Hypercontext is a SaaS based Canadian company that focuses on providing a tool for Managers to conduct their one-on-one and team meetings effectively and efficiently.• Liaised with Sales, Product and Engineering on a daily basis with technical solutions and requirements from onboarding to launch, and ongoing support post-launch product & security concerns• Coordinated and facilitated product and feature demos for version 5 of the app to both prospective and current clients• Performed product QA from a Success perspective for new or updated features• Manned customer support and responded to customer queries through chat (Intercom), Loom videos and Zoom calls • Reported and managed insights on customer support effectiveness (top bugs, which customers require the most support, etc.)• Assisted marketing team by providing top customer query of the week to showcase on weekly newsletter

Largest MSP in Canada and its a proud Canadian company dedicated to making more possible for Canadians each and every day.• Attained high productivity while working within tight timelines whilst being highly flexible, organized and prioritizing workload effectively and efficiently in a timely manner• Successfully facilitated over 600 customer queries via Call, Chat & Emails related to Fibre & Cable TV, devices, network coverage, bills and new promotions on a monthly basis• Routinely toggled through over six data platforms to ensure customer queries are handled accurately, while cementing excellent relationships with customers that are built on trust and strong product knowledge• Effectively analyzed competitor activities and stayed up to date, while monitoring progress via Sales conversions, Churn, AHT, Call Transfer and Customer Feedback• Coordinated and managed multiple projects that support Operational Excellence• Implemented and ensured compliance with all operating procedures, processes and policies• Coordinated routine communications with clients, staff, internal departments, contractors in an empathetic, efficient and timely manner

Team Lead to introduce & monetize from SMS, IVR, WAP, streaming based services. • Achieved organizational goals and expectations by continual learning, application of procedures and tasks, as well as meeting or exceeding company needs with genuine passion• Spearheaded introduction and monetization from SMS, IVR, WAP, streaming based services, while attaining highest YTD revenue for Mobile Gaming Services ($1.2 CAD Mn in 2018/19 Period)• Handled transformation of traditional mobile based value-added services to Digital Services, while introducing an SMS based educational service to Robi Axiata, Bangladesh through strategic partnership in 2018• Established a strong premise for maintaining satisfactory throughput whilst ensuring that the unique needs of the department are met in a timely, diligent and empathetic fashion • Evaluated and analyzed relevant work functions for various situations in a proactive manner, whilst ensuring adherence to compliance per company guidelines• Monetized via 3rd party advertisements selling and sale of digital streaming rights to Telcos, while facilitating Pricing, Digital Marketing & IT engineering teams to ensure services that were launched bring ROI and provide smooth customer journey• Effectively spearheaded prize based seasonal campaigns to drive revenue (Eg: Christmas & school holiday period)• Increased quality and efficiency through the continual application of robust and strong work ethic

N-able is the Information Technology subsidiary of Hemas Holdings which focus on telco, fintech & support solutions• Coordinated and monitored processes, tasks and functional procedures diligently by following organizational protocols as needed • Successfully established technology sales planning, sales funnel management, business development, lead generation, solution presentation, B2B marketing and key account management• Spearheaded effective interactions with customers on regular basis and look for potential business opportunities, while managing bids from solution inception, document preparation and renewal service agreements• Diligently examined consumer requirements and engage with product engineering/development teams, while preparing quotations and presenting them to customers and software partners’• Attended regular operational meetings to address any operating problems that arise, whilst formulating strategies and tasks to ensure effective resolution • Utilized critical thinking and expert communication to solve problems during irregular situations • Functioned as a primary contact point for the customer for any account related inquiry, while facilitating contract negotiations prior to any commercial agreement being signed off with 3rd party vendors and customers• Proactively organized customer networking sessions and arranged solution presentations• Maintained quality service by following company policy and procedures • Created strong relationships and viable connections with vendors and dealers • Contributed to team effort by accomplishing productivity goals, targets and team objectives

Responsible for various VAS & Digital services management, data driven decision making, effective listening & continuous follow ups• Managed a portfolio of services that generated over $ 3M+ revenue a year• Annual sales achievement of 120% two consecutive years – 2016 & 2017• Promoted directly to Assistant Manager level from Product Support Associate under three year• Product Sales Lead for top revenue contributing services such as - Voice based Mobile Lottery purchasing and redeeming - Council Tax Payment via Mobile - Mobitel TV – Android & iOS Live TV & VOD streaming mobile app

- Managed transactions and daily paperworks, which required attention to detail - Maintained higher degree of customer service - Coordinated with colleagues and ensured all the assigned work is done on time - Ensured health & safety procedures were adhered and reported any breaches

- Updated a production line using the latest cyclic times given from the plant- Identified the options for increasing thoroughput- Fine tuned the model to plants requirements- Presented results to the Dagenham's Manufacturing and Production Teams- Reported on progress at weekly team meetings