Khurram Rashid Email & Phone Number

Mississauga, On, Ca

Mississauga, On, Ca

Toronto, Ontario, Canada

● Pioneering digital transformation strategies for SMEs through the Canadian Digital Adoption Program (CDAP), focusing on enhancing digital capabilities and fostering growth.● Conducting comprehensive needs assessments to tailor digital roadmaps, ensuring alignment with business objectives and operational efficiencies.● Facilitating the adoption of cutting-edge digital tools and technologies, driving innovation and competitive advantage.● Leading workshops and training sessions to empower businesses with the knowledge and skills required for successful digital integration.● Collaborating closely with stakeholders to monitor progress and optimize digital adoption strategies, ensuring measurable outcomes and client satisfaction.

Mississauga, Ontario, Canada

Toronto, Canada Area

Manage Yardi Voyager Implementation projectMap out project timeline and ensure regular project updates are consistently being communicated to the clientPerform system and business process reviews and other service reviews and make recommendations on best practicesImplement the Yardi Voyager product by assisting clients with system setup, training, and technical supportPerform data mapping and conversionsResearch, analyze and resolve software issuesSupport software product customization based on client requirementsWork on a regular basis with Yardi internal resource teams to include: training, conversion, sales and development

Toronto, Canada Area

Functional lead for Sears Canada’s CRM deployment in the call centre customer support organizationEnsure project delivery expectations are specified and met through stakeholder managementLead business process workshops for “as-is” and “to-be” scenariosDesign and optimize business processes and to integrate business processes across disparate systemsPerform fit-gap analysis for CRM process areasAssess and execute customer’s requirement for historical dataPrepare cutover tasks and execution planLead the end to end execution of User Acceptance Test cyclesProvided post go-live operational support

Toronto, Canada Area

Manage stay at home staff to ensure qualitative and quantitative results are met for RCI, Credit Ops and Call Centre Provide specific, customized coaching via online communication technology like Adobe Connect, Skype, etc.

Toronto, Canada Area

Worked remotely with offshore call centers as a contract consultant providing support in a variety of areas ranging from recruitment strategy to quality assurance.Support clients through successful implementations and change managementEstablish call center goals, metric targets and reporting structure based on client requirements to ensure measurability and consistency to overall operationsRecommend employee development programs and strategies to encourage internal career advancement and reduce attrition

Toronto, Canada Area

Managed a team of 5 Technical Escalations Representatives handling outbound technical escalation calls and emails within a 48 hour turnaround goalRolled out the brand new Technical Escalations Desk (TED) in the Mississauga center which included team recruitment, training and development of TED operational processes and guidelines

Karachi, Pakistan

Establish call centre goals, metric targets and reporting structure based on client requirements to ensure measurability and consistency to overall operationsRecommend employee development programs and strategies to encourage internal career advancement and reduce attritionDevelop and maintain strong working relationships with internal operations personnel and their clients