Dhishan Dawaraj Email & Phone Number

- Synchronized the team, IT resources, furniture and construction crew to ensure a seamless office relocation, resulting in no downtime.- Assisted with the research and compilation of a compelling business case for management perusal to transfer all telecommunication services to Allstream.- Negotiations with Allstream Account Executives to secure a highly competitive rate, generating 27% savings within the first year.- Played a key role in the implementation planning and launch of an Enterprise Data Warehouse.- Instrumental in upgrading the Interactive Intelligence 4.0 PBX system, working with the 5-person team to seamlessly launch the application.- Provide guidance and support to the Senior Manager – Technology and Innovation, calculating various operating and capital budgets and navigating through technical IT issues.- Helped the Senior Manager – Technology and Innovation, design and implement corporate mobile app for our clients.- Assisted with the client’s specifications and requirements, partnering with the vendor’s and Club Auto’s internal team. - Managed the team performing internal and external application testing to meet the client’s branding and technology specifications.

- Fortified accountability, processes and practices by helping implement a Service Level Agreement (SLA) with various departments across the business and monitored their SLA performance.- Handpicked to lead the planning, setup and a seamless transfer of an automobile manufacturer’s roadside assistance program from a competitor to the Club Auto Contact Centre with no impact to customer downtime.- Helped maintain multiple call centre manuals and documentation to current ISO document management specifications and enforcing staff compliance.- Directed job duties for the Workforce Analyst encompassing workload forecasting, SLA management and shift scheduling.

Thornhill, Ontario

- Influenced a significant team reduction in the Average Handle Time, designing and authoring new quick reference tools and maximizing performance feedback on strengths and areas for development.- Recognized for an exemplary work ethic achieving an average 98% SLA rating in a shift environment.- Partnered with multiple Agents to amend their contracts to adhere to Canadian employment law.

Thornhill, Ontario

- Provided Bilingual service to a diverse clientele across Canada, working on a shift format displaying a sense of urgency and empathy.- Awarded Employee of the Month in 2012 for exemplary service and customer care.

- Used tact and diplomacy to negotiate with multicultural clients to achieve a 25% increase in collections.

Certificate In Project Management (Pmp Prep)

Oracle Sql Certified Expert

Itil

Bachelor Of Administrative Studies