Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Raheel Khan

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Care Supervisor

Rogers Communications
10.2019 - 06.2022
  • Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
  • Implemented quality assurance measures to ensure adherence to company standards and policies.
  • Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Created customer support strategies to increase customer retention.
  • Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Team Leader / Communication Prime

Telus, Inc.
08.2010 - 10.2018
  • Team Leader at dedicated help desk for sensitive and high profile National & Enterprise level clients including Gov. of Canada, RCMP, Gov. of BC, Gov. of AB, BC Hydro, ICBC, ATB, AHS, RBC, CIBC, Air Canada etc.
  • Trained, Managed and Lead teams on different programs and issues.
  • Monitored the life cycle of trouble tickets and intervened when required.
  • Coordinated with appropriate cross functional teams to ensure that open issues are resolved.
  • Provided proactive updates on open tickets on mainstream circuits, managed objects, VPN, PPN and high priority voice troubles.
  • Communicated notifications on high severity issues to impacted customers, service managers and internal teams.
  • Customized responses based on customer's business application, SLA's and the impact of issues.
  • Maintained process documentation & prepared ad hoc reports as requested for internal departments or customers.
  • Responsible for Incident Management until resolution.
  • Engaged EMT (Escalation Management Team) on hazardous and safety issues to ensure timely resolution.
  • Managed Offnet trouble tickets for CPR (Canadian Pacific Railway), AT&T, Verizon, Bell, TELUS Quebec etc.
  • Worked with culturally and organizationally diverse clientele and team members.

Assistant Supervisor

Advanced Parking Systems
11.2004 - 06.2007
  • Performed general office duties.
  • Answered inbound calls in support of customer needs.
  • Assisted in the training of new attendants.
  • Managed customer inquiries.
  • Handled cash on daily basis.
  • Worked with new customers in the development of new accounts.

Team Lead

Middlesex Recruitment Company
05.2002 - 09.2004
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Worked with team to identify areas of improvement and devised solutions based on findings.

Education

BBA - Sales And Marketing

Middlesex University
London, UK
09.2004

Skills

  • Highly experienced in Incident Management
  • An accomplished result driven professional with over 20yrs of sales/customer services
  • Team Leadership and Strategic Planning
  • Able to lead groups towards an activity or goal
  • Detail oriented, flexible and adaptable
  • Extremely productive in high volume, high stress environment
  • Effective problem solver and able to make decisions for mentoring or coaching purposes
  • Excellent organizational and facilitation skills
  • Excellent networking skills with internal and external clients
  • Well experienced in handling escalations
  • Security clearance to work on highly sensitive, mission critical tasks & projects
  • Operations Management
  • Customer Relations
  • Escalation management

Languages

English
Native or Bilingual
Urdu
Native or Bilingual
Punjabi
Full Professional
Hindi
Full Professional

Certification

  • Rogers Wireless Customer Care Supervisor (Rogers Wireless Internal Training) October 2019
  • NCSC New Hire Training Program (TELUS NCSC Internal Training) September 2010
  • Rogers Wireless Customer Care Specialist (Rogers Wireless External Training) February 2009
  • Sprint Consumer General & Business General Training (SPRINT US) November 2007

Timeline

Customer Care Supervisor

Rogers Communications
10.2019 - 06.2022

Team Leader / Communication Prime

Telus, Inc.
08.2010 - 10.2018

Assistant Supervisor

Advanced Parking Systems
11.2004 - 06.2007

Team Lead

Middlesex Recruitment Company
05.2002 - 09.2004

BBA - Sales And Marketing

Middlesex University

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Raheel Khan