Foram Shah

Experience

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  Tim Hortons STL

  Nov 2018 - Dec 2020

  Supervisor and Trainer

  • Exhibited leadership skills by introducing a shift handover and login system through effective staff training which increased sales up to 20% in 6 months • Assisted colleagues to solve problems and accomplish work objectives seamlessly, resulting in a reward certificate from the store owner and manager for “Team Leader of the Year: 2019” • Improved customer satisfaction rates by up to 20% from previous year by reviewing and implementing new services such as creating an open and welcoming environment by being humble and supportive of the customers• Trained several employees as a part of their onboarding to the team and supported in training to upskill employees in multiple departments by being an ambassador of the culture Show less

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  Trust Life & Investments Inc

  Sept 2019 - Dec 2019

  Web Developer

  • Collaborated with cross-functional team to help to edit new features which aided with achieving a seamless process to complete end product• Increased development of the website by 100% by implementing design and testing with agile methodologies software development• Liaised with the manager and project manager by providing development time estimates and progress updates, with efficiency and accuracy• Work with the UI/UX design and content owner to iOS and Android browser-based UI prototypes and final design• Provide 24x7 on-call support periodically throughout the five-six months and ensure that apps are tested to meet the total performance requirement• Managed tasks within Agile framework, cleared sprinted tasks and controlled JIRA workflows Show less

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  Sitel

  Jul 2020 - Oct 2020

  Customer Support Specialist

  • Identified and tracked obstacles for customer support requests using CRM, and found effective ways to overcome them with the resources available such as RIO and CAP with data-entry • Resolved 20-25 tickets daily related to customer’s technical issues while gathering information from customers using CRM tool to create service incidents and/or service requests to document issues experienced and troubleshooting steps performed for future references• Dispatched technical resources to client sites including priority setting and problem tracking instructions for field engineers to ensure resolution of problems• Organized client information by entering numerical data into databases with speed and accuracy using 10-key pad. • Suggested new tactic to persuade cancelling customer to stay with the company, resulting in a 3% decrease in cancellations and increase in reported customer satisfaction rate by 20% • Trained 5 new team members over 2 months resulting in an increased customer satisfaction ratio Show less

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  Rogers Communications

  Aug 2021 - Sept 2022

  Technical Support Consultants - Ignite

  • Maintain productivity, handles tickets representing technical demands or challenges created by personnel and troubleshoot technical and procedural issues• Analyzes user objectives and tests software compatibility with current hardware and applications to evaluate vendor-supplied software• Supporting project activities for client-server support operations including service requests and non-ticketed work to client operating systems, modem, hardware, software, applications, or network systems are among the primary job duties• To assist customers by performing analysis of various issues relating to LANs,WANs, desktop computers, Internet connectivity and the installation of hardwareand software Show less