Quality Assurance Service Delivery

Raul Lakhram

Edmonton, Alberta, Canada

905-***-**** ****.*******@*****.***

www.linkedin.com/in/raul-lakhram

Professional Summary

Accomplished CX leader with broad expertise in sales, operations, workforce strategy, quality

management, and financial performance. Demonstrated success in strategic leadership,

improving customer satisfaction, elevating employee engagement, and driving business growth

through high-performing teams and optimized service delivery.

Key Skills

• Contact Center Operations

• Customer Experience Strategy

• Performance Management

• Team Leadership & Coaching

• Workforce Management (WFM)

• Service Delivery Optimization

• Quality Assurance

• Change/Project/Retail Management

• Data & Process Analysis

Professional Experience

City of Edmonton

Operations Manager – 311 & Customer Access Sept 2021 – Present

• Lead team culture and staff performance through coaching, career development, and

conflict resolution

• Drive alignment with corporate strategies to achieve performance in customer

satisfaction, employee engagement, and cost-efficiency

• Manage workload forecasting and service delivery plans

• Develop quality assurance processes and lead continuous improvement initiatives

• Foster cross-functional partnerships to improve service outcomes and operational synergy

• Provide leadership on strategic projects and implement change management strategies

Rogers Communications

Senior Workforce Analyst – National Command Centre May 2018 – Sept 2021

• Reported on service levels and real-time performance, driving adjustments to optimize

customer experience

• Created and executed call routing solutions and communication plans

• Collaborated with senior leaders to assess business trends and recommend service

improvements

• Supported system compliance and process redesign initiatives

ClaimsPro LP

Claims Service Representative Mar 2021 – Aug 2021

• Managed customer claims process and documentation within regulatory frameworks

UPS

Operations Supervisor Sept 2020 – Mar 2021

• Supervised package handlers, emphasizing safety compliance, training, and continuous

improvement

• Led scheduling, productivity, and morale initiatives in a high-volume environment

ADT

Team Manager – Data Provisioning & Billing Oct 2017 – Apr 2018

• Coached and developed staff to meet performance targets

• Handled HR-related functions including recruitment, discipline, and team support

• Provided reporting and quality feedback to team members

Match Marketing Group

Assistant Retail Sales Manager Apr 2017 – Oct 2017

• Supervised retail staff, maintained customer relations, and managed inventory reporting

Cable & Wireless Communications (FLOW/LIME)

Retail Sales Manager Apr 2015 – Dec 2016

• Grew mobile and broadband sales through in-store promotions and community

engagement

• Maintained a customer-focused retail environment and manage Customer Experience.

Bell Canada

Site Director Jul 2011 – Apr 2015

• Led multiple teams across inbound, outbound, and digital service channels

• Delivered training, conducted coaching, and executed strategic hiring and performance

reviews

Bell Canada

Team Manager / Trainer Oct 2008 – Jul 2011

• Coached, developed, and train staff to meet performance targets

• Handled HR-related functions including recruitment, discipline, and team support

• Provided reporting and quality feedback to team members

Bell Canada

Customer Service Representative / Helpdesk May 2008 – Oct 2008

iRobot

Quality Assurance Analyst Feb 2008 – May 2008

• Monitored and scored agent calls, provided quality feedback, and conducted coaching

sessions

Education

Arthur Lok Jack Global School of Business, UWI

Master of Business Administration (MBA) – April 2011

University of the West Indies – St. Augustine Campus

Certificate in Supervisory Management – 2008

University of Guyana

Bachelor of Science: Biology (Major) Chemistry (Minor) – 2002

Certifications

• Six Sigma Black Belt

• Project Management

• Workforce Management

• Effective Vendor Management

• Optimizing Contact Center Quality – ICMI

• Effective Contact Center Management – ICMI

• Mastering Contact Center Financials – ICMI

Languages

• English – Full Professional Proficiency

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