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.
• 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

• 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.
• 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..

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.

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.

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.