tailor our services to their needs
- Worked with other team members to come up with innovative ideas to be implemented in the store and communicated the same to the management
- Lead Tracker of daily sales on behalf of Reporting Manager
Site Merchandiser / Marketing Analyst
TARGET CORPORATION
11.2020 - 08.2021
- Page Linking - Linked approximately 200+ campaigns for home decor & furniture divisions for accurate landing pages & updated relevancy by boosting items
- Internal Search Strategies – Led, implemented, & tracked seasonal key terms & increased conversion rates for 15+ search terms by adding navigations and updating relevancy
- All the search terms put together had an average increased conversion rate of 17%
- Own Brand Visibility – Improved visibility & searchability of 4000+ Target-own brand items by boosting them on category and page levels, led to increased sales and conversions
- Cross Functional Partnerships – Collaborated with 50+ team members across the Site Merchandising Pyramid, led to establishing strong relationships across functional & category peer groups
Lead Specialist – Special Works Assignment Team
TARGET CORPORATION
09.2019 - 10.2020
- .Trained & mentored 40+ team members over a period of 14 months
- Corrected data of 50k items, devised long term solutions for Fulfillment Centers to halt erroneous data labelling.
- Brought 60k+ non-browsed items on to relevant pages in collaboration with Site Merchandising team
- Sent Priority Grid reports to 150+ team members for workload prioritization and created capacity reporting on DOMO for SWAT team
Lead Item Data Specialist – Men’s Apparel
TARGET CORPORATION
04.2018 - 08.2019
- Led a 6-member team in absence of an Analyst, driving team & individual projects
- Successfully launched over 12k+ Men’s & Pride collection items
- Lead Bi-weekly calls of 6-member team to identify opportunities for improving guest experience, implemented 2 ideas each quarter
- Reported on data quality, guest feedback & team members workload prioritization to clear tasks within established timeframe
- Onboarded & mentored 7 new team members, charting their progress with mock assessments for continued professional and personal success
Senior Item Data Specialist – Kids & Men’s Apparel
TARGET CORPORATION
08.2016 - 04.2018
- Took reigns over operation for Men’s Tops & Essentials categories with 40k+ items set up digitally and launched every year
- Created Data Quality Metric Dashboard for use by 16 team members, rolled out to other category teams on attaining success upon launch
- Post setup, audited items online to facilitate the work of Inventory Analysts and Vendors for production
- Conducted bi-weekly stakeholder meetings with Buyers, Inventory Analysts & Merchandise specialists to assess progress on current projects, discuss new ideas & conceptualize brand launches
- Reported weekly on upcoming Launch Blockers & future product launches with abovementioned Stakeholder Group (of 5 Buyers, Inventory Analysts & Vendors)
- Setup approximately 2000 Target-owned items online in the Sportswear and Uniform categories every month
Customer Care Associate
DELL INTERNATIONAL SERVICES
07.2015 - 06.2016
- Interacted with approximately 50 customers every day, provided them with information about orders & pre & post sales services over the phone
- Multitasked by finding the information required by the customer while talking to them and providing them solutions at the same time
- Within organization defined timeline, had resolution rate between 96-98% for all customer issues
- Won 4 consecutive ‘Employee of the Week’ and 2 quarterly ‘Customer Satisfaction’ Awards for receiving highest satisfied customer feedback surveys
Education
Post Graduate Diploma - Global Business Management
Loyalist College
Belleville, ON01.2023
Bachelor of Business Management - Marketing
St Joseph’s College of Commerce
Bangalore01.2015
Skills
- Data Analysis
- Data Visualization
- Adobe Analytics
- Project Management
- Hierarchical Reporting
- Risk Management
- Problem Solving
- Multitasking
- Time Management
- Customer service
- Client Management
- Team / People Management
- Critical Thinking
- Adaptability
- Mentoring / Coaching
- Collaboration
- Written Communication
- Public Speaking
- Merchandising
- E-commerce
Accomplishments
- First Indian Project Manager to head a new Brand Launch from end to end in 2018.
- An increase to 91% from 66% was achieved for the attribute Size Chart coverage for Men’s category within two months.
- A 6% increase in sales was achieved by remediating over 60k+ non browsed items from different categories and navigating them onto accurate pages.
- Led an Image clean-up project for 6k items on Target.com to enhance guest experience.
- 100k Data Quality Backlog issues were reduced to “0” in less than three months which led to a better guest experience.
Certification
LOMA
Timeline
Service Center Representative
FORESTERS FINANCIAL
02.2024 - Current
Digital Care Consultant (Part-Time)
ROGERS COMMUNICATIONS
06.2023 - 08.2023
Retail Sales Associate (Part-Time)
NESTLE - KITKAT CHOCOLATORY
11.2021 - 01.2023
Site Merchandiser / Marketing Analyst
TARGET CORPORATION
11.2020 - 08.2021
Lead Specialist – Special Works Assignment Team
TARGET CORPORATION
09.2019 - 10.2020
Lead Item Data Specialist – Men’s Apparel
TARGET CORPORATION
04.2018 - 08.2019
Senior Item Data Specialist – Kids & Men’s Apparel
TARGET CORPORATION
08.2016 - 04.2018
Customer Care Associate
DELL INTERNATIONAL SERVICES
07.2015 - 06.2016
Post Graduate Diploma - Global Business Management
Loyalist College
Bachelor of Business Management - Marketing
St Joseph’s College of Commerce
Similar Profiles
JEYA BALASUBRAMANIAMJEYA BALASUBRAMANIAM
Integration Lead at Foresters FinancialIntegration Lead at Foresters Financial
KAYE FELICIANOKAYE FELICIANO
Team Lead, Commissions/Compensation at Foresters FinancialTeam Lead, Commissions/Compensation at Foresters Financial
Drishty BhanotDrishty Bhanot
Investor Service Officer at Foresters FinancialInvestor Service Officer at Foresters Financial
SUSAN THOMASSUSAN THOMAS
Service Center Representative at Foresters FinancialService Center Representative at Foresters Financial
Jenny Cheng LYUJenny Cheng LYU
Salad Prep Cook (Cold Station) at Cafe on the SquareSalad Prep Cook (Cold Station) at Cafe on the Square