Safana Alibhai
Director, Global Service Desk @Long View Systems
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WORK HISTORY
Director, Global Service Desk @Long View Systems
Calgary, AB, CA
Responsible for supporting a 24x7 service desk, 140+ team members, 150+ client relationships across North America locations with the objective of meeting SLA requirements, improving the P&L, and providing positive client experiences-Supported the transition of 125+ team members to a work from home solution and back to a hybrid return to work model due to COVID-19, successfully sustaining operations and performance-Improved financial position by ~65% through team member efficiency, productivity, process, technology and automation improvements, while supporting ~40% growth of the Service Desk-Implementation of standardized processes for leaders, agents and supporting internal stakeholder groups to drive consistent and replicable behaviours; Scorecard, Quality Model, Onboarding (Training, Recruiting) implementation-Focus on reduction of customer escalations ~50% through strategic restructuring of the execution team to drive more effective support for clients ranging between 5 – 8K contacts per month and implementing a robust quality model-Identification of shift left opportunities to leverage agent skill sets more effectively and support client requirements into Tier 1 and Tier 2 support.
EDUCATION
Simon Fraser University
Bachelor
NAIT (Northern Alberta Institute of Technology)
Diploma
SKILLS
ABOUT SAFANA ALIBHAI
I am a seasoned, results-oriented business professional with strong leadership skills, and possess the breadth of experience and depth of knowledge needed to be successful in today’s highly competitive global business environment. My experience has allowed me to evolve into a well-rounded and highly effective leader. I am committed to deepening my knowledge and broadening my skills, and have been rewarded in the Telecom, IT Consulting and MSP arenas through progressively senior leadership roles in Client Operations, Inbound & Outbound Sales, Service Desk Operations, Customer Experience, Channel Management, Product Marketing and Vendor Services. My strong leadership aptitude is extensive and demonstrated by managing 600+ team members onshore and offshore and a 30M+ budget, while delivering best-in-class team member engagement levels.
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