Arsi Ahmed

Experience

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  Chase

  Aug 2008 - Mar 2010

  Customer Relations
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  Rogers Communications

  Mar 2010 - Jul 2019

  - Develop a team culture of high engagement, inspiring team members to continuously improve, developing top talent and fostering a positive environment for all employees.- Gather and analyze multiple data points and observation to identify trends for improvement for the team and the individual team members. Ensuring all resources are being used effectively.- Conduct regular coaching sessions with all team members utilizing personalized coaching plans, consistent observations and excellent follow-up to ensure strong ROI on time investment.- Initiate performance management steps to quickly address and resolve gaps in conduct or performance adapting activity to recognize tenure and unique considerations.- Act as a change leader for organization, supporting staff during times of transition to ensure strong buy in.- Lead and/or participate in centre initiatives that drive centre's key business indicators and employee engagement.- Identify drivers behind negative customer experiences, call volume, churn or loss of revenue. Collaborate with cross functional teams to drive solutions into the business.- Manage multiple priorities and responsibilities, effectively organizing day to ensure all deliverables are met.- Provide ad hoc support to all staff including approvals, escalations and technical support. When required act as the point of contact for all issues including but not limited to medical, security or facility issues.- Manage their team's revenue impacts, up to 6 million dollars annually- Facilitate group discussion or conduct training as required.- Manage employee schedules, vacation and timekeeper entries- Manage shift adherence/compliance Show less - Demonstrate a passion to connect and build rapport with a variety of customers and their changing needs- Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, and additional line sales- Assist customers with their inquiries (including billing inquiries, contract / plan information, processing bill payments, cancellations)- Take accountability to solve issues from beginning to end- Provide world-class customer service during every customer interaction- Collect relevant information to address the customer's issue, and identify and develop a practical resolution- Find customer answers quickly and accurately while using multiple resources- Provide first level technical troubleshooting for all devices (i.e. Changing the voicemail number, replacing or inserting the SIM card/ Memory Cards, etc.). Show less

  • Retail Store Manager

    Mar 2014 - Jul 2019

  • Team Manager Customer Relations

    Apr 2013 - May 2014

  • Customer Relations Representative/Leader of Tomorrow

    Mar 2010 - Apr 2013
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  President's Choice Financial

  Jul 2019 - Jan 2021

  - Ensure the teams and locations under your management are consistently delivering a high quality experience in every customer interaction.You are expected to work to ensure that services delivered in store are consistent with the PC Financial brand, and results in very high levels of customer satisfaction- Obtain monthly objectives for each store and lead teams to meet sales and profit targets- Align district with annual company and sales objectives by driving the company’s mission, vision and values- Recruit, train, and create succession planning for top talent within the district ensuring optimal talent in stores at all times- Ensure operational objectives are met as per company standards- Ensure that all store compliance requirements are met, proactively identifying areas for improvement in processes and systems- Address customer issues when required, ensuring that all customer escalations are resolved in a timely fashion with positive outcomes- Participate in weekly meetings or calls as scheduled- Conduct daily coaching (in person or phone) with Pavilion lite representatives, and complete weekly coaching logs- Create efficient staff schedules based on availability and store demand, and ensure that schedules are met- Lead by example by being a Health and Safety champion in the workplace- Liaise with Home Office on other duties as assigned by Senior Leadership- Develop excellent working relationships with their District Manager peers across Canada, and actively participate in quarterly District Manager meetings held at head office- Regularly meet with their store managers, owners, franchise and district manager at Loblaws, and creates strong working relationships with those teams.- Foster a positive working relationship between The Pavilion and Pavilion lite staff and the Loblaw store employees Show less Responsible for working with our 3rd party sales agencies to ensure operational excellence, achieving sales and profitability targets. - Optimizing customer engagements ensuring best in class customer service- Driving operational excellence, ensuring all compliance controls and processes are successfully executed. - In addition to working closely with the 3rd party sales reps and managers, the regional field manager will be the primary relationship manager with Loblaws and Shoppers Drug Mart stores managers in their region.Primary Responsibilities:- Manage regional KPI’s on compliance, sales, schedule adherence for 3rd party sales agencies- Work closely with agency field management to monitor and develop action plans for KPI’s- Key contact for store relationships with Manager, Asst Manager & Front-end Manager on program- Execute Rep Mystery shopping & tracking- Execute in field training of 3rd party agencies- Manage agency SOP (standard operating procedures) adherence- Regularly meet with store and district manager counterparts at 3rd party sales agencies, Loblaws, Shoppers Drug Mart- Foster a positive working relationship between 3rd party agency sales representatives and LCL/SDM store employees- Execute marketing promotions with vendors in region. Show less

  • District Manager

    May 2020 - Jan 2021

  • Field Specialist

    Jul 2019 - May 2020
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  SMG Enterprises Ltd.

  Jan 2021 - Feb 2024

  Trainer

  Safety Operator trainer for - CB Forklifts- Rough Terrain Forklifts - MEWPs (Scissor lift and Boom lift)

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  PrimeTime Security Ltd.

  Feb 2021 - Feb 2024

  Director