Malik Kassam Email & Phone Number

• Provide dedicated support to the Management and Field Staff by co-coordinating, scheduling and following through client projects, Analytical Skills, Client Services,Client Relations, Campaigns, written Communications.• Co-ordinate high volume of monitoring, dispatching and tracking activities for installations or repairs; schedule and co-ordinate work schedules to include efficient routes and quota for installation and service data entry. • Monitor real-time performance and job completion of assigned field technicians and backfilled cancelled jobs when possible to ensure productive time is maximized throughout the day, multitasking, • Pre-Call all customers communication to verify issue scheduled appointment dates and time, reschedule missed appointments and followed up on escalated issues and placate customer• Maintain and update internal tracking database with close work orders and ensure billing is complete and accurate,RMA.• Root cause analysis on several issues including missed appointments and process gap• Prime responsibilities included investigating dealer and managing the inquiries for investigation • Thorough investigation using CSG Access and SAP to be proactive in solving customer • Catered to the needs of the dealers and Filed Management with prompt responses to their concerns • Exceeded expectations on Year-End review with Role Model attributes

Key Roles: • Peer to Peer Coaching on Quality Grid, monitoring call quality for the TSR team.• Validating Tickets for EDG (NI installations). Results (saving time for the company)• FMO cars project (Call routing strategy) I have trained 80 SFU agents to L2 on Tech (Basic Training on all the model of receiver including HD). Results (99% Success rate in converting SFU agents to L2 tech department.• Training the trainers and new hires with technical troubleshooting steps including new High Definition Receiver and their functionalities. Results (saving time for the company and reducing ABT.• Technical escalations call backs for Executive Response team, field services, EDG and problem solving, conflict resolution, Results (alleviate workload from managers) • Testing on behalf of the Technology team on the new software updates for the receivers. Results (Giving them feed back on how the software works with the system, reporting any bugs or error while using any functionalities of the unit).

• Davinci Project (Eds Sydney Nova Scotia)

• Supporting supervisors with the DaVinci knowledge.• Floor support to the agents on the procedure of how to use the Swap tool in Multivu.• Coaching, educating agents and the team leaders on the reading comprehension known issues• Maintaining the service level and the low transfer to the internal call center.• Results for EDS Calls Offered 87,776, Calls Answered 85,026, AHT 5:18 (AHT Target for DaVinci Swap is 8:00 Minutes).

Training a group of 10 individuals on Expressvu's products and servicesEnsured each individual was able to meet strict testing standards of at least 80%Coached and developed potential CSR's for their roles and responsibilitiesWrote daily and weekly performance logs for each individual.

Diploma, Computer Programming

Microsoft Excel Intermediate, 94%

Completed Intermediate Microsoft excel

A+ Certification, Computer Hardware Technology/Technician

Graduate