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 • 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 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). • Owned customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention. • Contributed regularly to Clio's customer-facing knowledge base. • Partnered with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities. • Gained an expert understanding and stayed up to date with Clio’s suite of products and common workflows. • Demonstrated mastery in Clio's Suite of products and the internal tools used by the Enablement Team. • Balanced schedule autonomously and consistently exceeded KPIs focused on high adoption/low churn. • Acted as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done. • Identified process improvement initiatives and brings those to leadership/the greater team. • Managed difficult customer escalations and asked for help in unique and new cases. • Worked to customize the onboarding journey according to each firm's needs. Show less

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 • 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 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.• Owned customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention.• Presented solutions in a confident, articulate, and sensitive manner to meet the needs of customers and internal partners.• Contributed regularly to customer-facing knowledge base, KCS, by modifying articles and publishing new articles.• Partnered with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities.• Hosted QuickStart Onboarding Webinar sessions to provide one-to-many training for potential and existing customers. Show less

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 • 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 tools• Identified, with a minimum delay, new fraud trends as they transpired• Made outbound calls to customers as required to verify activity or obtain additional information and provide investigation updates/results• Achieved individual and team goals, based on quantitative and qualitative standards Show less

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 • 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 tracking, PO report and stock updating, vendor management, call flow and online portal configuration, regular status updates and bill reviews• 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• Proactively identified potential issues, performed troubleshooting and ticketing, devised contingency plans, and managed customer expectations for a smooth transition of services• Provided full training to customers on Rogers Unison administrator management portal, end user portal and receptionist’s console portal remotely and reviewed user help guides• Reviewed, developed and updated product and service training materials for stakeholders and customers • Managed customer concerns and mitigated potential escalations throughout the customer’s onboarding lifecycle by engaging with appropriate support and resolution teams Show less

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 • 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 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• Suggested and procured customers to acquire possible product and service upgrades to meet sales goals• Project- Wireless Tech Support Guru Team: Worked with leadership teams, product, support groups and communications, contributed feedback to products, offers, scope of support and training content. Reviewed training material, QET (Quality Expectation Tool) change suggestions, modified QET call flows, designed and implemented new QET flows• Project- ICU SME Prime for new hires: Oversaw attendance/performance management, host SPA/Debrief sessions, conduct side by side observations and offline coaching, review QMP/NPS results, monitor agents’ phone status, answer questions from agents, escalations and commendations, complete mid and final reviews Show less

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.* Perform PAT of new RNC, NodeB.* RNC design planning as well as VLAN planning for NodeB.* 3G network… Show more 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.* Perform PAT of new RNC, NodeB.* RNC design planning as well as VLAN planning for NodeB.* 3G network parameter modification, neighbor addition.* Supervise NM team on site during troubleshooting, rectification, maintenance and provide 2nd level data NM configuration support.* Provide level 2 technical support to back-end NOC team Additional responsibilities:* Preparation of presentation and training materials for subcon and junior engineers.* Preparation of MO (Method of Operation), PAR (Permitted Activity Request) documents before major network activities.* Maintaining close liaison with Transmission, Datacom, RNP teams for better co-ordination and co-operation.* Following proper channels to open RFCs and Tickets for rectifying unusual technical issues and provide with suitable solution.* Maintaining and updating database of roll out, swap to keep track of live network elements. Show less

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 BTS.* Supervise NM team on Swap and provide 2nd level data configuration support during the time.*… Show more 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 BTS.* Supervise NM team on Swap and provide 2nd level data configuration support during the time.* Supervise subcon and field engineers during TRX expansion and 4th sector addition while performing data configuration and integration.* BSC & BTS Fault analysis, troubleshooting, maintenance & network monitoring as well as preparing reports accordingly to ensure maximum uptime.* Providing support to RF team in implementation of Neighbors, HO definitions & RF parameter configurations, modifications.* Provide fulltime on-field and off-field NM support to Teletalk Project as well as emergency support to Grameenphone, Robi, Bharti Airtel Projects.* Preparation and distribution of daily, weekly and monthly network activity and performance reports to proper officials.* Perform network health check and manage addition, upgrade. Show less

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.