Richard Omar-Ali Email and Phone Number

Reporting to National Directors of Field Operations (Residential Services), primary responsibilities include critical thinking to enable the successful launch of new Rogers products & processes within National Field Operations. Manage and support various Field Operations Program & Project initiatives to drive benefits in KPI's, Customer Experience and cost reduction/sustainment.

Reporting to the Sr Director of Tech Ops Readiness, manages a team of Project Managers & Project Leaders that represents & supports all Technical Operations Organization (National Field & Maintenance Groups, Tech Support Call Centers, Supply Chain, Dispatch & Work Order Control) in all major IT, Network, Tools, Equipment, Product & Service projects and leads the E2E execution of all relative initiatives.Responsibilities:- Technical & Operations Readiness & Execution- Ensure organizational and employee readiness & excellence (organization & orchestration) - Act as organizational single point of contact for major product/initiative activity- Act as thought leaders in identifying opportunities to improve execution or de-risk of activities- Responsible for organizational playbooks, represents organization in forums and cross functional meetings- Enable operations teams through timely, accurate and effective communication by ensuring the proper post implementation support process is initiated and operationalized beyond project warranty timeframe.

Reporting to the Director of 2nd Level Support and Technical Escalation Management within Rogers National Technical Support Umbrella for Consumer Experience (product/service support).Responsibilities:• Manage the execution of the Technical Problem Management operational plans & Lead Technical Problem Management Team consisting of Problem Managers & Problem Leads• Manage ongoing problem instances escalated by Ticket Management Groups, Executives, Office of The President – create & track problem records for progress and own until resolution or mitigation.• Develop and deliver tactical solutions and ensure optimal daily operations• Work closely & conjunction with Technical Support Contact Centers, Product, Network & Platform, Engineering, IT, Corporate Coms etc.• Identify opportunities to enhance and expedite the critical customer impacting gaps and ensure proper level of organizational awareness• Leverage Customer Satisfaction measurement to improve behaviors, policies and processes• Ensure cross functional readiness, provide requirements and mitigate risks• Hold regular review of Problem Management activity and report on results• Ensure individual and team results are met and exceed targets

Reporting in a temporary role to the Vice-President, Technical Support, within the Customer Experience organization I represented the business unit in all GTM initiatives, and lead the successful execution of these initiatives. Responsibilities:• Ensure organizational and employee readiness and excellence in execution for all GTM initiatives• Act as organizational single point of contact for all GTM activity• Act as thought leader in identifying opportunities to improve execution of or de-risk Rogers GTM activities• Responsible for development of organizational Playbook for all GTM initiatives• Represent organization in all GTM forums including NDA projects• Facilitates Technical Support preparation sessions to ensure readiness and to ensure smooth and successful launch • Lead Sales programs in Technical Support, ensuring the programs are optimized, continuing to evolve and grow and that performance KPI’s and targets are in place• Act as Rogers product interface from a program perspective, ensuring a clear and effective roadmap is in place

As Sr Manager of Performance Enablement - Customer Experience Technical Support, reported to the Director of Operations Support. Responsibilities involved:• Developing and supporting the customer experience strategy for Rogers National Technical Support consumer groups.• Provide support to directors, senior managers and team managers across multiple locations. • Drive a culture of success, support and engagement within various lines of business within Technical Support(Wireless, Cable, Hi-Speed, Home Phone) and ensure success by developing and supporting the execution on quality/customer satisfaction results , and key business KPI's• Program Manager for Quality Control program within National Technical support• Managed employee Score Card performance and variable pay (bonus) program• Provide support to operations team on various initiatives tied to performance productivity & Coaching support models with management teams and Human Resources

Reporting to the Director of Rogers Residential Cable Product groups, responsibilities include:Driving reductions in operational costs, increasing customer satisfaction and motivating staff, process development, strategic planning and leadership. Managing large groups of front line employees including Managers to reach operational objectives and deliver results within the National Rogers Wireless Tech Support contact center. Deliver on (OPEX) financial and operational key business objectives.Analyze call drivers for process and customer improvement.Manage day to day operational and customer impacts.Collaborating with Engineering, Operations, Training & Work Force groups to identify service delivery opportunities and drive operational efficiency of existing processes. Working with Human Resources on a regular basis regarding employee management.Manage change management by ensuring new initiatives are properly communicated, trained and implemented across all team managers, front-line employees and cross functional groups.Work with colleagues to share best practices and interface with Workforce Management, Second Level groups to identify and implement contingency plans to deliver cost-effective solutions and effectively deal with any service impacting anomalies in a technical environment.Manage and coach direct reports to achieve operational and personal goals.Conduct performance evaluations, and provide ongoing feedback to management.

Reporting to the Director of Rogers Wireless Technical Support, responsibilities include:Driving reductions in operational costs, increasing customer satisfaction and motivating staff, process development, strategic planning and leadership. Managing large groups of front line employees including Managers to reach operational objectives and deliver results within the National Rogers Wireless Tech Support contact center. Deliver on (OPEX) financial and operational key business objectives.Analyze call drivers for process and customer improvement.Manage day to day operational and customer impacts.Collaborating with Engineering, Operations, Training & Work Force groups to identify service delivery opportunities and drive operational efficiency of existing processes. Working with Human Resources on a regular basis regarding employee management.Manage change management by ensuring new initiatives are properly communicated, trained and implemented across all team managers, front-line employees and cross functional groups.Work with colleagues to share best practices and interface with Workforce Management, Second Level groups to identify and implement contingency plans to deliver cost-effective solutions and effectively deal with any service impacting anomalies in a technical environment.Manage and coach direct reports to achieve operational and personal goals.Conduct performance evaluations, and provide ongoing feedback to management.

National Operations SupportOperational Program ManagmentResponsible for supporting Enterprise and National Customer Care Solutions business groups with implementation strategy, planning and execution of company initiatives. Accountable for leading mid to large scale organizational initiatives in addition with providing program coordination and administration support.

Managed internal second level support & escalations group for National Technical Service Delivery department for Cable Repair. Primary functions included coaching & employee development, overseeing all second level support and escalations provided to the National Cable Repair department. Responsible for identifiying critical network or area outages impacting to customers & escalating to ticketing and engineering groups for resolution. Also managed & supported in the creation of departmental technical communications and knowledge managment material for all front line technical support consultants.

Managed team of technical support consultants for the National Technical Service Delivery department (Cable Repair). Primary functions included coaching, employee development, & helping to manage the over all York Mills site in correlation with ensuring organizational KBI objectives were achieved.