Bechara Murr, Mba Email & Phone Number

Quebec, Canada

Ottawa, Ontario, Canada

Worked closely with clients on various projects to design the best project solution.• Liaison between operational environment and project management environment: o Designed and established automated IT identifiers that resulted in reduction of Talk Time by 15 seconds for Helpdesk agents. o Introduced a TV application with improved customers’ interface that resulted in $2.5M of saving for the company in 2024. • Manage complex and multi-functional projects: o Designed and… Show more Worked closely with clients on various projects to design the best project solution.• Liaison between operational environment and project management environment: o Designed and established automated IT identifiers that resulted in reduction of Talk Time by 15 seconds for Helpdesk agents. o Introduced a TV application with improved customers’ interface that resulted in $2.5M of saving for the company in 2024. • Manage complex and multi-functional projects: o Designed and implemented TV equipment solution with 0% of field technician requirement. o Re-structured an existing process to Improve First Call Resolution by 10%, to Reduce field technicians dispatch by 15% and to Increase customer satisfaction. Show less

Ottawa, Canada Area

Led a group of 25+ unionized agents meeting KPI and SLA targets, improving customers’ experience, reducing absenteeism, and applying performance management.• Collected and analyzed data using Tableau, Excel, and Access DB to identify process gaps, designed and presented solution to top managers, and worked with different departments for implementation.• Created reports to present weekly and monthly internal performance to promote consistency in work and motivation among end users. •… Show more Led a group of 25+ unionized agents meeting KPI and SLA targets, improving customers’ experience, reducing absenteeism, and applying performance management.• Collected and analyzed data using Tableau, Excel, and Access DB to identify process gaps, designed and presented solution to top managers, and worked with different departments for implementation.• Created reports to present weekly and monthly internal performance to promote consistency in work and motivation among end users. • Performed data tracking and analysis to find opportunities for performance improvement, setting up processes for better productivity and tracking for the Ottawa Fibe TV Helpdesk.• Worked with Service and Delivery Teams on different projects for FIBE TV such as Tech Data Integration with BPI and In Context projects; created, designed, and implemented the change management plan, performed a weekly communication (including data reports) for executives and created training materials.• Created the Pilot Guiding Principles that became the main 5 points for every new project running in Ottawa center.• Worked with executives to plan and set up a coaching plan for the Ottawa center agents defining key points required in every coaching and enhancing people engagement. Show less

Montreal, Canada Area

Montreal, Canada Area

Master Of Business Administration - Emba, Entrepreneurial And Small Business Operations, 3.8/4.3

Graduate Certificate, Business Administration And Management, General

Bachelor Of Engineering - Be, Computer Engineer Specialized In Networks And Systems