Nima Hemasian

Senior Customer Service Rep

Newmarket, ON L3X 1R9

adynhi@r.postjobfree.com

+1-647-***-****

• Minimum two (5) years’ current demonstrated experience delivering service to customers in a contact center environment.

• Demonstrated experience in computer applications such as a Customer Relationship Management

(CRM) system and other applications.

• Demonstrated knowledge of contact center operations including telephony and technology.

• Demonstrated knowledge of complaint, de-escalation and conflict resolution techniques and ability to work with the pressure and challenges of receiving complaints on a regular basis.

• Demonstrated problem solving and decision-making skills and the ability to provide high quality customer service.

Work Experience

Senior Technical Support and CSR

Group of Gold Line, Group of Gold Line is one of the largest IPTV service providers - Toronto, ON August 2015 to Present

• Responds to inquiries and concerns received from customers across a variety of communication channels such as telephone, e-mail, live chat and walk-in customers.

• Utilizes technology and resources to provide accurate customer information.

• Appropriately manages crisis or passenger behavior calls.

• Categorizes and documents all customer interactions in the Customer Relationship Management (CRM) system.

• Responds and addresses customer feedback and complaints; completes validation process to discern whether complaints/issues require further escalation.

• Maintains awareness of department programs and services in order to service customers.

• Reports customer incidents and issues and provides information to internal stakeholders for investigation, advising management of urgent or sensitive concerns. Junior Developer

AUTOGENCE Inc - Toronto, ON

June 2014 to August 2015

• Maintained a legacy VB6 Shop Management Software (LANKAR)

• Experienced in conversion data from other Shop Management Software

• Prepared custom reports for customer with SQL

• Investigated and fixed customer issues related to Shop Management Software as a L3 developer with made a patch

• Tested, debugged and finalized new version

Front-end Web Developer and Content Manager

GRFE Group Inc - Toronto, ON

2013 to 2014

Toronto

• Maintained and developed many website using PHP, CSS, Java Script, HTML, HTML5

• Updated existing websites

• Designed/developed new websites

• Built banner and logo for variety of business and company

• Tested, tracked, and resolved bugs

Web Design

Freelancing - Toronto, ON

2012 to 2013

Education

AEC / DEP or Skilled Trade Certificate in Web Design and Development Humber College - Toronto, ON

2012

AEC / DEP or Skilled Trade Certificate in SQL and VB6 Programing George Brown College - Toronto, ON

2011

Skills

• Troubleshooting (5 years)

• Customer Service (5 years)

• Call Center (5 years)

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