Sheena Samuel

Operations and customer service professional with experience in general management, infrastructure support, technical troubleshooting, sales, administration, and client relations. Skilled in handling high-volume workflows, resolving customer issues, coordinating vendors and teams, maintaining accurate records, and improving operational processes. Strong written and verbal communication, analytical problem-solving, negotiation, and training skills with a proven ability to work independently and collaboratively in fast-paced environments.

General Manager & Sales and Marketing Lead - Mi'raaj Halal Farms Inc

(2021-08)

• Oversee daily business operations, staff supervision, scheduling, customer service, and operational planning in a fast-paced environment.
• Lead sales and marketing initiatives to expand customer reach, strengthen client relationships, and support revenue growth.
• Build and maintain relationships with retailers, vendors, distributors, and clients to support business partnerships and service quality.
• Manage customer inquiries and concerns, vendor coordination, invoicing, payment processing, expense tracking, and financial reporting.
• Coordinate inventory, supply ordering, and operational logistics while identifying opportunities to improve workflow efficiency.
• Train and support employees, reinforce service standards, and contribute to a positive, accountable team environment.
• Resolve operational issues independently and implement practical process improvements while maintaining company procedures and safety standards.

Infrastructure Management Analyst - Multiview Locates Inc

(2019-07 - 2021-07)

• Managed 250+ daily Rogers and Cogeco utility tickets, prioritizing urgent requests and ensuring timely resolution.
• Assisted 25+ clients daily by troubleshooting issues, resolving service concerns, and providing clear technical guidance.
• Handled 30+ inbound calls and 25+ daily emails while maintaining professional customer service and communication standards.
• Maintained accurate and confidential electronic client records and managed 50+ active files with strong attention to detail.
• Troubleshot technical and computer-related issues using analytical and problem-solving skills to identify effective solutions.
• Trained and mentored new support staff and assisted with onboarding, workflow improvements, and day-to-day operational coordination.

Technical Specialist & Technician - Fibertech Inc

(2018-09 - 2019-04)

• Diagnosed and resolved technical issues through testing, troubleshooting, system maintenance, software installations, and operating system repairs.
• Supported clients by explaining technical concepts clearly and providing service-oriented assistance.
• Maintained technical equipment valued at $10,000+ while supporting operational reliability and efficiency.
• Built effective working relationships with vendors, management, and support teams to resolve service issues.
• Assisted with predictive and preventive maintenance activities to support business continuity.

Desktop Technical Support - Kerala State Electronics Development Corporation

(2016-04 - 2016-11)

• Troubleshot and configured network equipment while supporting desktop and technical operations.
• Provided technical support and customer service by resolving user issues and explaining product requirements clearly.
• Supported content management systems, computer logs, and day-to-day IT operations.

Postgraduate Certificate - Wireless Networking - Lambton College (2018)

Bachelor of Engineering - Electronics & Communication - Sathyabama University (2016)