Anil Bena Email & Phone Number

Dubai, United Arab Emirates

Montreal, Canada Area

Support Ticket Analysis (Jira Service Desk Tool).Debugging.Use existing documentation (Confluence tool) and adding contributions when needed.Transfer tickets to other teams when it is necessary.Records management and communication with all third parties (Rogers, Kijiji, Trader, CarGurus, vAuto, CDK, Rapid RTC, etc.).Configuration with various tools available online (MySQL, Unix, GoDaddy, Facebook Business Manager, Google Tag Manager, Google Analytics, Google Console Search, Webmail, ExaVault, Postman, Grafana, Kibana, Klipfolio, Trello, etc.) and developed by the company (XMS Pro, XMS Delta, Access360, CRM, ops-admin, etc.).Internal coordination for launching new websites.Apache configuration.Management of customer's domain names and SSL certificates.Active participation in the continuous improvement of the processes followed by the team.Perform other duties related to position that are assigned.

Montreal, Canada Area

Role involved in payment industry to provide financial support for merchants regarding payment processing through terminals. Taking inbound calls from merchants calling for financial inquiries and doing outbound when required.First level of support for business needs; balancing, billing, profile change (business name, banking information), some cancellations, terminals pickups.Direct merchants to appropriate departments based on which kind of service they are looking for (retention and loyalty, technical support, risk department).Resolving problems by using various software and tools appropriately.Acting as liaison between all involved parties through to resolution as required.Reporting cases and product related issues, escalating when emergent trend is identified.

Sousse And Moncton Nb

Customer Service Specialist / Account Supervisor (p/t), Concentrix - Riverview New Brunswick, June 2011 - May 2017Worked part-time throughout studies. Provided bilingual services for a Credit Card contract.CRITICAL THINKING: Assessed customer category quickly and identified reason, as a result recognized opportunities to promote other existing credit cards products and services.PROBLEM SOLVING: Recognized, analyzed, interpreted, and addressed any questions or objections the customer may have to ensure the customers satisfaction ; resolved problems by using appropriate software and tools.Internship, CEPAC, Accountancy and Business Management Office – Sousse, November 2008 - April 2009Consulting firm with an expertise in business management and consulting. Role involved accounting, reporting and tax preparation.Internship, El Mouradi Hotels – Sousse, June 2005Worked in various departments of the Head office of a hotel chain (HR, finance, stewardship, and guest services).

Moncton, Nb

Thesis: Transition to renewable energies: study of wind and tidal energy in the New Brunswick context according to a socioeconomic perspective, 2015THEORETICAL RESEARCH: Explored the theoretical part of the research project on environmental strategies and public policies as they relate to climate matters already implemented in the province of New Brunswick. The research also reviewed different electricity pricing mechanisms and electricity market studies in the Atlantic Provinces, Quebec and New England US.EMPIRICAL RESEARCH: Analyzed the empirical part of the study consisted in examining the economic spin-offs in detail (employment, employee’s incomes, royalties, tax incomes for government and electricity pricing for customers) and the financial feasibility of wind and tidal projects (small and large scale) in both construction and operational phases.CONCLUSIONS: Made a series of recommendations that were developed based on research findings for effective deployment of these two types of energy in the province.This thesis was supervised by Dr. Pierre-Marcel Desjardins.

Moncton, Nb

Provided research support for ongoing research projects under the supervision of Diane Pruneau, including systematic reviews, analytical and methodological research.ENVIRONMENTAL RESEARCH: Gathered and compiled information and data required for the preparation of scientific papers, abstracts, and graphs. Used key word search for articles on 3 themes, summarized, translated to French, and prepared reports on findings.LEADERSHIP: Collaborated with a team of 4 and acted as the resource person for the ‘interaction of youth (18-25 years old) with the numerical and natural environment’; this included implementing study protocols, screening, inclusion / exclusion, data extraction / checking / entering / analysis, database development, report writing and reference management.COMMUNICATION: Participated in research weekly project meetings and provided briefs on developments as well as presented recommendations for procedure modifications. As a result of this team collaboration, was successful in receiving research funding.

Master’S Degree, Environmental Studies

Courses taken in Master of Environmental Studies program were: Nature and Environment, Environmental Studies, Development and Environment.

Bachelor’S Degree, Finance

Three years of studies equivalent to a Canadian Bachelor Degree specializing in Finance. Thesis: Evaluation of banking performance.

Associate’S Degree, Economics

Two years of studies following Grade 12 diploma, specializing in Economics.