Alex Rayar Email & Phone Number

Edmonton, Alberta, Canada

Edmonton, Alberta, Canada

• Ensured high-quality client experience across contact center teams.• Maintained quality measures assessed through call evaluations.• Transformed training material into digital format and revamped it.• Trained new Client Intake officers until they were ready for operational release.

Edmonton, Canada Area

• Led inbound sales and customer service agents (onsite and remote) with a focus on delivering exceptional customer service.• Cultivated team members to success through coaching, mentoring, and customized development plans.• Managed performance expectations by having regular conversations, providing feedback, and completing bi-annual performance reviews. • Worked collaboratively with HR, Union, and Senior Management on all employee relations issues.• Celebrated team members’ successes in a timely manner while recognizing and respecting how they would like to be recognized.• Investigated customer escalations, ensuring timely and satisfactory resolution.• Facilitated successful return to work plans for employees with medical concerns by ensuring modified work and schedules were available.• Presented complex ideas to diverse audiences and ensured understanding through regular follow-up.• Measured and reported on customer experience indicators such as surveys. • Educated front-line teams on conflict resolution and dealing with difficult customers.

Edmonton, Canada Area

• Managed a team of 25 technical support agents to provide exceptional customer experience and one call resolution• Conducted recruitment and staffing initiatives, employee development, performance management and compensation recommendations• Rolled out new products, processes, tools and ensured that team members were fully trained • Identified opportunities for business improvement• Contributed daily to the delivery of exceptional customer experience through handling customer escalations, monitoring work quality, and providing daily support to the team• Maintained effective communication with all departments to ensure the highest level of customer service• Led the coaching team and E-service program for Edmonton• Developed 25 % of team members to promotions and lateral moves

Vancouver, Canada Area

Responsible for Retail Business development for BC Managed a territory generating approximately $2 million in revenueIncreased financing numbers by 15% and sales by 10%Maintained the Budget and Profit/Loss OPEX for the regionImplemented sales campaigns based on competitor's products and pricing Coordinated on-site operational activities and hosted appreciation eventsSupported product transitions and trouble shot technical issuesDeveloped team by providing feedback through coaching and one on onesExecuted cost reduction initiative amounting to a total savings of $200,000/ QuarterManaged Retail relationships to ensure targets were being metIncreased sell through and market share at the retail levelGained retailer, industry and consumer data to provide actionable market intelligenceRecipient of Finance manger of the Quarter Award FY08 Q2

• Managed a technical support team of 20+ agents (remote and onsite) that provided post-sales client support of hardware, systems, subsystems and applications utilizing telephone and remote diagnostic capabilities. • Mitigated support escalations between clients and technical representatives resulting in positive experience for all parties • Assisted team members with complex customer issues to provide resolution.• Maintained Service Level Agreements (80% of calls in 20 Seconds or less)• Recruited and hired new talents for all tech services• Monitored team results and coached on areas of improvement up to and including progressive discipline • Maintained Dell On Call Model of Control call process for the site• Analyzed monthly financial results for the site and made recommendations for cost savings to senior management• Managed team through site shutdown and layoffs • Led a Cross functional project team to implement a rigorous program around celebrating site wide Rewards and Recognition • Bronze award for leading cross functional training with operations• Strong manager survey results with scores in the champion box (Tell Dell)• Team awards for overachieving Targets • Received Leadership in Excellence Award• Completed 1st level Six Sigma (Yellow Belt BPI)

Diploma, Computer Systems Networking And Telecommunications

Advanced Diploma, Mechanical Computer Aided Design And Drafting

Diploma, Network Centered Computing