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Rajeev Singhai
Richmond BC., Canada | 778-875-3776
linkedin.com/in/rsinghai | rsinghai@hotmail.com
Motivated, dedicated, customer centric Management Professional
Enhance the customer experiences through effective problem solving and leadership and technical skills
PROFILE
15+ yearsexperience workingwithin fast-paced,quality-focused,client-drivenenvironment in world class corporations.
Deliver solid result by providing support to staff, partners, and customers. A strong personable communicator with a
demonstrated technical aptitude and attention to details who keeps the global view in sight while working with
customers, vendors and team even in difficult situations. Areas of expertise:
 Problem / Incident / Change Management
 Escalations Management
 Process Documentation
 Project Management
 Defining Key Performance Indicators (KPIs) and Score Cards
for a Customer Contact Center
 Coaching and Training in customer service
 Audit of interactions
SELECTED ACCOMPLISHMENTS
 2015 recipientof TELUS’ highestrecognitionof contributionone makestothe corporation’s performance
 1500 Bravo pointsby TELUS’s CustomerService managersand salesteamin2015. Duringthe tenure atTELUS
pointsawardedinexcessof 15000 points
 GiftedbyTELUS 200 shares in 2014 (representingalmost$10,000 CAD) forsettingup,trainingandmanaging
the offshore teamandthe creationof the QualityAssurance scorecardforcall centeragents
PROFESSIONAL EXPERIENCE
TELUS COMMUNICATIONS COMPANY 2006-JULY 2015
Manager Quality Assurance Coach at National Customer Service Center (2015)
Directly responsiblefor 13 agents plus 4 managerial supportstaff at TELUS International–Philippines (TIP). Including any Operational
duties, auditingof the billingsfor services rendered, approval of expenses and granting of overtime and additional costs if required
and system and tools integrity. Additionally, provided Quality Assurance support and coaching/training to 37 agents in Canada.
 Created and trained and managed a team of 13 agents in addition to managerial support staff in the with a
wholly owned subsidiary, “TELUS In the Philippines” (TIP)
 As Quality Assurance Coach created Quality Customer Experience (QCE) score card to audit agent-customer
interactions, and ensure a positive customer experience by coaching agents or adjusting documentation for
clarity on an ongoing basis
 Performed audits and investigations of agent interactions with customers and their trouble tickets
 Heldhighlevel meetingswithothermanagers,vendors,customersandsales team to gain clarity of process and
documentation
 Performedmanyothertaskonbehalf of OperationsManagerssuchas investigationonsensitive orcritical issues
as requested by high executives at TELUS and our customers
Escalations Manager – Escalations Management Team - EMT (2010-14)
Responsible for issues escalated by internal TELUS personnel and customers that were deemed as high priority to meet the Service
Level Agreement (SLA) and the expectation of the customer.
 Coordinated activities by exchanging information in a timely manner with the customer, downstream teams,
vendors and to restore services in a timely manner
 Escalated to executive levels as required as well as conducted investigations when requested by executives
 Documented and updated escalations and the outcomes accurately and in a timely manner
 Determined if the escalated incident required Problem Management
Customer Helpdesk Representative – Team Lead at the NCSC West (2005-09)
Offered assistance to customers by creating trouble reports or tickets in various systems such as Siebel’s Lynx, BCM Remedy, SIMS
and other reporting tools. When engaged, would help ClientService Managers and Sales team in advancing sales by clearing orders
that were not being completed properly in various sales ordering tools and data bases such as SOECS, FMS, CRIS and CSS.
 Answered and made calls and emails using Apropos Interaction Management Suite
 Performed incident management by contacting the test team or vendor for status and updating the customer
 Controlling the work flow by holding or suspending the trouble ticket as required
 As team lead performed escalations on critical issues and took requests for escalations by other agents
 Updating data bases, emails and trouble reports with correct and accurate information

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Rajeev Singhai
Richmond BC., Canada | 778-875-3776
linkedin.com/in/rsinghai | rsinghai@hotmail.com
RBC FINANCIAL GROUP (ROYAL BANK OF CANADA) 1995-2005
Network Communications Analyst at RBC’s head offices in Toronto – Senior Tier 2 on shift
Supported Canada’s largestfinancial group’s domestic and international operations by monitoring, trouble shooting and addressing
issues within the network and escalated any irregularities to proper service partners and peers. Performed upgrades to Servers,
Routers, Switches, Modems, Bank Machines and Applications.
 Acted as main communication hub with vendors, service partners, and field tech
 Acted as escalation managers when required
 Updated Change Management records and trouble tickets
 Updated the daily shift report with all notable events and changes
Assistant Production Controller/ Console Operator – Entry level Manager
Created daily, weekly, monthly and yearly reports on the business performance as well as balanced the general ledger from data
extracted from these reports to ensure integrity of the reports
 Usedmainframe andserverresourcesandapplicationstoexecutetasks forbankingbusiness such as JCL AS/400
jobs to generate financial reports and extracted relevant data for manual input into the general ledger
 Performed routine hardware maintenance and troubleshooting including vendor visit to perform repairs
 Printed reports and billing statements
EDUCATION
Bachelor of Arts in Political Science - minor in History, University of British Columbia (UBC) 1984
3 semesters towards Cisco Certified Network Associate certification, BC Institute of Technology (BCIT) 2003
PROFESSIONAL DEVELOPMENT
Leadershipand Health & Safety
 Lead Yourself First: Understanding of one’s ownleadership style and how tolead more 2015
effectively in one's organization, Justice Institute of British Columbia [JIBC]
 Building Your Communication Toolbox: The building blocks of mediating, negotiating or 2015
resolvinginterpersonal conflict, Justice Instituteof BritishColumbia[JIBC]
 Effective Positive Coaching 2012
 Basic FirstAid for the Workplace, St John’s Ambulance 2013
Technology
 ITIL Certification (Information Technology Infrastructure Library): Best practicesfor IT service 2014
management that focuses on aligning IT services with the evolving needs of business, Global Knowledge
 Extensive year long course in the field of computer operationsincluding the use of various 1989
programming languages, software, data base and hardware devices, Control Data Corp (CDC)
 Call centerenvironmentCourses,howtouse toolssuch as PowerPoint, Excel,andWebAnalytics