Customer Experience Operations Manager

MD SHANAWAZ CHOWDHURY

Mississauga, ON C: 437-***-**** *******@*****.*** www.linkedin.com/in/md-shanawaz-chowdhury-794a16188 Result-oriented leader with more than 12 years of Canadian experience in day-to-day Operations, Inventory and Customer experience. Effective liaison to key clients, accounts, and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations, and productivity across multiple business lines. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. KEY SKILLS

Technology: Microsoft Excel (Advance), Microsoft word (Advance), Microsoft PowerPoint (Advance), Basic SQL, Microsoft Visio, Formstack, Conexiom.

Telecommunication System: Avaya, Upstart, TCN, Bell ODCC. CRM: Salesforce, Microsoft dynamic 365, Oracle.

Data visualization and reporting platform: Power BI, Tableau Expense Management: Concur, Coupa

Field Service Management System: FSM

EHS System: Cority

Customer Survey Tools: Qualtrics

HRIS System: ADP, Workday, Dayforce

Fleet Management System: Holman

Inventory Management System: Amazon Web Service (AWS), AS400, Fishbowl. Communication Platform: Slack, MS TEAMS, Calendly, ZOOM, Google Meet, Asana. Organizational: Teamwork, Time management, Project management, Problem solving, Multitasking, People Management. KEY ACCOMPLISHMENTS

• Implemented new operational process and KPI model to increase productivity by 20%.

• Increased inventory stocks for new installs and Services by inventory reconciliation.

• Reduced Service calls by 20% through creating effective installation process.

• Documented and resolved inventory issue which led to reduce 10% cancelation rate for the installation.

• Supervised team of 23 staff members.

• Established and implemented warranty guideline for Inventory operation team to increase revenue. PROFESSIONAL EXPERIENCE

Reliance Home Comfort, Mississauga, ON 2024-

Operations Manager (Peel Regional HVAC Installation)

• Monitored and ensured the achievement of all monthly and quarterly KPIs, and participated in the measurement of monthly and quarterly P&L.

• Enhance customer experience to boost NPS and Google reviews. Track and measure scores and statistics monthly, quarterly, and annually.

• Measure, monitor, and drive the achievement of all operational metrics.

• Provide coaching and management to a team of technical professionals, optimizing their performance, engagement, and goal attainment.

• Collaborate with union representatives, HR, Fleet, H&S, Sales, Inventory, warehouse teams, and other stakeholders to continuously enhance team performance.

• Conduct regular reviews of cost, quality, safety, and productivity metrics to identify areas for improvement.

• Lead safety initiatives throughout the installation process to ensure adherence to Health & Safety standards and practices.

• Ensure team members complete tasks in compliance with TSSA and ESA code requirements.

• Assess and authorize invoices from vendors, team members and contractors. Provincial Smart Home Services, Etobicoke, ON 2023- 2024 Inventory Operations Manager

• Overseed Inventory, warehouse, and fleet operations team activities.

• Managed & evaluated inventory tracking system to record PO, deliveries, shipments, warehouse & technician stock levels.

• Analyzed daily product and supply levels to anticipate inventory problems and shortages for new installation.

• Managed schedules of employees, deliveries, and shipments to optimize operations.

• Developed business relationships with suppliers and all internal and external stakeholders.

• Implemented strategies to reduce costs and improve procedures of supply chain logistics.

• Report on inventory levels, supply chain progress, procedural efficiency to upper management.

• Manage the recruitment and training of new inventory, fleet, and warehouse employees.

• Involved in monthly P&L evaluation.

• Involved in Branch Health & Safety activities.

Wolseley Canada Inc, Burlington, ON 2022- 2023

Operations Manager

• Developed and maintained strategic Customer Solutions team KPI.

• Monitored Inventory backorders and communicated with vendors to validate pricing.

• Leveraged Analytics tools (e.g.: Tableau and Bell ODCC) to verify and improve productivity and Service quality.

• Worked on multiple projects to implement new technology (e.g.: Salesforce, Formstack and Conexiom).

• Established requirements, proposal, and ROI calculation to implement new technology.

• Responsible for data management, data analysis, and workflows creation and implementation.

• Involved in Branch Health & Safety activities.

• Managed a team of 23 members including 2 supervisors and 18 Fulltime and 3 Pat time Customer Solutions Consultants.

• Aided to mitigate internal and external escalations.

• Engaged with hiring, training, Coaching, termination, Creating SOPs, and people management.

• Participating annual physical inventory count.

Mattamy Asset Management, Toronto, ON 2022 - 2022

Operations Analyst

• Outlined and mapped daily operational processes.

• Participated in the onboarding of HVAC and Plumbing vendors.

• Analyzed existing processes to identify opportunities and address gaps.

• Contributed to the development of a pricing tool for the Install and Service teams.

• Collaborated with internal and external stakeholders to design, map, and test a new CRM system. Simply Green Home Services Inc., North York, ON 2019 – 2022 Inventory and Logistics Manager, 2021 – 2022

• Leading inventory planning, developed market strategy, and established direct procurement of products from vendors.

• Tracked Contractor equipment Stocks, Invoice, Inventory returns, Parts warranty, lost units, and Inventory reconciliation.

• Managed, trained, and motivated Dispatchers, Warehouse, and Inventory Coordinators to continuously improve knowledge and abilities in HVAC & Plumbing field.

• Implemented long-term growth initiatives by developing field operations and Inventory strategies.

• Preceding warranty process improvement initiatives to increase revenue.

• Maintained strong vendor connections, including arranging pricing, Budget, delivery structures, and managed shipment or paperwork concerns to decrease expenses and increase profit. Install Team Leader (Field Operation), 2019 – 2021

• Worked in matrix management environment with oversight of division level managers, operations, sales, Customer Service, finance, human resources, safety, and compliance.

• Managed subcontractors (Install & Service technicians) by assigning jobs, evaluated COC, invoices and track stock levels.

• Managed, and trained 15 Dispatch Coordinators to continuously improve knowledge,

• Created supporting tools to provide immediate & efficient service to customers and handled escalations.

• Assisted in recruiting, hiring, and training of team members.

• Delegated Service and Install work orders to employees, streamlining daily progress and efficiency. Just Energy Inc., Mississauga, ON 2013 – 2019

Planning and Dispatch Team Leader, 2016 – 2019

• Supervised a team of 5 HVAC & Plumbing dispatch coordinators.

• Maintained Contractors capacity, invoice for install and Service Work orders.

• Monitored all company inventory to ensure stock levels and databases were updated.

• Resolved problems, handled escalations, improved operations, and provided exceptional service.

• Verified vendors and contractors’ quotation, invoice, and approved payment.

• Worked on Amazon Product Shipment fulfillment.

Energy Advisor (Customer Service and Dispatch), 2014 – 2016

• Dispatched HVAC & Plumbing equipment/parts for service and installation Work orders.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Performed duties in accordance with applicable policies, and regulatory guidelines to promote safe working environment.

• Handled 60+ calls per day to address customer inquiries, concerns, and mitigated customer escalations. Operations Specialist (Contract), 2013 – 2014

• Developed spreadsheets in Microsoft Excel for daily, weekly, and monthly reports.

• Utilized Microsoft Word and other software tools to create documents and communications.

• Identified and resolved issues, optimized operations, and delivered exceptional service.

• Analyzed data to uncover opportunities and recommended process improvements. Metro Global Telecom Services Pvt. Ltd., Dhaka, Bangladesh 2011 – 2012 Radio Frequency Engineer

EDUCATION & LANGUAGE PROFICIENCY

Online Graduate Marketing Management Course

University Of the People Pasadena, California, USA, 2022 Bachelor Of Science: Electronics and Telecommunication Engineering North South University Bangladesh - Dhaka, Bangladesh, 2010

Language proficiency: English (Advance), Bengali (Fluent), Hindi (Limited proficiency)

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