Reyon Seenath

Products & Services call center agent readiness

• Product Launch and Optimization:

- Subject Matter Expert to project mangers &

business analysis representing the call center

stakeholders.

- Collaborate with cross-functional teams

(Engineering, Learning & Development, Marketing,

Service & Network Planning) to refine products and

services.
- Conduct operational readiness testing to minimize launch

issues.
- Identify areas for improvement through deep dives and

analysis of existing offerings.

- Conducting internal service trials before service rolls out

into production

- Agent tool development & optimization

• Knowledge Transfer and Support:

- Design and implement end-to-end customer support

workflows for new products and services.

- Develop comprehensive training documentation for Tier 1

& 2 technical support teams.

- Troubleshooting service solution development.

- Training documentation development (playbooks, case

studies, interactive guides, user experience instructional

videos, AI chatbot).

- Maintenance of existing process & procedures as

technology evolves.

• Product / service escalation support to Tier 2 Technical support agents (Consumer & Business/Corporate) that support customer facing agents.
• Escalation technical support to internal employee cross-functional teams.
• Production product & services prime: Current portfolio

Connected Devices:

- Manage product life cycles for smartwatches

(Apple, Samsung, Google Pixel)
- TELUS Health Companion app on Apple Watch

(Living Well Companion) - product now discontinued.

- Ticket analysis to identify call drivers for poor customer

experience.

- Data gathering & root cause analysis.

- Service escalation point.

Network & Security Solutions:
- Call control (anti-spam call blocker)

- Internal employee support point

- Tier 2 agent access onboarding prime
- Outbound CNAM (VoLTE caller ID display)

- eSIM technology deployment for Apple & Android based

platforms using eGW (entitlement gateway) &

SM-DP+ (IDEMIA).

Previous projects successfully launched:

LTE, VoLTE, VoWiFi (WiFi calling iOS & Android), SMSIP, RCS (rich communication services), Call Control (anti-spam), Smartwatch ( iOS & Android), eSIMs , 5G SA