FAIZUL FAHIM
Senior Director Of Support And Services, Americas
Langley
Summary
Business Operations Executive offering 8-year history of leading strategic and tactical business initiatives. Proven expertise in large-scale business transformation and change management to consistently exceed company objectives. Offering effective communication, team building and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect.
Overview
15
15
years of professional experience
Work History
Senior Director, Americas
Sophos Inc
09.2024 - Current
- Led multiple teams of product experts, delivering enterprise-level technical support for security solutions, ensuring swift and effective resolution of complex technical issues, with teams functioning across multiple continents and four offices, comprising nearly 150 staff.
- Served as the primary escalation point for politically sensitive, and financially impactful customer cases, driving successful outcomes while preserving client relationships.
- Championed continuous improvement by integrating aggregated customer feedback into product development roadmaps, driving measurable product quality enhancements.
- Recruited and trained a new team of engineers based in Brazil to support Latin American operations, replacing a BPO operation that saved approximately $300,000 annually in operating costs.
- Collaborated with senior leadership across business units to align support strategies with corporate objectives, which include enhancing customer satisfaction and retention by utilizing objectives and key results schema.
- Implemented AI agent assistance and AI support tools to increase productivity and engineer efficiency by approximately 20% over historical productivity levels.
- Foster a culture of ownership and accountability, resulting in reduced escalation rates and improved first-time resolution metrics by approximately 10% over historical levels.
- Allocated operating budgets and expenses for team events across multiple continents and offices to foster and grow a closely linked workspace, despite a fully remote work environment.
Director, East Coast
Sophos Inc
10.2023 - 09.2024
- Created a new structure for L1 and L2 collaboration based on a pod system model to streamline and improve productivity by nearly 20%, and CSAT by 5%.
- Streamlined management structure of individual teams to utilize a more hub-and-spoke model for managers to lead with. This improved manager time efficiency and allowed for better team cohesion.
- Site leader for the Ottawa location, which included an office of approximately 50 staff who regularly worked together in a state-of-the-art workspace.
- Successfully helped design, test, and implement a new CRM and migration from an older CRM that affected over 100,000 customer records, with a user base of over 1,000 staff.
- Created new workflows to incorporate technical support and managed detection and response services together, to streamline the incident management process and reduce customer time to recovery for their impacted environments.
Technical Support Manager
Sophos Inc
12.2020 - 10.2023
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Helped create a rapid response team and processes to integrate technical support and incident response teams.
- Implemented a new, scalable IVR system to assist with global and regional language call routing. This improved the average handling time to under 30 minutes per call.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively. This helped increase customer satisfaction by approximately 5 percent.
- Tracked KPIs and created continuous improvement plans.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
Team Lead
Sophos Inc
09.2019 - 12.2020
- Created a streamlined case distribution system and workforce management tracking to increase case closure efficiency by approximately 10 percent.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted regular reviews of operations and identified areas for improvement.
Technical Support Engineer
Sophos Inc
04.2017 - 09.2019
- Support partners and customers in resolving their problems with Sophos products, including anti-virus and encryption products.
- Have a strong customer service focus, while striving to have excellent product knowledge, to better support a holistic approach to technical support.
- Create dynamic and customized solutions to customer problems that go beyond basic troubleshooting.
- Establish a level of rapport and understanding while on the phone or via email with a customer, whereby they trust support staff to deliver the necessary solutions to their problems.
- Ability to troubleshoot and resolve problems within customer environments, including Active Directory, SQL, VMWare, Linux/Unix, Mac OS X, Windows, Active Directory, and IIS.
Technical Support Specialist
Avigilon Ltd
11.2015 - 03.2017
- Support integrators and end users with networking, hardware, and software failures in a professional and timely manner.
- Keep up-to-date and organized records, and follow up with previous tickets to ensure customer satisfaction.
- Improve client loyalty and promote Avigilon products through excellent customer service and technical knowledge.
- Diagnose and resolve technical hardware and software issues involving internet connectivity and networking, as well as Cisco router and switch issues.
- Helped create a new hire training process, including new in-class and hands-on training, from the ground up, to facilitate better onboarding.
In-Store Services (Geek Squad) Supervisor
Best Buy Canada
04.2015 - 09.2015
- Led a team of 5 to 10 client-facing technical support staff in the top-volume store in Western Canada.
- Managed daily task assignments and completion, performed advanced technical support functions and configuration, and assisted with sales conducted by both sales staff and Geek Squad agents at the services desk.
- Provided coaching, motivation, and support to employees to drive departmental and store financial and operational goals.
- Improved client loyalty and return customer rates for both the Best Buy and Geek Squad brands through active listening, issue resolution, and customer follow-ups.
Sales Supervisor
Best Buy Canada
04.2014 - 04.2015
- Led a team of 20 to 35 sales staff in the home office, home entertainment, and consumer entertainment departments of the top-volume store in western Canada.
- Supported the achievement of store sales and customer retention goals by assisting in the direction, mentoring, and development of sales personnel.
- Acted as the designated Manager on Duty, supporting staff with escalated customer issues, and managing daily store financial performance.
- Oversaw store adherence to merchandising guidelines to create a welcoming store presentation for customers, reduce store shrink, and ensure accurate product availability.
Research Assistant
University of Northern British Columbia
09.2010 - 04.2014
- Collected and analyzed data from live subject experiments.
- Maintained accurate records and confidential storage of sensitive experimental data.
- Conducted literature reviews, and prepared materials for submission to grant agencies and foundations.
- Developed, set up, and executed experimental procedures and interviews.
Education
Bachelor of Science - Psychology
University of Northern British Columbia
Prince George, Canada01-2010
Skills
Collaborative leadership
Stakeholder relations
Organizational development
Key performance indicators
Policy implementation
Team building and motivation
Pipeline development
Decision-making
Strategic planning
Team management
Timeline
Senior Director, Americas
Sophos Inc
09.2024 - Current
Director, East Coast
Sophos Inc
10.2023 - 09.2024
Technical Support Manager
Sophos Inc
12.2020 - 10.2023
Team Lead
Sophos Inc
09.2019 - 12.2020
Technical Support Engineer
Sophos Inc
04.2017 - 09.2019
Technical Support Specialist
Avigilon Ltd
11.2015 - 03.2017
In-Store Services (Geek Squad) Supervisor
Best Buy Canada
04.2015 - 09.2015
Sales Supervisor
Best Buy Canada
04.2014 - 04.2015
Research Assistant
University of Northern British Columbia
09.2010 - 04.2014
Bachelor of Science - Psychology
University of Northern British Columbia
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