Amal Roowala
Customer Support Specialist @TP
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WORK HISTORY
Customer Support Specialist @TP
Toronto, ON, CA
Worked as a Customer Support Executive with various clients from Fanatics, a sports merchandising platform, to Klarna, a financial services organisation, to Ikea, a home furnishing company. Have consistently surpassed all KPIs, rating on average a 95%+ Happy Customer Score in surveys, and 95%+ Resolution Promise, showcasing my people management skills, my ability to understand root cause, to empathise, to think out of box in many instances to find a resolution, to de-escalate situations, and to communicate effectively with various stakeholders.
EDUCATION
BrainStation
Diploma, User Experience Design
Balwant Sheth School of Architecture
Bachelor of Architecture (BArch), Architecture
Humber Polytechnic
Engineering/Architecture Skills Enhancement Bridging Program
St. Mary's School I.C.S.E.
High School
Kishinchand Chellaram College of Arts Commerce and Science
Junior College, Science
ABOUT AMAL ROOWALA
Loyalty. Intelligence. Curiosity.9 years of design and research experience in Architectural Design, Interior Design, and Urban Design, and User Experience Design.Currently looking for exciting opportunities in Toronto to learn, and apply my knowledge.My Mission: To cherish the thrill of imagining something in my head and translate it into something tangible and multi-sensory; of creation, of caring attention, of affecting people\'s lives.Led user research, analysis, and design decisions for projects totalling over $20 million in value, through all project phases including market research, digital and physical prototyping, design iterations, and stakeholder presentations.Deep understanding of core Design Thinking principles from experience working on large teams with 30+ collaborators and millions of users.Core Competencies- Architectural Design- Project Management- Sustainability- Building Information Management (BIM)- Construction Estimation- Human-centered Design- Sketching- User Testing- UX Research Surveys & Experiments- Digital Product & Graphic Design- Prototyping & Fabrication- Process-driven Methodology- Perceptive & EmpatheticTools:Proficient in a wide range of digital tools, including AutoCAD, Revit, Sketchup, Adobe Photoshop, Illustrator, Premiere Pro, InDesign, Rhino, Maya, 3dS Max, Unreal Engine, and prototyping and wireframing tools such as Sketch, Figma, Adobe XD, and InVision, amongst many others.Soft Skills- Upbeat, positive, humble and curious about constantly learning- Perceptive of and receptive to the needs and responsibilities of others- Excellent command over written and spoken English. Can effectively lead, communicate, and coach where required.
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