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Customer Service Management

Victoria, British Columbia, Canada
October 03, 2016

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Faisal Khan,

Unit # *, *** Belmont Road, Victoria, BC, V9C 1B. Email:, Cell # 250-***-****


I would like to provide support in initiation, planning, scoping, budgeting, executions, risk management, changes, controlling, monitoring, quality, managing and preparing closures of the technology management projects under the PMBOK guidelines and project management life cycle. Given my 8 years of experience worked in PMO office in the field of technology project management, business analysis, service desk analysis, vendor/procurement/contract management process and policy compliance management, audit / risk management, infrastructure, IT security, data center and application management.

Professional Work Experience stay in MCB Bank Limited, PMO office for more than 7 years during 2006 till 2012:

-Develop project scope, cost, schedule, risk analysis, resources, communication program, quality control change management, execution/ controlling processes, policy compliances and closures

-Engage multiple stakeholders to elicit, analyzes and validate over all business needs as per requirements of the organization goals

-Manages reporting of various activities of resources in project executions, risk reporting, procurement approvals under given budgets, contracts with vendors and deliverables internally and externally

-Manage external stakeholders to ensure are logistic and supply management are intact and have delivered under the given timelines

-Prepare all request for proposals and vendor approval list to distribute the copies of product and services required for an organization with actual specifications approved from all relevant stakeholders for tendering

-Prepare matrices to review response on proposals and dedicate task to cover financial and technical reviews for approvals best available options for controlling total cost of ownership on the project and optimize over all returns on investments

-Liases with multiple teams of overall IT Group (relevant business groups), procurement, financials, Security, Audit, Quality Control, Legal, Data Center, Infrastructure and application support teams to ensure all resources are intact to play their part in work break down structure with the help of project processes

-Managing team members with influencing them to motivate and complete task on time

-Provide reporting to management about update on project progress and milestones

-Experience dealing with process re-engineering, procedures and policy writing

-Vendor management includes due diligence, registration, risk assessments and approvals

-Excellent problem solving skills, ability to distinguish symptoms from problems and recommend sound and timely resolutions.

-Ability to adapt to different working styles (within the team and with a client)

-Experience with information technology projects and information system planning.

-Ability to self-manage time and to meet deadlines.

-Excellent communicator with the ability identify, understand, articulate and document user needs

-Proficient in MS Office Suite Word, Excel, Share Point, Visio and other relevant application for delivering management reporting and projects documentations

-Ability to perform jobs timely with team management in coordination with all levels of department to compile comprehensive reporting

-Perform job with domain knowledge and skills independently to resolve day to day to issues with less supervisions

-Exceptional communication, interpersonal, and organizational skills.

-Holding degrees in Computer Science, Business and Management


Currently working at Rogers Communications Inc. Canada as Small Business Associate in Business Center

Apr/2013 – July 2015 Walmart Canada, Victoria, BC, Sales Associate - (Electronics Retail services) Store – Victoria, BC

July/2012 – August/2013 Shell Canada, Edmonton, Alberta, Sales Associate - (Retail services)

Feb/2007 – June/2012 MCB Bank Limited, Pakistan, Project Manager – (Business technology)

Jan/2006 – Dec/2006 Systems Innovations Private Limited, Pakistan, Supervisor Helpdesk (Technology deployment services)

May/2003 – Oct/2005 Tele-performance Canada Inc, Toronto, Customer Service Relationship Associate (Home phone and wireless support)

Sep/2002 – June/2ter003 Credico Marketing, Toronto, Sales Representative (Credit card sales)

Sep/2001 – August/2002 IBM Canada, Toronto, Customer Service Representative (Level-1 support)

Project and technology details:

Contract Manager/Project Management with Business Analysis:

-Perform over all Contract Management that is included but not limited to (Performance, Commissions, approvals, drafting, outsources, different level of SLAs, due diligence, renewals, business and technical controls, financials with penalty clauses and operational process to carry out the agreement all year around with over all monitoring of vendor performances)

-Experience in enterprise analysis, strategy & planning, requirements analysis, underlying competencies, solution and advancements and requirements elicitations to cover the entire domains, provide solutions as per requirements

-Analyze current situations, analytical problem solving, appropriately deals with behavior and characteristic within the situations and communication with all stakeholders with the results of findings to achieve over all objectives and goals

-Document and facilitate business request pertain to particular domain and incorporate in scope of work while dealing with service provider through contracts

-Define clear deliverables as rules and regulations, terms and conditions, controls after perform research and gathering requirements from all sources of the organization

-Creative thinking and ideas to ensure all decisions were made addressed and resolve the problem and mitigate risks, minimize repercussions to optimize cost and business needs

-Communicate with all team members effectively and efficiently to ensure that all of them has knowledge of dealing with the contract that organization is signing with third party vendors or within the organization in the form of SLA or OLA

-Ensure that all stakeholders have clarifications on what have been finalized in contents and the expectations from other parties / roles and responsibilities / limitations / legal and finance aspects are cleared

-Prepare performance monitoring reports of vendors based on terms and conditions/ response and resolution timelines as per best practices of service management

-Add different level of controls on security, up and down time breaches, penalties on payments and invoicing frequencies depending on performances of vendors and third party contractors

Application Support, Service Desk, Process, Policy, Network and Technical Analysis:

-Provide top level application support, network support, configurations, installation and patch release management with the approvals of change management under the given approved processes

-Request management and coordination of application support issues

-Incident, change, release, application and service desk management through centralized processing

-Manage budgeted hours and timelines related to application management service requests

-Prepare documentation for Quality Assurance and User Acceptance Testing

-Assist QA and end-users with verifying application functionality; and that application functionality adheres to requirements

Organization Skills:

How to I “Enterprise and supporting”;

I am very competitive, assertive, enterprising, determined and goal oriented. When required, I

will be able to display new and creative ways to achieve my objectives whether these relate to work or organization level goals. I tend to be self-evaluative and thus critical of any performance that does not meet my high expectations. Becoming a 'self manager', i.e. learning to plan my activities, to manage my time and to focus my effort on a daily basis to get today's objectives met, would come easily and naturally to me.

My strength of various “motivation factors”;

I would be described as being motivated primarily by a genuine concern for the well-being and needs of others. People would see me as quite calm, steady, unhurried, predictable, stable and cooperative. Given an opportunity to focus my efforts on the achievement of some meaningful and perhaps demanding, long term 'people-oriented' goals, I will be become a very loyal, dependable and dedicated member of the team delivering the product or services. Generally, my motivational pattern will produce the greatest personal satisfaction and best performance in opportunities requiring ongoing commitment to goals which I feel have real merit in adding to the quality of life of the people who receive the results of my efforts.

My “Team Work”;

I would be a cooperative, obliging, efficient, conscientious, painstaking and team oriented. I would be considered a reliable person who would generally follow traditional strategies. A stable group environment would be the ideal occupational setting for me.

My “People orientation and business”;

I am quite sociable, enthusiastic, cheerful, genial and outgoing. I would enjoy personal relationships and interactions, and would have the ability to achieve high levels of customer satisfaction and present a strong personal and professional public image. I might be very sensitive to rejection in some circumstances.

My “Technical and practical approaches”;

I am quite logical, reflective, analytical, factual and practical. An opportunity requiring the solving of intellectual or conceptual problems would stimulate a person such as myself. I would have a flair for technically oriented and detailed work. Taking on challenges to learn and using new information in a field that interests me would be rewarding in itself.


Sep/2013 – April/2014 NAIT, Applied Banking and Business Certificate, Edmonton, Alberta

The stimulate bank lab provides the opportunity to practice customer service skills and day to day banking transactions, as well as supervisory role

Marketing and sales

Financial accounting

Personal financing, mortgage

Macro policies and monetary policies


Organization behavior and developments

Sep/2001 – Dec/2001 IBM Canada, Call Center Apprenticeship Training

Jan/1997 – Dec/1998 University of Karachi, Pakistan, M.A. Economics

Jun/1992 – July/1993 Petroman Computer Training Institute, Pakistan, Diploma in computer science


-Sales, services, compliance, banking, financials and management trainings in Rogers

-Multiple training in banking and project management, business analysis with financial management though MCB Bank limited

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