Sam Tariq Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Sherpa, a travel tech company launched in 2015, to elevate operational efficacy and customer support paradigms, with a focus on scaling support operations to match the company's rapid expansion and market penetration.Strategic Planning & Execution:● Expanded and led a cross-continental team from 7 to 27, driving a support strategy that surged customer satisfaction to a 92.8% peak CSAT score.● Helped create KPIs and SLAs like first contact resolution, first response time, CSAT and NPS. ● Effectively communicated company goals using OKR methodology. Technical Systems Integration:● Streamlined processes by tailoring Zendesk support solutions, from trigger setup to SLA management, refining case flow and managerial oversight for escalated cases.● Championed the integration of an ADA-compliant chatbot, achieving a 40% reduction in case volume.Assumed additional responsibilities in IT and operations, implementing tools such as Kanji (MDM) and Okta to enhance system security and streamline access management.Communication & Stakeholder Engagement:● Pioneered a monthly Voice of the Customer (VoC) initiative, leveraging data analytics to inform critical product enhancements and rectify priority issues, directly impacting user satisfaction and product reliability.● Instituted stringent QA protocols to uphold service standards, delivering targeted feedback that refined the support provided by Tier 1 and Tier 2 agents.● Authored and created external-facing API documentation with a developer-friendly webpage.Customer Experience & Quality Assurance:● Elevated Trustpilot ratings from 50 reviews with a 4.9 rating to over 800 reviews while maintaining an 4.8/5 rating.

Led customer support teams, building product knowledge and best practices amongst 15 direct reports while guiding career development. Analyzed business metrics to improve the client experience, assessing service level agreement (SLA) KPIs. Presided over workforce planning, managing Customer Support Analyst scheduling and resources to meet internal and external client service agreements. Liaised with other departments, reporting on data, KPIs, and trends. Served as a business analyst, gathering data and client feedback to ensure successful product releases. - Developed frameworks to improve processes and response times while ensuring free flowing information, resolution, and escalation throughout the organization.- Drove engagement and motivation amongst team members, surpassing targets and achieving an engagement index of 81% and a leadership effectiveness score of 97%.- Fostered a unified approach to attaining targets through dedicated coaching and mentoring, attaining ambitious targets including Net Promoter (NPS) and Overall Satisfaction (OSAT) scores of +60 and 9.5 respectively.- Collaborated between product and development teams to launch a critical product and important growth factor, Day Force Wallet, including gathering customer feedback and leading regular product scrum meetings to plan product release for larger Enterprise customers. - Took part in data gathering meeting with external vendors for Enterprise customer Benefit module integrations. - Was instrumental in helping design and test Employee timesheet data Webservice call so companies can create their own webservice calls to Dayforce product using REST API to run or schedule reporting leading to 1.1M in infrastructure savings and resourcing. Helped reduce requests for creation of custom reports and these reports using memory on servers contributing to latency across customer base.

Toronto, Canada Area

Supported Product Support operations, developing strong product expertise. Maintained the knowledge base, producing high quality articles and training materials. Completed notifications and impact assessments following defects and upgrade issues. Assisted Principal Application Specialists in call driver initiatives. Facilitated Sprint Planning, Daily Scrums, Retrospectives, Stakeholder Meetings and Software Demonstrations. - Provided rapid responses and resolutions for complex issues escalated to the Product Support team.- Assisted in API requirement gatherings during SOAP and REST UI with external vendors to assist with third party integrations, specifically with Hireright to allow for candidate data to be sent to HireRight for pre-screening and verification. Worked as a team member. - Improved productivity, collaborating with team leads to identify and address ticket trends and training gaps.- Led sprints as Scrum Master for release deployments, led sprint introspective, ensuring the team adhered to the scrum principles, removed impediments to sprints in sprint lifecycle using tools like Miro. One of the first pioneers in helping establish a Scrum Master team to allow company to move towards a hybrid model. - Worked closely with Project Owner in backlog management and continuous delivery of features. - Educated and reinforced scrum methodology and agile framework to team members and stakeholders. - Direct and lead development team from project initiation through delivery of final product.

Toronto, Canada Area

SunGard has been acquired by FIS role changed to Business Analyst to onboard banks using Adaptiv.- As Business Analyst had to ensure all details are covered in scope along with cost analysis, resources are secured, risk management strategies are laid out (using Netsuite). - Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in rapidly evolving global business environments.- Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.

Toronto, Canada Area

Work with the Client and SunGard application consultants to plan software releases from inception to deploymentDeployment of software and batch processes to live serversHousekeeping and management of the Client’s ASP environmentsResearch and replication of software and hardware issuesDetermine workarounds and issue resolutionDetailed analysis of the business user requirements and workflow processes.Collection and analysis of stats and data relating to performanceFinancial Credit and Market Risk management support managementManaging and supporting live server environmentsOversee entire release lifecycle for client from planning, execution, QA, participation in daily scrum meetings and sprints, part of DR and Dry run internal and client oriented testing, risk mitigation planning.

Toronto, Canada Area

Served as a trusted customer advisor, understanding end-to-end business processes and areas for future growth. Assessed customer business and scope of work through business mapping, translating business requirements into designs, data models, and technical requirements. Liaised with development teams to build highly customizable solutions. Participated as one of 3 scrum masters to help the organization evolve and adopt scrum and agile principles. - Contributed to the design, prototype, user testing, refinement, and end-user training process for CRM solutions.- Assisted Professional Services Manager in creating KPI data to map revenue growth per customer, revenue generated per experienced analyst, Revenue per customer per industry to help pinpoint highest profitable industry segments. - Completed a project for a landscaping customer ahead of schedule through strong business acumen, technical expertise, and interpersonal skills, generating savings of $10K.- Revenue generating position, scoped project effort and created project proposals.- Led sprints as Scrum Master for release deployments, led sprint introspective, ensuring the team adhered to the scrum principles, removed impediments to sprints in sprint lifecycle using tools like Miro. One of the first pioneers in helping establish a Scrum Master team to allow company to move towards a hybrid model. - Helped document and spread the agile-methodology and approach, trained future scrum masters

Toronto, Ontario, Canada

Processed address changes and tax exemption changes for employees, processing personnel/payroll actions in national finance system and epic, processing combined federal campaign forms for employees.Assisted with filing, xeroxing, faxing and typing revised changes to position descriptions.Provided the full scope of hiring which requires the knowledge and skill in applying a comprehensive body of human resources rules, procedures and technical methods concerning recruitment.Provided staffing program support duties which include assisting hr specialists with administrative tasks such as making job offers, preparing offer letters, scheduling appointments for suitability checks, etc.Interpreted and apply pay rules and regulations to resolve pay-setting errors or discrepancies.Analyzed pay and leave laws to assist in developing guidance and other informational materials for managers and employees.Reviewed all associated documents to ensure that all human resources policies and guidelines adhere.

Toronto, Ontario, Canada

Translated business processes and rules into software processes. Coordinated with clients to address issues regarding Kunnect, a cloud-based call centre solution. Demonstrated expertise in next generation networks (NGN). Supported the continued production of existing NGNs, VARs, web and telecommunication products while performing alpha and beta software testing.- Served as a key resource, in analyzing business revenue data to help scale growth in specific state sectors and market. - Was vital in contributing to 10% revenue growth from political campaign clients. - Participated in modeling test use case data and performing testing via Selenium before product releases

Toronto Ontario

Liaised with clients to develop solutions pertaining to property management, inventory management, and point-of-sale functionalities for ResortSuite, a hospitality management system. Worked closely with clients to understand specific business needs to translate and create custom reports and Stored Procedures using Oracle 8G. - Identified and translated business process needs into application functionalities for product expansion. - Helped create a client specific stored procedure which helped client get 15% efficiency for hotel dining section in data entry via POS terminal. - Performed Integration analysis for transaction data sync and data storage and security for payment integration with Moneris. POS (Point of Sale), Property Management System, Inventory Management, and the object dependencies.Interfaces with other ERP SystemsMass Inventory Data Import, Data Massage, identification of corrupt data in case of import failureTransaction Profiling to narrow down cause of performance issuesProven Ability to be able to think outside-of-the box and address unexpected issues Proven skills to help Non-Tech Users Translate the existing data and reports into informationInterpret Business Process needs and make them functional in the ApplicationCoordinate to determine the source of system issues and independently resolve themDocument the changes and communicate logically for future reference in a timely mannerAd-Hoc Sales Analysis Reporting for Comparative ReviewsInstallation of Web components including Apache 6.0.23 and IIS 7.0 including server configuration and web deployment. Ability to reconcile and troubleshoot critical financial reports including advanced deposits, daily sales and Guest ledger reports.

Toronto, Canada Area

-Impact delivery and optimization of current infrastructure and process can be sustained to business growth-Quickly develop a mastery of Ministry Processes and CPIC (The Canadian Police Information Centre ) data flow to provide analysis data on how new data flow should be integrated. -Create detailed business scenarios/models to solve operational issues-Dive deeply into root cause analyses to enable swift solutions-Manage process improvement projects in conjunction with standard job functions-Create new process controls for new data integration for CPIC- Understand financial statements/drivers to guide development effort and strategy

Toronto, Ontario, Canada

• Using ADP recruiting ensure reqs are posted, screen candidates for first round interview• Once candidate is ready for onboarding ensure all data is entered into system, deliver welcome package• Perform Day 1 boarding, training and guidelines. Assist with termination paperwork and offboarding.

Windsor

Help resolve technical issues related to computer usage faced by students and faculty in the school environment.

Support website development Handle changes and edits on a daily basis Upkeep and website Maintenance

Bsc, Computer Science

Activities and Societies: V.I.S.A (Volunteer International Students Assistance), S.O.S (Students Orientating Students), C.S.S (Computer.

A Level, Science