Zughuman Hirse
Toronto,Canada
Summary
Results-driven marketing and sales expert with a proven track record at H&M Eaton Centre and TELUS' AlarmGuard. My understanding of product knowledge and customer satisfaction eventually led me to become a member during the implementation of the BOPIS system at H&M, a new online shopping system for the store. Skilled in applying trends and insights to optimize sales strategies and prevent sales issues, I became a team lead in this department, teaching coworkers how to use our store applications and handling tense customer disputes. This has seen me become a strong team player, with a talent for fostering client and worker relationships in high-pressure settings.
Overview
4
4
years of professional experience
Work History
Sales coach/associate
H&M
09.2023 - Current
- Assisted customers in locating and selecting merchandise, providing recommendations based on current fashion trends, and individual style preferences.
- Managed cash register operations, ensuring accurate transactions and excellent service during checkout, with the end goal of getting the customer to sign up for our membership.
- Managed cash till operations, the distribution of cash from each register in the store into our bill counter, and subsequently into the company to efficiently track the finances going in and out of the store.
- Contributed to store maintenance, including unloading new stock, and replenishing items that are running low in inventory. This also includes tidying, hanging, and folding clothes in messy areas due to high customer volume.
- Helped with the launch of H&M’s 'Buy Online, Pick Up in Store' (BOPIS) system, supporting the integration of online and in-store operations, inevitably improving customer convenience and spiking an increase in sales.
- Received and processed online orders by locating merchandise on the sales floor, packaging items accurately, and preparing them for customers to pick up in 3 to 7 days.
- Communicated with customers via phone call when necessary to update them on order status, resolve order issues, and ultimately ensure either a smooth pickup experience or that the customer receives their money back.
- Played a leading role in launching H&M and the BOPIS team's collaboration with DoorDash, successfully handling and dispatching the first-ever DoorDash order fulfilled by an H&M store in Canada.
- Collaborated with upper management and technical teams to optimize new and better BOPIS processes, ranging from app updates to issues with the store sensors. In doing so, we provide feedback to enhance our operations and ultimately make it easier for us, as employees, to handle this system.
- Trained and supported co-workers on OMNI procedures and DoorDash procedures to expand our team and ensure consistent and reliable service delivery.
Sales Associate
TELUS, Alarm Guard security systems
07.2023 - 10.2023
- Promoted security system products and TELUS cellphone services to potential clients through engaging demonstrations, and detailed explanations of features and benefits.
- Conducted research on crime statistics in Toronto, leveraging data to inform potential clients and companies about the need for robust security solutions, and the advantages of integrated mobile services. Connecting my research to the benefits of our product.
- Handled customer inquiries, providing detailed product knowledge, and troubleshooting support to enhance customer satisfaction.
- Researched and analyzed crime statistics to develop security solutions involving our product packages that address the specific needs of specific people, including vulnerable communities and disabled people.
- Enhanced customer understanding and engagement through tailored communication strategies that addressed the unique needs of clients with disabilities.
- Assisted in the coordination of installation schedules between clients and technicians, ensuring timely and efficient service delivery.
Event helper/Organiser
FanExpo
08.2022 - 08.2023
- Assisted with the planning, organization, and execution of the event.
- Supported the event management team with various tasks, such as vendor coordination and attendee registration.
- Monitored and managed event spaces, ensuring compliance with safety regulations, cleanliness standards, and crowd management protocols.
- Resolved customer complaints in a professional manner, such as the quality of the product and cost disputes with customers.
- Proactively identified and resolved sales issues and trends during the event, particularly relating to high- or low-selling products, and even product setup. Ensuring a better experience for attendees, and more sales for our team.
Window Cleaner/Marketer
CollegePro
07.2022 - 10.2022
- Efficiently scrubbed, washed, and wiped windows, ceilings, gutters, and glass partitions on the interior and exterior of buildings.
- Advocated on behalf of the company by providing potential clients with information concerning the services, product information, and costs.
- Positioned, arranged, and removed ladders to prepare for the job, and ensured that all safety procedures were adhered to.
- Effectively communicated with clients after service to ensure maximum satisfaction.
- Conducted research and client surveys to understand customer needs, improving service delivery, and customer satisfaction.
Education
Bachelor of Arts - Politics & Governance
Toronto Metropolitan University
Toronto, ON, Canada07-2026
Skills
- Customer service
- Market research
- Team collaboration
- Sales analytics
- Negotiation techniques
- Microsoft Office (Word, Excel, Outlook)
- RStudio
- Writing and research
- Presentations (Microsoft, Google)
- Communication
- Analytical skills (decision-making)
- Relationship building
- Organization
- Leadership
- Time management
- Qualitative and quantitative research
- Technical skills
Leadership Experience
- Facilitator, TMU Tories, Helped facilitate the creation of campus group.
- Team Lead, TELUS AlarmGuard, led the team that focused primarily on security over mobile services
- Team Lead, H&M BOPIS department, Led the buy online pick up in store department.
- Class Representative, High School, 09/01/20, 06/01/21, Advocated for student needs and worked towards enhancing student engagement and inclusivity.
Timeline
Sales coach/associate
H&M
09.2023 - Current
Sales Associate
TELUS, Alarm Guard security systems
07.2023 - 10.2023
Event helper/Organiser
FanExpo
08.2022 - 08.2023
Window Cleaner/Marketer
CollegePro
07.2022 - 10.2022
Bachelor of Arts - Politics & Governance
Toronto Metropolitan University