Zahir Raihan

• Advise clients on phone and through correspondence about the outcome of the complex CPP benefit applications, advise next steps or explain reasons for denial
• Maintained strict adherence to CPP acts and legislations to ensure program integrity and misuse of benefits
• Conduct thorough fact-finding interviews with clients regarding their Canada Pension Plan applications
• Coached and Mentored junior staff members
• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities

Key Results:

• 96% accuracy on completed files with no errors or omissions on a target of 80%
• 100% files/inquiries completed on time
• Achieve all production targets since 2021

• Interpret and apply the Trademark Acts, regulations, relevant case laws, policies and guidelines to provide trademark rights protection to Canadian businesses
• Performed in depth searches in databases to determine the eligibility of Intellectual Property rights and avoid conflicts
• Provide decisions to clients regarding their applications and explain any objections and requirements resulting from the examination process

Key Results:

• Completed all training and post training assigned cases successfully

• Conducted fact-finding interviews with clients and employers to verify Employment Insurance (EI) related fraud allegations, detect misuse or abuse of the Employment Insurance benefits
• Conducted outreach programs in groups of 15/20 EI applicants in different parts of GTA to educate clients of their rights, obligations and responsibilities specific to EI
• Conducted extensive research and analysis on subjects such as employee data, acts, regulations, collective agreements, pension and insurance plans, federal and provincial legislation and interpreting the application and intent behind various directives
• Helped EI recipients go back to workforce
• Collected and analyses payroll information's and other relevant documents related to employment, sickness, disciplinary actions to support statements made by employer and employees
• Prepared and send final written recommendation to management for adjudication

Key results:

• Completed 120 investigations between September 2017 to May 2019 and passed all required assessments by quality assurance unit without any major observations
• Documented findings and prepared detailed reports
• Documented findings and prepared detailed reports.
• Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
• Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
• Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
• Collaborated with federal agencies on investigations.

• Responded to a variety of enquiries and requests from small, medium and large corporations for Payroll, GST and Corporate Tax
• Conducted extensive research and analysis on subjects like corporate tax, withheld amount, payroll, small business job credit, employment insurance, export, import etc.
• Identified enquiries that could result in problem resolution cases or that require in-depth interpretation, account adjustment or further analysis
• Reviewed books and records of the companies to provide explanations and clarification of their tax obligations
• Explained corporate and business tax related legislations, policies, process and deadlines
• Researched potential solutions using a variety of internal and external Information sources when taxpayers become non-compliant

Key results:

• Passed all exams and assessment at first attempt
• Passed all quality reviews, including time to handle each client without errors

• Managed inbound sales and service calls to ensure exceptional customer service to clients
• Implemented various market strategies to promote new business
• Underwrote profitable policies in line with the risk appetite of the company
• Promoted a range of insurance products to potential and existing clients.

Key Results:

• Achieved 130% of sales target in 2014-2015
• Met and exceeded all customer satisfaction surveys

• Profit Center Manager and Team leader of 8 managers and 113 executives engaged in servicing the business market in 6 provinces of Bangladesh
• Provided Strategic leadership in creating and implementing an ever growing and evolving advisory service to large corporate clients for customized telecom and IT solutions and platforms
• Arranged unique stakeholder engagement programs on and off site to connect Corporate/SMEs customers with local and international IT vendors to discard their inefficient manual processes to low cost/high impact automation. For example low cost ERP, sales CRM, vehicle tracking software. This was before affordable off the shelf solutions were available in the market
• Managed qualitative and quantitative market research to improve and align Segmentation Strategy, Product and Advertise Testing, Satisfaction and Loyalty Analysis, Brand Awareness Research and Pricing Strategy
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction
• Collaborated with senior management to develop strategic initiatives and long term goals

Key results:

• Increased subscription/contract sales by 47% between August 2010 to January 2012
• Exceeded the revenue target of CAD $15 million in 2010-2011
• Resolved 93% customer problem within 24 hours despite 40% increase of call volume
• Launched a separate brand for business segment in September 2011 as per long term strategy

• Profit Center Manager and leader of 100+ executives engaged in servicing the business with products, services and advisory on customized telecom/IT solutions and platforms
• Project Manager for various distribution and marketing projects
• Arrange unique stakeholder engagement programs on and off site as well as participate in industry specific events to maintain strong presence in the market and healthy pipeline of leads

Key results:

• Launched the GPDC project in 2005 to connect directly with retail partners by reducing dependency on ill intentioned distributors
• Reduced commission cost by 80% while activation and revenue per user went by 40% in 3 months of launching GPDV saving the company USD 100 million between 2005-2007
• Leading member of first handset/equipment collaboration project for 7 telenor plc. operations around the world to buy equipment in bulk to secure better price and service contract
• Launched first user based commission directly to retailers