Rizwan Ikram Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Manage multiple (50+) customer onboarding portfolios simultaneously at various stages from initial analysis to overseeing timely execution of activation and migration activities • Collaborate with stakeholders including Account Managers, Contracts, Credit, NTMC, Discover, Activation Consultants and third party partners to ensure deliverables based on customer expectations of the Master Enterprise Customer Agreement • Lead calls with clients, Sales Representatives and Account Consultants to define project deliverables, establish timelines and manage expectations for Wireless Enterprise Customers• Identify gaps between existing plans and account requests to provide solutions for business needs• Investigate potential impacts to Business Corporate and Government accounts and prepare a preventative plan that acts in the customer’s best interests • Conduct reviews of invoices post implementation and resolving any additional client concerns• Manage customer onboarding conflicts, document errors and escalate appropriately to stakeholders• Consistently display Rogers core values to our customers, partners and peers• Train new Onboarding Specialists on Onboarding process as well as act as a mentor to ensure highest level of service for customers (including coaching and providing feedback after calls or difficult interactions with Sales or customers)• Selected as member of the Mid-Market Pod team to provide insight and direction into the wireless onboarding process for new initiative geared towards Mid-Market segment• Subject Matter Expert for Mission: Possible CRM initiative

• Ensures internal and external customer satisfaction is maintained the first time, while meeting quality and production targets. Currently exceeding targets in both aspects for the past 9 months.• Implementing innovative ideas and initiatives while leveraging past business experience to positively contribute to the current team (i.e., port request fall-out issues, CSPQ PRT categories and CORP queue bulk order SIM/IMEI issue). Worked as lead for the Optic Service Summary training and Offline Support Queue training, and received commendation from leadership for my work.• Selected as a prime for CSPQ orders which are handled with high attention to detail.• Currently managing the Offline Support Queue. Responsible for collaborating with other teams related to activation processes, including: Fraud Management, Credit Investigations Desk, Supply Chain and Front Line Sales.• Provides back-up order assigning coverage as needed. Create reports for daily queue counts and assigning tracker.

Toronto, Canada Area

Responsible for all aspects of incoming and outgoing shipments; scheduling, order inspection and tracking * Work closely with Sales Managers for upcoming initiatives that could increase delivery volume and build in impacts to the forecasts. * Partner with other departments such as Marketing to ensure impacts to the delivery volume are built into forecasts. * Liaising with all suppliers to ensure orders are accurately received and available for pick up/shipping to warehouse. * Monitored real time data and made time adjustments to ensure service levels are being met.; Scheduling/hiring drivers, helpers and warehouse staff. * Ensuring all maintenance and safety of fleet; Oil and fluid changes, brakes, CVOR log books and safety stickers. * Created and maintained reports using various applications to track all shipments including detailed packaging slips for driver reference to reduce errors and daily logs to reference in case of customer concerns or complaints.

Toronto, Canada Area

Worked with team of 30+ to provide 1st level activation support for new and existing customers * Ensuring wireless activations are processed in a timely manner. * Meeting department objectives in terms of orders processed per hour and keeping errors to a minimum. * Using Web Order Inquiry to check the status of orders in Oracle to advise sales agents of shipping status. * Keep an open line of communications with other teams related to activations process; Fraud Management, Credit Investigations Desk and Supply Chain. * Keeping Track of daily SKU reports to ensure sufficient inventory is available before a new order is processed.

Toronto, On

Oversaw management support within the Telemessaging and Wireless Activations departments * Coaching representatives to identify and improve performance and service gaps. * Responsible for reviewing all call centre statistics and reports to accurately assess and produce staffing schedules. * Respond to escalated customer inquiries, requests for information, updates, and concerns and follow through appropriately. * Creating and administering employee written and verbal warnings in regards to attendance, tardiness and performance. * Train existing employees on updates and changes to system and job-related tasks and business rules. * Maintain all employee records and synopses - Maintain employee correspondence (i.e. logs, attendance, concerns, and manuals). * Assist in the evaluation/adherence of policies and procedures; recommend, test and implement improvements to maintaining Quality Assurance within the workplace. * Provide On-Call coverage – 24/7 availability.

Toronto, On

* Handled escalations and provided status updates to customers. * Answered calls on behalf of our clients and dispatched messages in a timely fashion. * Assisted with technical issues with Infinity system and responded to customer concerns.

Vaugan, On

* Assisted new and existing wireless users with activations and wireless upgrades. * Promoted wireless products according to sales guidelines. * Exceeded quota for wireless and product sales. * Responsible for account maintenance for new and existing customers.