Farhad Sheikh, M.Sc., Itil Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Manage Ontario Health Service Center Quality Performance to ensure meeting the SLAs and provide the best service and support to Ontario Health Care Providers.
• Manage a group of Trainers and Quality Specialists to perform the Quality Tasks, Manage Customer Feedback, train New Hires, and keep the team, documentation, and training materials updated.
• Communicate and Partner with Management (Pathway and OH) to drive service delivery improvements, build competencies, enhance the client… Show more
• Communicate and Partner with Management (Pathway and OH) to drive service delivery improvements, build competencies, enhance the client experience and increase employee engagement.
• Provide reports and present the Monthly and Quarterly Service Center Quality and Training Performance to OH Managers. Show less

Toronto, Canada Area

• Manage the training program for all technical support agents by maintaining and enhancing the new hire training curriculum, facilitating new hire training, measuring training effectiveness through analysis, and.
• Develop and manage Quality Improvement Plans for Client Satisfaction, Employee Development, and meet the SLAs prescribed by each client in conjunction with the management team.
• Provide KPI & SLA reporting and presentation for… Show more
• Provide KPI & SLA reporting and presentation for client groups (agents, management, clients)
• Responsible for ongoing communication with agents and management on Training and Quality Status.
• Provide daily coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.

Toronto, Canada Area

• Provided installation, maintenance, and repair of copper-based telecommunications equipment, products and services (Fibe TV, High-Speed Internet, Home Phone, and Business Communications Services) for business and.
• Performed troubleshooting of complex telecommunications products and systems using a digital Multi Meter, Smartphone, and PC
• Provided direct support and guidance and responded to customer inquiries related to Bell's world-class Products and Services… Show more
• Provided direct support and guidance and responded to customer inquiries related to Bell's world-class Products and Services
• Worked independently and also assisted other technicians while in the field Show less

Toronto, Canada Area

• Sold long-distance call services to current customers as well as cold calling for potential customers
• Provided analytical support for sales and customer service development
• Supported CRM team by coordinating multiple projects for customer experience improvement

Tehran, Iran

• Accountable for optimizing and leading the implementation of the processes and procedures, conducting compliance audits, ensuring compliance with best practice standards, evaluating the quality of products, monitoring.
• Defined and implemented the projects and models such as the model 5S, EFQM, VOC and QFD
• Managed defining, standardizing and introducing service levels for each channel segment
• Performed… Show more Accountable for optimizing and leading the implementation of the processes and procedures, conducting compliance audits, ensuring compliance with best practice standards, evaluating the quality of.
• Performed periodical internal audits based on the quality standards like ISO 9001:2008 & eTOM
• Maintained the liaison between business and the Technical teams in ITS and network divisions

Tehran, Iran

• Accountable for managing a group of four trainers to perform need analysis, develop and deliver soft skill & system training courses and update sales channels on new services, products and promotions.
• Led the “Sell Hard Suspended SIMs” Project based on the new regulatory law.
• Completed different training courses on technical, and soft skills and the Train the Trainer for each course in English. And then localized, customized and prepared the materials in Farsi and trained our staff on… Show.
• Completed different training courses on technical, and soft skills and the Train the Trainer for each course in English. And then localized, customized and prepared the materials in Farsi and trained our staff on them.

Iran

• Accountable for designing, delivering and measuring training programs on telecommunication networks, products & system training to staff, dealers and distributors
• Trained telecommunication networks, products, processes and services to the staff, dealers and distributors.
• Conducted need analysis, and planned and delivered the required training for all departments.
• Delivered live demonstrations of any MTN product at a given time.

Isfahan, Iran

• Taught EFL courses to the staff, and managers

Iran

Itil Foundation Certificate In It Service Management

Iso 9001: 2015 Internal Quality Systems Auditor (Tpecs)

Quality Management Systems & Management Systems Auditing

Telecommunication Service Technician Course

Life License Qualification Program (Llqp), Insurance

Yoga Teacher Training Course

Tmforum Frameworx Overview & Etom Distilled

Recruitment & Interview Skills

Iso 9001:2008-Internal Quality Management System Auditor

Negotiation Skills

Situational Frontline Leadership

Tools For Trainer Excellence

Reaching For Stellar Service

Telephone Skills And Customer Care

Train The Trainer

Marketing & Market Management

Basic & Intermediate Passenger Fares And Ticketing

Master Of Science (M.Sc.), Agricultural Engineering-Agronomy

Bachelor Of Science (B.Sc.), Agricultural Engineering, Agronomy And Plant Breeding