Shafnur Islam Khan Email & Phone Number

Ontario, Canada

Global Excel is a full-service provider of global healthcare risk management solutions• Open cases on the customer management system to assist clients throughout their medical emergency or other service needs• Provide accurate and complete information to identify solutions to customer, health care facility/provider, and insurance partner inquiries by utilizing appropriate insurance policies and reference material• Direct clients to appropriate medical providers, engaging third party affiliates and offering solutions for the lowest practical cost• Outbound communication to health care facilities/providers, clients, insurance providers and other stakeholders to collect information related to travel insurance claims or to arrange direct billing payments• Appropriately handle, communicate, and professionally exchange sensitive and confidential information, adhering to both company customer service guidelines and legislated privacy standards

Mississauga, Ontario, Canada

1. Managing activities related to electrical engineering project approval, review, and scope.2. Monitoring, preparing, and submitting project updates and reports related to handling vendor materials for on-site visits.3. Maintaining an ongoing project schedule for client approval and requirements – including theexecution and supervision of said projects.4. Adhering to and administering ESHS (Environmental, Social, Health & Safety) protocols as perclient and vendor recommendation.5. Conducting ESHS (Environmental, Social, Health & Safety) audits based on client approval andrequirements.6. Responsible for administering and maintaining all material and equipment related to ESHS(Environmental, Social, Health & Safety) standards, and the use of said material on the client premises for engineering activities.7. Preparing project and support documentation for internal and external communication between stakeholders – including EnerZ and its respective clients – for all current and upcoming projects.

Ontario, Canada

1. Maintained a 90% customer satisfaction rate through prompt issue resolution2. Achieved high call volume efficiency with an average handling time of 10 minutes3. Boosted upsell conversions by 15% through in-depth knowledge of Rogers SMB products4. Provided accurate information on promotions to 35+ customers daily5. Achieved a 95% resolution rate, reducing complex issue resolution time by 20%6. Improved service efficiency by 10% through adept use of computer systems7. Guided 15+ customers daily on troubleshooting basic technical issues8. Contributed to an 8% improvement in overall team performance9. Reduced recurring problems by 25% through accurate record-keeping10. Provided reports on customer feedback, leading to targeted service improvements11. Provided solutions with retention and loyalty plans for customer satisfaction

Bangladesh

• Performed safe “Start/Stop” of the mechanical and electrical system of the Engines and plant auxiliaries• Conferring with systems operations and regulating transmission loads and frequency• Matched the load demands and save the plant from outages several times after the shift was received • Always achieved 95% year-ending performance revaluation from the supervisor in 2.8 years of service • Achieved employee of the month award twice for outstanding operational performance • Worked as an assistant project engineer in a 100MW HFO-based plant of the company and completed commissioning the plant within the given time frame of the Govt. of Bangladesh • Assisted the operation department with plant and equipment audits• Developed training documents and manuals for newly implemented equipment and circuits, supporting the maintenance team with equipment troubleshooting and root cause analysis on equipment failures• Performed diagnosis of faults associated with both electrical & mechanical systems of engines and auxiliaries• Prepared plant shift reports, load generation reports, fuel consumption reports, and total energy consumption reports• Trained the junior–level engineers on new and existing plant processes and equipment to improve their work efficiency and knowledge• Acted as a safety leader during emergencies in the Plant and take prompt action to avoid incidents/ failures • Ensured proper relationships among employees, staff, and labor

Dhaka, Bangladesh

• Delivered technical sales presentations to prospects and presented benefits and value of products• Increased 10% sales of the company in the machinery division • Meet the sales target for the team within 8 months of a year• Designed and delivered product knowledge and training for clients • Provided technical troubleshooting and problem-solving for clients with installed equipment or system issues• Analyzed market trends, competitor performance, and product strengths and reported to the Country Manager accordingly

Master Of Engineering - Meng, Electrical And Computer Engineering

Bachelor Of Science (Bsc), Electrical And Electronics Engineering

Activities and Societies: AIUB Perfirming Arts Club - APAC AIUB Freshmen Volunteer Unit AIUB Sports Volunteer

Higher Secondary Certificate, Science

Activities and Societies: Imperial Science Club PathchokroWebsite: http://imperialcollege.edu.bd/

Secondary School Cirtificate, Science

Activities and Societies: Bangladesh National Cadet Core