Farzin Masoudi
Ottawa,Canada
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
18
18
years of professional experience
Work History
SENIOR BUSINESS INTELLIGENCE ANALYST
TD Bank
08.2020 - 11.2024
- Develop specialized reporting packages, dashboards, and scorecards to support business decision-making
- Lead the implementation of strategic initiatives aligned with overall business objectives
- Conduct in-depth analysis to provide enhanced business intelligence (BI) for leadership teams
- Design and develop comprehensive BI reporting packages and dashboards using data infrastructure, localized datam arts, and external sources
- Ensure data accuracy and integrity in all reporting outputs
- Generate insightful commentary and analysis for both new and existing reporting packages
- Collaborate with business partners to understand objectives and deliver valuable reporting and ad-hoc data extracts
- Interpret business drivers, definitions, and key metrics to provide actionable insights and strategic recommendations
- Oversee the development and implementation of portfolio reporting, including acquisition, attrition, growth, and profitability metrics
- Deliver complex reporting, analysis, and assessments at both functional and enterprise levels
- Operate independently as a senior analyst and provide technical guidance and support to team members
VENDOR MANAGER
TD Bank
12.2017 - 08.2020
- Manage vendor relationships across a diverse range of products and services
- Support contract management, financial oversight, and risk management, including vendor invoice validation and payment processing
- Oversee the end-to-end process of delivering vendor performance scorecards and preparing governance meeting materials for senior executives
- Conduct complex analyses and develop business vendor management reports and dashboards
- Maintain vendor document repositories and dashboards for the line of business (LOB)
- Facilitate meetings and working sessions with internal stakeholders and vendors to ensure alignment with business requirements and objectives
- Continuously monitor vendor performance to ensure compliance with service level agreements (SLAs)
CUSTOMER SERVICE TEAM MANAGER
MBNA CANADA/TD Visa
07.2010 - 12.2017
- Led a high-performing team, boosting customer satisfaction by 30%
- Implemented training programs, reducing onboarding time by 25%
- Achieved a 20% increase in first-contact resolution rates
- Developed metrics to track performance, enhancing accountability
- Collaborated with sales to upsell, driving revenue growth by 10%
- Resolved escalated issues, maintaining a 95% customer retention rate
QUALITY ANALYST
MBNA CANADA
08.2008 - 07.2010
- Conducted user acceptance testing, ensuring alignment with client needs
- Created detailed reports, providing insights for strategic decision-making
- Trained team members on best QA practices, elevating team performance
- Implemented quality metrics, driving continuous improvement initiatives
- Achieved 98% defect-free releases, enhancing brand reputation
SR. TELEPHONE SALES ASSOCIATE
MBNA CANADA
09.2006 - 08.2008
- Exceeded sales targets by 30% through strategic phone outreach
- Developed strong client relationships, boosting repeat sales by 25%
- Utilized CRM tools to track leads, enhancing follow-up efficiency
- Trained and mentored junior associates, improving team performance
- Resolved customer inquiries swiftly, enhancing satisfaction ratings
- Collaborated with marketing to align campaigns with sales efforts
- Analyzed sales data to refine strategies and drive revenue growth
Education
Honors BSc - Biology
University of Ottawa
Diploma -
T.A Blake Lock High School
Skills
- Leadership
- Communication
- Strategic Thinking
- Decision-Making
- Problem-Solving
- Change Management
- Project Management
- Data Analysis and Interpretation
Languages
English
Farsi
Timeline
SENIOR BUSINESS INTELLIGENCE ANALYST
TD Bank
08.2020 - 11.2024
VENDOR MANAGER
TD Bank
12.2017 - 08.2020
CUSTOMER SERVICE TEAM MANAGER
MBNA CANADA/TD Visa
07.2010 - 12.2017
QUALITY ANALYST
MBNA CANADA
08.2008 - 07.2010
SR. TELEPHONE SALES ASSOCIATE
MBNA CANADA
09.2006 - 08.2008
Diploma -
T.A Blake Lock High School
Honors BSc - Biology
University of Ottawa
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