MEHRDAD HOSSAIN C: 647-***-****

**** **** ***** ****

Mississauga, ON L5V 1H2

ac4mqj@r.postjobfree.com

Result driven, client focused, and sales oriented

Strong communication, negotiation and leadership skills

Self-motivated with the eagerness to exceed all individual goals while contributing to a broader team objective

Skilled in problem resolution and exceptional time management skills

Strong analytical skills with good judgment and ability to adapt to changing environments

Ability to multi-task on several different projects while acting as a liaison between different teams and departments

Excellent interpersonal skills and the ability to anticipate potential issues, think proactively and offer solutions

TECHNICAL SKILLS

Requirements gathering: Microsoft Team Foundation Server

MS Office suite & others: Word, Excel, PowerPoint, Visio, Paint, Axure

MEHRDAD’S EDUCATION & CERTIFICATION

University of Toronto (Honours Bachelor of Arts, Communications & Information Technology, with Minors in Political Science and History), 2008

Sheridan College (Certificate in Digital Communications), 2008

Certified Scrum Master, 2015

PROFESSIONAL EXPERIENCE

Production Analyst Royal Bank (Toronto, ON) Jan.2017-Current

Responsible for monitoring and resolving job errors across multiple platforms/applications that reside on the mainframe system

Ensuring problems are quickly identified through monitoring of thousands of jobs, inbound calls, emails, tickets while providing the highest level of production support and service to clients

Engaging appropriate operations/support personnel on a technical level to resolve issues in a timely manner

Reviewing application job execution errors with management, and recommending solutions to avoid reoccurrence and identifying potential impact to the bank

Updating application job documentation, ensuring that they contain up to date resolutions

Executing change records, which bring major updates and changes to various bank applications

Managing server maintenance and backup server outage impact on bank applications by coordinating with multiple teams of application developers and technical support personnel

Sales Proposal Developer Brock Solutions (Kitchener, ON) Jan.2016-June.2016

Wrote proposals and delivered presentations for Brock's customer facing airport and airlines I.T. web software SmartSuite, to potential clients worldwide and consistently converted 65% into successful bids monthly

Consistently booked 75% of meetings from prospective sales calls on a weekly basis via email and phone communication with executives and vice presidents

Conducted thorough customer software feasibility requirements sessions with subject matter experts and customers in person, over the phone and online

Hosted weekly pricing meetings with account managers to calculate pricing estimates and to finalize pricing

Analyzed RFP/RFI/RFQ bid requirements against sales proposal outlines to ensure 100% compliance and responsiveness to the customer's issues and needs

Made certain that proposals, RFI's, and RFP’s were submitted in a timely manner

Exceeded daily target for resolving complex client escalations, disputes, queries and complaints by 150%

Business Analyst Pethealth (Oakville, ON) Nov.2014-Oct.2015

Exceeded new business acquisition targets by assisting account managers convert prospective sales leads into long term clients through sales presentations monthly

Exceeded monthly key performance indictors (KPI) for new business acquisitions by gaining 5-7 clients for the target of 4 and existing business retention by retaining 70% of existing business for the target 50%

Consistently assisted account managers sell 6-8 new and upgraded features by providing interactive software demos to clients at a weekly target of 3

Acted as a liaison between stakeholders, Subject Matter Experts, Quality Assurance Specialists (QA) and Developers

Conducted risk analysis for diagnosing root issues and provided solutions for software defects

Always maintained a positive customer experience while updating online help documentation to reflect changes in software for customer understanding

Strengthened the relationship between Pethealth and existing customers by navigating available technology to provide product knowledge and support

Co-ordinated daily standup meetings to track employee growth and development and provided weekly coaching and training to designated staff which lead to a 40% increase in productivity

Assisted subject matter expert from new acquisition of Humane Solution in creating user manuals for staff and customers, integrating Humane Solution software with Pethealth's PetPoint software

Systems Engineer EMC (Toronto, ON) Jul.2012 –May.2014

Worked on large initiatives involving complex systems and dependencies on multiple projects

Acted as a liaison between the technical teams and the business partners on internal/external website implementations and collaborated with 3rd party vendors to resolve escalated issues

Gathered business requirements through sessions and analysis by interviewing customers and Subject Matter Experts (SME)

Designed "user experience" concepts and produced user interface(UI) prototypes

Trained customer end users on software upgrades and new software features

Provided operational support to customer end users after software deployment

Performed User Acceptance Testing (UAT & BAT) for software in support of the business testing effort

Performed sales presentations for upcoming features to customers at their offices and at tradeshows

Fielded questions from customers over the phone and email regarding defects, bugs and any software deployment issues with utmost professionalism

Resolved customer concerns in a timely manner and successfully pitched to them products and services that were tailored to their needs

Client Service Rep RBC (Etobicoke, ON) Jan.2010 – Jul.2012

Processed a variety of financial transactions and provided proactive solutions of their emerging financial needs such as offering overdraft protection, travel insurance and high interest accounts

Ensured to meet optimal service levels that met client’s individual financial needs and referred them to the appropriate account/mortgage/financial advisor or other alternate delivery channels

Exceeded weekly sales target of 25 successfully booked appointments for new accounts, credit cards, and mortgages

Frequently received the highest score on staff surveys sent to customers and high customer recommendations based on providing a superior client experience

Gained in depth knowledge of deposits and withdrawals from accounts, loan payments, safe deposit box payments, and others banking services

Helped train new staff transition into their roles comfortably as well as assist them in fulfilling all their daily obligations

Processed and approved international wire transfers and worked with wire transfer department regularly

Maintained expert knowledge of cash management products and services

Investigated fraud transactions, completed necessary forms, and conversed with fraud department regularly

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