Customer Service Sales

Rikesh Mistry

Enterprise Systems & Organization

** ******** *****, *********** ** M1C 3T9 C: 647-***-**** H: 416-***-**** ******.******@*******.**

Career Objective

Successful, motivated and ambitious IT professional with a solid background in business and technology seeks a position that will allow me to utilize my education and experiences, while providing an opportunity to learn and develop new skills to contribute to a productive work environment that will support and enable the organization to exceed expectations.

Core Competencies

Experience with working with cases that involve business process reengineering Proven success as a team leader with demonstrated ability to learn new technologies quickly and effectivelyExcellent multitasking and time management skills combined with exceptional problem solving skillsTeam player with the ability to work on individual based initiativesExcellent documentation and communication skills, both written and verbalRecognized for ensuring customer satisfaction with every customerExcel in asking probing questions, researching, analyzing and rectifying problemsAttention to detail when completing final projects and reportsOrganized meetings and managed the completion of projectsKnowledge of project management methodologies including SDLC

Technical Profile

Proficient with computer hardware, software and excellent troubleshooting skills with Microsoft Windows 7, Vista, XP and 2000Experience with active directory and Windows Server including 2000, 2003 and 2008Designed object oriented system analysis diagramsBasic knowledge of website development using HTMLProficient with Microsoft Office Suite including MS Visio and MS ProjectWorking Knowledge of MS SQL coding with relational databases, use case diagrams and flow chartsBasic knowledge of SAP ERP integration and configuration

Education

Bachelor of Commerce - Business Technology Management 2007 – 2012

Major in Enterprise Systems & Organization

Ryerson University, Toronto ON

BTM Capstone project, 4th year project: Ryerson University – BTM departmentPrepared an industry analysis report to understand the strategic role of information systems in supporting the organizational objectiveIdentified opportunities to employ information technology in alignment with business strategiesDeveloped user requirements report and feasibility analysis for the design and implementation of a new strategy system

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Business AnalysisAble to evaluate business process problems, analyze and design processes to ensure organizational efficiency and effectiveness through case studiesKnowledge of adopting various approaches for managing conflicts and processes for facilitating optimum IT implementation

Systems AnalysisAble to apply object-oriented concepts and modeling techniques to various situationsProficient with MS Project and Gantt charts to identify and track key project milestones

Highlights of Professional Experience

EMBANET COMPASS KNOWLEDGE GROUP, Toronto, ON August 2010 - June 2012

Helpdesk Specialist

Provided prompt and courteous helpdesk telephone/chat/email support for students, instructors and administrators

Supported multiple schools across Canada and America with users on different operating systems

Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues

Explained step by step instructions in a courteous and professional manner via phone chat and web forms to instructors, students and administrators

Escalated issues as needed and maintain communication with the customer and technical teams

Utilized tickets to record and track issues that would be common to many users

Handled irate users under stressful work environments in a professional manner in order to retain users from giving up from learning online

Achieved service level targets with high levels of productivity, such as handling over 350 tickets per week

Delivered client interactions into a detailed ticket, and follow-up with a formal response to the appropriate end user

Supported end users on various Learning Management Systems (Blackboard, Angel, First Class, Desire2Learn, SAKAI, Moodle and It’s Learning.) as well as adhere to protocols set within client profiles

Selected to participate in special projects given by team leaders and directors such as; creating profiles, computer hardware or software upgrades and updating database accounts

CYDCOR, Scarborough, ON June 2010 - August 2010

Territory Sales Representative

Engaged, qualified and closed customers on the purchase of appropriate Rogers’s services and products - ensured sales and productivity targets are met

Communicated knowledge and expertise coupled with active listening to determine best possible product for their needs – maximized sales and reduced returns

Provided face-to-face sales and handled all aspects of the sale, including customer contracts and warranties in a professional and pressure free way creating a comfortable sales environment

Recognized for delivering superior customer service, on a daily basis, resulting in high service satisfaction realizing a high percentage of both client return and retention

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WAL-MART INC, Scarborough, ON. April 2006 - August 2010

Customer Service/Cashier Electronics DepartmentRestocked and merchandised the department by alphabetizing games, music, movies and high-ticket items to allow for a better shopping experience for the customer. Advised customers with information on products of interest to ensure it is what they needed.Modified visual standards of the department during holiday seasons to maximize profit Managed cashiering activities in areas of purchasing, returns, and exchanges, and enforced store policies in a timely and accurate manner

NETWORK SOLUTIONS, Toronto, ON June 2008 - August 2009

Customer Service Representative-Inbound/Outbound

Completed contract forms, prepared change of address records, and issued discontinuance order

Analyzed a customer's business to find a name that would be suitable for their website based on the information they provided about their business.

Renewed contracts for services, such as website hosting packages and website names

Determined charges for services requested and collected deposits based on an existing fee schedule

Resolved billing and service complaints and referred grievances to designated departments for investigation to satisfy the customer.

Extracurricular Activities

Working with students in the Ryerson Tri-Mentoring program September 2010 - June 2012Guided students by providing them information on the courses that can lead them to different paths within the business technology management programAnswered any questions the student had through arranged meetingsAnalyzed the information provided from the student to inform them about the career opportunities that are available for them

Volunteered at the Ryerson Business Technology Management Helpdesk September 2009 - May 2010Set up computers in different rooms in the school for examsDelivered computer hardware that was required by professors and students in classrooms

Assisted with activities during Frosh at Ryerson University August 2008Organized students in groups with team leadersAssisted with managing activates for studentsInvolved in planning and creating schedules for the events

References Available Upon Request

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