Wais Khaliqzadah

• Managed customer escalations related to billing, service issues, and customer satisfaction
• Created effective solutions to improve retention and reduce conflict while maintaining revenue
• Handled high-level cases escalated within the Office of the President (OOP)
• Experienced in Genesys Cloud, CRM platforms, and Microsoft Office applications

• Led teams of 20+ agents, stepping in for managers during leaves and absences
• Provided coaching and mentorship to improve team performance and drive key KPIs
• Assisted managers with daily coaching and employee development
• Prioritized business objectives to ensure efficiency and operational success
• Promoted a positive work environment by fostering teamwork, open communication and employee engagement
• Led daily, weekly meetings with employees, managers, senior management with a focus on process improvement, implementing action plans to drive further growth

• Promoted Fido services and products, including wireless and internet solutions
• Provided bill overviews, exclusive deals, and loyalty offers to retain customers
• Assisted customers with inquiries related to billing, service issues, and account changes
• Analyzed customer accounts and assessed account history

• Trained new hires on system usage and customer service best practices
• Conducted daily meetings to track progress and address challenges
• Developed training materials to improve onboarding efficiency

• Managed labor planning, coached associates, and led meetings
• Oversaw a team of 40+ associates
• Ensured timely shipment processing and communicated with carriers (UPS, CP, DHL)
• Identified and resolved safety hazards and operational inefficiencies
• Planned and executed labor management strategies to ensure seamless workflow, efficient resource allocation, and achievement of operational goals.

• Led daily operational meetings, effectively communicating objectives, performance metrics, and action plans to drive team alignment and success.

• Collaborated with carriers and logistics partners to ensure timely and accurate shipment deliveries, minimizing delays and disruptions.

• Supervised and managed a team of 40+ associates, providing coaching, performance feedback, and fostering a culture of accountability and growth.

• Conducted inventory counts and managed quality control assurance (ICQA)
• Identified and resolved inventory issues to improve operational efficiency
• Processed inbound and outbound shipments, ensuring order accuracy