Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Zain Asim

Winnipeg,MB

Summary

Results-driven Senior Technical Support Specialist and Manager with extensive experience leading support teams, resolving complex technical issues, and ensuring high levels of customer satisfaction. Skilled in troubleshooting hardware, software, and network problems while implementing process improvements to increase efficiency and reduce downtime. Adept at mentoring and training team members, managing escalations, and collaborating cross-functionally to deliver seamless IT support. Proven track record of driving customer success, improving service delivery, and aligning support strategies with business goals.

Overview

3
3
years of professional experience
1
1
Certification

Work History

HR / service manager

TGC motors
Winnipeg, Manitoba
04.2025 - Current
  • Trained and mentored staff to improve service delivery and strengthen teamwork.
  • Coordinated schedules and resources, optimizing overall employee performance.
  • Organized recruitment events to enhance employer brand visibility and attract applicants.
  • Facilitated interview scheduling between candidates and hiring managers for efficient hiring processes.
  • Led team meetings, aligning project goals and enhancing communication effectiveness.
  • Developed training programs that improved staff skills and knowledge retention.

Customer Support Coordinator

CBI Health
Winnipeg, Canada
02.2025 - 04.2025
  • Established trust-based relationships with clients, ensuring high satisfaction through consistent check-ins and proactive support.
  • Led onboarding and training sessions to facilitate successful service adoption, enhancing user engagement.
  • Monitored customer health metrics and usage data to identify at-risk accounts, collaborating cross-functionally to address concerns.
  • Supported renewal and upsell initiatives by pinpointing growth opportunities within existing accounts.
  • Encouraged customer advocacy through testimonials and referrals to strengthen brand loyalty.
  • Maintained accurate documentation of client interactions, generating reports on trends and satisfaction for key stakeholders.

Senior Technical Specialist (L1,L2,L3,Trained TL)

Intouch CX (Marshmallow)
Winnipeg, Canada
03.2023 - 03.2025
  • Diagnosed and resolved complex technical issues, enhancing customer satisfaction ratings through effective communication.
  • Achieved high performance standards by consistently exceeding KPIs for Quality and Call Handle Time.
  • Developed training sessions for new hires, reducing onboarding time by 30%.
  • Provided technical expertise to troubleshoot and resolve intricate system issues.
  • Conducted research on emerging technologies to align with customer needs.
  • Coordinated with IT teams to ensure seamless project implementation.
  • Assisted junior team members in timely resolution of technical challenges.
  • Implemented prioritization strategies to manage high-volume workload efficiently.

Sales Specialist

Home Sense
Winnipeg, Canada
03.2022 - 03.2023
  • Customer Engagement and Sales: Provided tailored product recommendations for home improvement projects, leveraging in-depth knowledge of materials and tools. Achieved a 25% increase in sales through exceptional customer service and relationship-building techniques.
  • Sales Target Achievement: Surpassed monthly sales targets consistently, utilizing data-driven strategies to focus on key performance indicators (KPIs) and identifying opportunities for upselling and cross-selling products.
  • System Management: Effectively utilized SAP, ERP, and CRM systems to track customer interactions, manage inventory, and analyze sales data, leading to improved inventory turnover rates and enhanced customer experiences.

Education

Post Secondary Certificate - Applied Accounting

Red River College
Winnipeg, MB
01.2022

Computer Science

University of Manitoba
Winnipeg, MB
01.2021

Skills

  • Point of sale systems
  • Recruitment coordination
  • Inventory management software
  • Payroll processing software
  • Customer relationship management
  • Microsoft Office Suite
  • Technical troubleshooting
  • Interpersonal skills
  • Customer service excellence
  • Data analysis techniques
  • Mentorship and guidance
  • Effective communication
  • Accounting principles
  • Time management skills

Certification

  • HRCI Human Resource Associate Professional Certificate

Timeline

HR / service manager

TGC motors
04.2025 - Current

Customer Support Coordinator

CBI Health
02.2025 - 04.2025

Senior Technical Specialist (L1,L2,L3,Trained TL)

Intouch CX (Marshmallow)
03.2023 - 03.2025

Sales Specialist

Home Sense
03.2022 - 03.2023

Post Secondary Certificate - Applied Accounting

Red River College

Computer Science

University of Manitoba

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Zain Asim