Rohail Khattak Email & Phone Number

Islāmābād, Pakistan

• Managed the Kubernetes clusters for Pakistan's largest mobile network operator - Jazz where they deployed their self-care app.
• Troubleshooted and handled all P1, P2 and P3 tickets within pre-defined SLAs.
• Updated old and created new Jenkins CI/CD pipelines for efficient deployments of microservices onto all environments - production, staging and disaster recovery.
• Set up resource and service monitoring on the clusters to ensure early detection of potential issues using tools like Grafana, Elastic stack and Nagios.
• Implemented automation scripts of processes using Python, to improve the response time of the system as well as customer tickets.
• Successfully set up a new Kubernetes cluster from scratch for disaster recovery.

Vancouver, British Columbia, Canada

• Manged the Vancouver customer service team of an international e-commerce company.
• Maintained high customer satisfaction score and ensured all team KPIs were met.
• Successfully migrated the company onto a new ERP and CRM software.
• Created and maintained a company wide FAQ database for internal and external use.
• Onboarded and lead training programs for new hires.
• Introduced process automations which increased efficiency and reduced response times.

Vancouver, British Columbia, Canada

• Provided world class customer service to guests across North America. Consistently exceeded monthly goals and was recruited to help other teams as well.
• Maintained over a 90% satisfaction score.
• Helped the Training team to support practicum training for new hires.
• Helped the Orders team with post-sale operations.

• Expanded the customer base for Telus in Vancouver, North Vancouver, Surrey and Burnaby regions.
• Created a new sales pitch which greatly improved regional sales.
• Consistently met sales targets.
• The sales pitch I created was used to train new hires as well.

Islamabad, Pakistan

• Hired into summer internship with principal focus on managing a portfolio of Pakistan’s largest corporates. Also identified potential clients for business generation.
• Managed the account upgradation of Pakistan’s largest cellular service provider. Made account handling easier for the Relationship Manager. Maintained constant communication with the client during this time.
• Authored a report on the outlook of the telecom industry in Pakistan. It was used by MCB corporateexecutives to help decide on establishing lending needs of the telecom industry.
• Developed robust understanding of capital raising techniques and their effect on corporate operations
• Proactively participated in understanding the needs of MCB’s clients and how to address them.