Tarik Sabir

  • Montreal QC

Work History

Work History
Jul 2006 - Present

Senior Technician - Technical Helpdesk - Bell TV

BellTv
  • Technical support agents I and Level II, Empowered the front line agents in the process improvement cycle by granting them a direct feed to the root cause 

  •  Take calls from customers last resort and managed the Learning from the Executive Escalations Program that drove significant reductions in top complaints drivers

  •  calls escalations in applying policies and procedures

  • monitoring and reminders to customers to ensure customer satisfaction

  •  Find issues need coaching to help team managers to better assist their agents in their skills and internal policies and procedures

  •  Related tasks: help desk back up, Floor Walker

  • Training continues listening with new agents

     

Jan 2009 - Jan 2009

Project coordinator bellTv

BellTv
  • Designed and built key reports 
  • Perform daily change of receivers and master the aperture ratios
  • Provide support in the floor acting as a resource person for employees
  • Training of the product and project
  • Presentation of Meeting with daily report
  • Ensures communication on the floor and answer the e-mail box General
  • Managed project teams to deliver project scope on-time and on-budget
  • Developed and implemented a set of comprehensive tracking processes to monitor the routing model performance and efficiency
Jan 2008 - Jan 2008

Director-Support floor Belltv

BellTv
  • Perform knowledge transfer to the local management team partners
  • Provide support in the floor acting as a resource person for employees
  • Escalation Management
  • With the help of partners, develop action plans to address the important and common problems (root cause analysis).
  • Oversaw and coached a team of 45 call center employees to ensure customer
    satisfaction goals were consistently met
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
  • Analyzed call volume and average call time to monitor Customer Service Representatives performance and productivity
Jan 2005 - Jan 2006

Cable installation technician

SystemX
  • Connection cable disconnect equipment
  • on 750,625,500,450
  •  Installation plate PMD, PDC and amplifiers, CS7 ...
  •  Taking measurements of signals
  •  Reading Plans
  •  execution of all related network operations tasks 
Jan 2003 - Jan 2003

Sales Representative

Azerty United Canada

Team work with supervisor

  • Generate statistical reports
  •  Promote the sale of products
  •  Development of new and existing customers
  •  Managing customer base given production
  •  spots office
Jan 2000 - Jan 2002

Administrative Technician

Howmet Casting

Preparation of technical procedures for the production

  •  Generate statistical reports
  •  Collaborated with production engineers
  •  Taking digital photos
  •  Collaborated with production engineers

  •  Management Plans aircraft production
  • Management of parts shipping
  •  spots office
Jan 1999 - Jan 2000

Computer Network

Micro stratégie
  • Installing PC computer park
  •  Configuration of computer equipment
  • Implementation of LAN connections
  • The PC terminal emulations
  • Ensuring the security of the network with antivirus
  • Trouble shooting PC and printers
  •  Assist users of the company

Education

Education
Aug 2014 - Mar 2015

project management diploma

McGill University

v     Comprehensive project management McGill University

Jan 2005 - Jan 2006

ASP

Ecole Polymecanique

Certirficate ASP

Jan 2006 - Jan 2006

professional diploma

Ecole Polymecanique

Electromechanical Diploma

Jan 1996 - Jan 1999

College diploma

C.P.A.V

Computer networking Diploma

Skills

Skills

Technical

Operating system: MS-DOS, Windows 7, Windows NT 4.0

Programming Languages: Dbase4.2, Clipper, Visual Basic 5.0

Database: Access

Office: Excel, Word, PowerPoint, Visio

Networks: Novell network, As/400.

Internet: IE, Netscape,

AREAS OF EXPERTISE AND SKILLS DEVELOPED

  Project management, building business case and implement a project management plan,Call center, customer support agents and individuals, Customer Service,Experience in administration and customer service, Installation of computer systems and networks,Experience in the computer technology field,Installing and managing computer machine park,Experience in cable,Autonomy,Analytical and syntheticese

communications

Languages: French, English, Arabic and Spanish