Umar Nasir

Project Manager - Service Improvement @Rogers Communications

In my role as a Project Manager - Service Improvement at Rogers Communications, I led continuous improvement initiatives for tools, systems, and digital processes. By analyzing existing processes and executing improvement activities- I achieved a 30% reduction in operational costs and enhanced customer experience.I am leading a program to overhaul our field services that will create a clear future vision for success. By looking across our organization\'s resources and designing how it works, in order to improve the employees\' experience, and then indirectly improve the user\'s experience- Launched Rogers EnRoute notification service that gives customers real-time information about where their service technician is. Call volumes for this topic have reduced by 10% resulting in 700k in yearly savings- Streamlined the pre-site inspection process for field service through automation, achieving annual savings of $900K and a 40% improvement in calendar availability. This initiative reduced inspection time per site by 50%, increased the number of inspections completed weekly by 30%, and enhanced data accuracy by 25%- Oversee improvement of the customer & employee experience measured through various business KPI’s. Leveraging customer journeys, Enterprise Service design principles, lean six sigma, and financial modeling to identify intentional interaction and transaction opportunities about new and existing business wireless products and services- Deliver cross-functional initiatives and strategic direction by representing Operations, product evolution initiatives & participated in all project\'s phases, implementing improvements or changes, and delivering key change activities- Provide strategic business direction and key recommendations to executive leadership, focusing on improving operational efficiency and customer experience and offering a strategic resolution of reoccurring issues and process gaps.