Saiyaz Shakur
New Westminster
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Manager
Cityfone
11.2017 - Current
- With Cityfone business sunset effective December 31, 2024, responsible for operations movement of customer base to Rogers Communications Inc
- Wireless port out support and management
- Database file sharing to internal partners
- Direct message and bill message creation and management
- Working closely with Cityfone I.T for closing logistics
- Collaboration with IOS call center management for project guidance and planning
- Responsible for $1.1M inventory of wireless devices for customer fulfillment
- Ordering new inventory while maintaining existing inventory for a balanced worksheet
- Working closely with Marketing to determine run rates with new promotions as a consideration
- Coordinating returns and sales on unused and unwanted devices
- Reporting monthly counts, volumes and sales to Rogers Finance
- Overseeing monthly balance sheets of refunds, adjustments and write offs
- Ensuring ticket management is accurate and within SLA’s
- Providing accurate batch reports to Rogers Finance with monthly frequency
- Overseeing collections activity within current, past 30, 60, 90+ day buckets
- Overseeing credit check assignments and number of customers who are being approved vs
- Declined for new service
- Overseeing fraud alerts and identifying trends by province with new activations
- Approving collections steps
Project Manager
03.2011 - 03.2021
- Responsible for hosting high profile telethon in Burnaby call center with over 200 volunteers
- Hosting weekly conference calls with National partners such as I.T, Telecom, Call Flow Management, contingency and project status
- Delegation and support of volunteer roles and responsibilities (volunteer count, seating arrangements, facilities, food, décor, gift bags etc.)
- Facilitation of weekly meetings to gauge project progress
- Excellent working relationships with decisions makers at Vancouver Canucks and Canucks Place
Team Manager
Rogers Communications Partnership
06.2005 - 11.2017
- Leaders Of Tomorrow Manager from November, 2016 to March 2017
- Mentoring, managing and developing agents with aspirations for leadership roles
- Responsible for TM vacations and schedules
- FAB prime (regional events, responsible for gaming in call center)
- Employee Engagement prime (My Path, Soiree, yearly bbq, holiday events)
- Customer Experience Lab Manager from March 2017 to October 2017
- Organization of senior leaders to visit our call center and experience being a frontline agent
- Organization of new hires to visit lab as part of their onboarding experience
- Leverage CEL agents to support and skill building performance for bottom performers
Education
The Confident Communicator -
01.2018
Top 200 Coaches -
Rogers program
01.2015
Managing Matters -
Rogers Communications Inc.
01.2010
Canadian Securities Course -
Canadian Securities Institute
Toronto, ON01.2001
B.A - Business Admin
Kwantlen University College
Richmond, BC01.1995
Business Management - Marketing
Compu-College School of Business
Vancouver, BC01.1993
Skills
- Problem-solving
- Team leadership
- Operations management
- Staff management
- Workforce management
- Customer relationship management (CRM)
- Inventory management
- Project management
- Goal setting
- Process improvement
Accomplishments
- Saved the company approximately $100,320.15 by selling unused and device inventory.
- Reduced operational expenses by 10% by streamlining branch operations.
Hobbies and Interests
- Technology, business, and innovation
- Communication and interactive technology
- Physically active and train in mixed martial arts
Awards
- Recipient of Movado Community Hero Award presented on-ice by the Vancouver Canucks
- Recipient of Business Impact Award 2011 for support of the CFKT April 2011
- Recipient of Ted Rogers Award for support of the CKFT – April 2019
Languages
English
Full Professional
Certification
- First Aid Certification
- CPR/AED Certification
Timeline
Operations Manager
Cityfone
11.2017 - Current
Project Manager
03.2011 - 03.2021
Team Manager
Rogers Communications Partnership
06.2005 - 11.2017
Top 200 Coaches -
Rogers program
Managing Matters -
Rogers Communications Inc.
Canadian Securities Course -
Canadian Securities Institute
B.A - Business Admin
Kwantlen University College
Business Management - Marketing
Compu-College School of Business
The Confident Communicator -
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