Md Sharzil Samad Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Conducted strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products.
• Identified what would indicate a customer’s “first value” and drove towards achieving it.
• Took complete responsibility for ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window.
• Worked closely with Sales and Customer Enablement to ensure a… Show more
• Worked closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting Clio's product as quickly and effectively as possible.
• Managed multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department).

Toronto, Ontario, Canada

• Conducted daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce.
• Identified customers' “first value” and drove towards achieving it to ensure the customer is set up to realize Clio’s total value for their firm.
• Took complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window.
• Worked closely with Sales and… Show more
• Worked closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
• Managed multiple client cases at a time with strict observance of associated tasks and deadlines.

Toronto, Ontario, Canada

• Handled internal and external customer inquiries concerning fraudulent activities
• Managed and investigated potential fraud and dispute cases
• Detected new and high risk subscriber activities through fraud detection tools and escalated them to management so detection strategies can be implemented to counteract such activities
• Followed constantly changing procedures to minimize company losses
• Ensured all activities are recorded through fraud databases and relations management… Show more
• Ensured all activities are recorded through fraud databases and relations management tools

Brampton, ON, Canada

• Led deployment of Rogers Unison products and services as a single point of contact, accountable for all Professional Deployment Services activities for Enterprise customers
• Delivered an exceptional onboarding experience to each existing or new customer that results in a rapid implementation effort and a satisfied customer
• Deployed services as ordered by the customer through the Order Management Process Functions such as engaging solution architect and product teams, order entry and… Show more
• Deployed services as ordered by the customer through the Order Management Process Functions such as engaging solution architect and product teams, order entry and tracking, PO report and stock updating, vendor.
• Owned communication to the customer through kick-off meetings and status update calls at each onboarding milestones
• Conducted customer requirements discovery session in order to efficiently design, build, test and deploy Unison products such as Auto-Attendants, Hunt Groups, Dual Persona etc. based on client expectations

Ontario, Canada

• Provided technical support and built rapport with customers and their changing technical requirements
• Handled inquiries about repair, replacement, technical problem resolution and connectivity issues over a variety of smartphone OS and platforms
• Trouble-shot the required resolution including account provisioning, device functionality, device configuration, application/software support, network connectivity by escalating internal and vendor issues
• Completed accurate case… Show more
• Completed accurate case transactions and ticket escalations with a sense of urgency and an eye for detail
• Proactively profile customer needs and match company products and services to those needs

In addition to my previous responsibilities as a BSS engineer I was responsible for the following operations as well-3G UMTS Wireless Network:* Installation, Commissioning & Firmware Upgrade of Huawei RNC6910 and Huawei NodeB (WCDMA based DBS3900).* RNC, NodeB Data Configuration and integration in NM.* License upgrading and activation of RNC and NodeB.*.

As a BSS engineer I was responsible for the following operations-2G/GSM Wireless Network:* Installation, Commissioning & Firmware Upgrade of Huawei BSC6000 & BSC6900, BTS3900, BTS3900L, BTS3900A, DBS3900 (GSM) & DBS3900 BTS. * BTS, BSC data configuration and integration, BTS rehoming.* Perform PAT of new BSC, BTS.* BSC planning as well as STM planning for.

Dhaka, Bangladesh

* Complete setup of an operational LAN network consisting of 50-80 network gaming computers during World Cyber Games, Bangladesh in 2007 and 2008.* Maintenance and troubleshooting of the network to ensure the best possible uninterrupted network activities.* Supervise and direct network support team during live network operations.