Anik Shourie

Demonstrated record of success refocusing employee strengths to match company standards. Proactive, hardworking and dedicated to optimizing Team performance, well organized and conscientious with excellent administrative, critical thinking and multitasking abilities.

Service desk analyst - Ministry of Health- OPS - Ontario

(2021-02)

As a service Desk Analyst, I report to the OPS (Ontario Public Service) where my primary function is to provide first tier technical support to the users of CovaxON. CovaxON is a data base solution used by the province of Ontario to track Covid-19 vaccine inventory and document immunization using this vaccine. The nature of this database and the records within it necessitates the ability to effectively function in a fast paced, mission critical technology support environment while enforcing relevant privacy and security policies.

• Collecting contact information from the users by phone or email, opening new or updating existing tickets on ESMT.
• Service Desk Analyst (SDA) receives and logs the request in the call management system.
• Receiving, documenting and resolving end-user issues in a timely and efficient manner by phone or email
• Diagnosing and identifying problems utilizing tools from a knowledge management system.
• Classifying categorizing and prioritizing incidents to ensure timely resolution through the established escalation system.
• Managing single user escalations, working with clients, setting expectations and working with other branches of OPS to resolve incidents and fulfil requests.
• Conducting Team meetings with users to support on one-on-one basis.
• Working with Training leads to ensure ESMT tickets, guidelines of new policies, reporting changes and job Aids are effectively communicated in a timely and efficient manner to the Team.

Emergency Response Officer (Part-time) - Canadian Red Cross (CRC)

(2021-05 - 2021-08)

This was a part-time assignment for filling forms of Covid-19, collecting and gathering data of travelers entering and exiting Canadian borders.

• Ensured accurate completion of forms to facilitate the vaccination process, Covid-19 sample tests taken on the spot.
• Collaborated with team members to streamline data gathering and entering them on the computer.
• Contributed to the CRC mission of supporting public health initiatives during the pandemic.
• Experience with Dispatch and 911 call logs.

Training Specialist - Bell Mobility - Missisauga, On

(2012-04 - 2020-09)

As a training specialist, I conducted virtual and in class training for new hires, focusing on customer service and retention processes.

• Delivering Training and instructions to provide hands on tools to new hiring teams in Western Canada, BC, Asia (Philippians) and Ontario.
• Developed Created and distributing training materials, such as job aids, presentations, and e-learning content to enhance the knowledge and skills of users, considering the needs of each department.
• Trained users on telephone- Avaya telephony system and various applications used within the company.
• Identifying performance gaps and training needs for agents
• Monitoring sales metrics and creating reports on training effectiveness, including feedback on employee progress
• Boosted employee confidence by providing skilled training to improve knowledge and productivity
• Discussing marketing and competitive offers with internal reps to promote progress
• Perform payroll functions such as maintaining time keeping, information and processing
• Compiled data on company goals, department needs and employee training requirements
• Trained new tech trainers to ensure consistency in customer service and quality.

Retention Supervisor- Client Relation Help Desk - BRS - Missisauga, On

(2007-09 - 2011-10)

• Assisted clients with responding to their inquiries, handling telephone requests, email requests, social media requests on bell.ca/ contact us and solving problems and providing new solutions.
• Worked directly with management and marketing team to brainstorm ideas to improve products and introduce new products.
• Created weekly newsletters to communicate new rate plans, features, promotions on hardware and loyalty offers with all team involved to promote sales and reduce churn.
• Managed client correspondence and records for maximum efficiency and accuracy.
• Build long –term, loyal customer relations by providing top notch service and detailed order, account and service information.

HRM - Sheridan COLLEGE

Bachelors in ARTS - English Honors - Punjab university