Resume

(Click here for complete resume-pdf)

Omar Farooq Shahzad

7-37 Fourwinds Drive

Northyork, ON

(647) 272 5886

ofarooqshahzad10@schulich.yorku.ca

LinkedIn: omar shahzad

Date of Birth: 11th June 1980

 

Manager, Coach and a strong believer in the power of 1.

I strive to be a productive member of the team & look for work in challenging work environments where I can enhance my managerial, leadership, Information Technology and business excecution skills.  

  

EDUCATION

 

Strategic Management, Entrepreneurship & Marketing

Bachelors of Arts, Information Technology (Honors)

Completed two years of Bachelors of Sciences in Computer Science

WORK EXPERIENCE

 

Rogers Communications                             (June 2011 – to date )
Manager, Business Enablement
Business Care Offline Support

• Business Strategy execution: Deliver a seam less end to end ‘on boarding’ experience for Rogers Business Enterprise and Commercial customers

• Oversee Rogers Direct Activations, Commercial and Enterprise Migrations teams nationally to improve synergies and customer experience.

• Set up and document processes, procedures, team structures and initiatives aimed at getting on boarding right the first time.

• Manage teams located in Toronto, Montreal and Burnaby

• Build feedback mechanisms with national Business Sales Force.

• Manage a company wide monthly employee recognition program: MVP High Five

• Part of Corporate Balanced Approach task force, representing Business Enablement.

Rogers Communications                           (March 2009 –May 2011 )
 
Manager, Rogers Wireless & Cable Small Business Care

• Conducted Acting Senior Manager assignments.

• Recruited and led first hybrid team successfully, providing a model for enhanced experience to Small Business Customers.

• Built relationships and engaged relevant stakeholders to ensure customer impacting feedback from frontline was highlighted in a timely manner to facilitate positive change.

• Executed effective goal building and development plans with direct reports to meet company objectives and grow future leaders.

• Excel in taking leading teams to excellence by fostering a culture of recognition, accountability and ownership.

• Exceed revenue, costs and customer satisfaction targets month over month.

• Adept in translating organisational vision and mission to team level objectives, measures and targets.

• (Project) Internal and off the street recruitment for Small Business Brampton. Fulfilled workforce requirements for internal and external hiring

• (Project) ‘The Culture Club’: Responsible for formulating and executing Media ( e.g TV, Internet, Rtube, Blogging) strategy to increase recognition, accountability and employee engagement in Business Service Delivery.

Circle of Champions 2010 Winner: Selected for stellar sales achievement through out the year. Award ceremony at Excellence Riviera, Cancun, Mexico.

Rogers Communications                       (June 2007 – till Feb 2009)
Team Manager
Rogers Home Phone Department (Cable and Switch)

Rogers Hi-speed Internet & Cable TV

RESPONSIBILITIES
• Daily coaching of front-line staff to ensure that quantitative and qualitative results are
met for RCI, Credit Operations, Call Center
• Develop specific, customized coaching plans with direct reports, set monthly/quarterly goals
with direct reports, linking behaviors with business results
• Ongoing identification and resolution of barriers to Customer satisfaction, or timely
escalation as appropriate
• Ensure that internal and external customer satisfaction is maintained and exceeded.
• Implement initiatives to promote team/morale building and having FUN
• Effective skill development of direct reports, specifically around, call management, quality,
collections effectiveness, absenteeism, and behavioral growth
• Ensure operational effectiveness is maintained throughout the customer lifecycle
• Recommend and reinforce RCI, Credit Operations operational standards,
policies/procedures, and identify gaps
• Comply with all policy and legal requirements under the Health & Safety legislation

 

Rogers Communications Inc.                      (Jan 2007 – May 2007)
Training Support Consultant, Customer Care

• Created a supportive, professional and fun learning environment for consultants acquiring new skills

• Certified newly hired consultants to join the customer service workforce

• Executed coaching plans and conducted sit-ins, mini modular training sessions to identify skill gaps

• Provided recommendations to training team on training gaps.

• Conducted Team Manager in-charge assignments.

• Role model for new hires/team members by demonstrating integrity, professionalism & leading by example.

• Created excel based tool to assist Brampton Leadership in utilising coaching allotments (updated monthly by Workforce planning)


Rogers Communications Inc.                     (May 2006 – Dec 2006)
Customer Service Consultant, Brampton Call Center
 

• Exceeded monthly call center performance objectives including sales targets, call quality, and call handle time.

• Recipient of numerous customer commendations, WOW and WCS (World Class Service – Results of an independent agency surveying customers) call awards.

• Recipient of MVP (Most Valuable Player) for Q2 2007 award.


 
York University Bookstore & York Shop (Jan 2003 – May 2006)
Staff Member General Merchandising Department (Full & Part Time)

• Responsible for ensuring that the department’s daily functions are executed efficiently
• Providing excellent customer service to York University’s Academic and Administrative Staff.
• Handle all customer, merchandise, sale, inventory and retailing related issues in an effective and timely fashion.
• Trained on cash Point of Sale (P.O.S) systems and WinPrism Inventory Management System for both the bookstore and its affiliated clothing retail store (the York Shop).
• Inventory maintenance

Tim Hortons Coffee Shop (Aug 2002 - Jan 2006)

Store Front (Part Time)

• Responsible for handling cash, taking orders on Drive-Thru, filling orders, preparing soup and sandwiches.
• Working in fast paced environment.
• Providing fast, friendly and reliable service at all times.
• Worked in supervisory capacities during night shifts.
• Exhibited ability to prioritize job duties to get things done accurately and effectively.
• Always exhibited & continued to cultivate a strong work ethic, dedication to my job and a positive, team-player attitude.

 

Aviation & Defense Consultants, Rawalpindi, Pakistan (Nov 1998 - March 1999)

Network Consultant (Part Time)

• Setting up from scratch a working and suitable computer/IT system to enable office staff to handle online work and inventory maintenance.
• Effectively designed and managed the network.
• Typing proposals, documents, cover letters and documents.
• Maintaining the computer setup, advising office staff on technical running of computers/Trouble shooter.

LANGUAGES

I can speak fluently, as well as read and write English, Urdu and Punjabi. 

 

SKILLS/COMPETENCIES

• Proficient using Microsoft Office, Excel, Word, Access and Visio
• Adept at working in Java .C++ environment, HTML, DHTML, Assembly Language, Java scripting, Visual Basic and SQL.
• Proficient in web designing using tools such as Macromedia Flash, Dream weaver, FrontPage, Adobe Photoshop, Adobe Fireworks
• Proficient with telecom industry applications such as SGI, CSM (Customer Service Management), Siebel, AS400.
• Familiar with Windows 3.1/95/98/2000/XP/NT, MAC OS, UNIX & DOS OS environments.
• Typing speed: 90 – 100 wpm
• Results Driven
• Innovative Management
• Team player
• Adaptable
• People Skills
• Integrity and Accountability
• Time Management

ACHIEVEMENTS

• Nominated to attend Managing Matters for Leaders@Rogers (2009)
Select group of managers are selected each year to gather together throughout the year in one room and go through management tools and strategies to enhance their skill set.

• “Stellar Customer Service” 2 Day Certification September 2008

• Salvation Army Volunteer Work (Brampton Chapter) December 2008, 2009

• Salvation Army – Toy Drive (Donated to Brampton Chapter) December 2008, 2009

• “Jewel of the Caribbean” Article published by BTW Magazine (May ‘2008)

• Managed work parcticipation in raising money for the Prostate Cancer charity MOVEMBER 2009, 2010

  •Managed work participation in KIVA (micro lending) - click here for my lender page

 

CERTIFICATIONS

(Currently working on/self study)

 

 

REFERENCES

Available on request