Shahid Abbas

I bring a proven track record of developing and implementing strategies that drive value and enhance operational excellence.

In my previous roles, I have led and motivated a successful team in managing call center operations for both inbound and outbound services and sales. My role included being the escalation point for complex issues, ensuring a swift resolution while maintaining organizational standards and customer satisfaction. My problem-solving skills and commitment to excellence earned recognition from both clients and leadership.

Additionally, I positively contributed to the Issues Resolution Team, delivering training and support to employees, and consistently exceeding service benchmarks.

I am confident that my ability to analyze challenges, implement effective solutions with an awareness of risk, and foster team growth aligns with the objectives of the Family Responsibility Office. I would welcome the opportunity to bring my expertise to your team and contribute to achieving your business goals and serving Ontario. Please find my resume attached for your review.

I am available at your convenience for an interview or further discussion. Thank you for considering my application. I look forward to your response.

Sincerely,

Shahid Abbas

• Provide centralized inquiry and correspondence services by assessing client concerns including MPP’s, LLB’s and other stakeholder inquiries and providing technical direction to staff.
• Prepare routine and customized correspondence, emails, and statistical reports using Microsoft Office Suite and databases.
• Prioritize and organize high volume of tasks and activities while successfully meeting deadlines and delivering results.
• Review inquiries and triage to determine the resolution approach, including acknowledging, logging, and assigning escalations while adhering to ministry standards.
• Continue to identify the scope and nature of the escalation in relation to case management details, where the escalation is coming from, and choose the correct resolution path leading to the issue being resolved (which also means resolving myself if applicable). 
• Work with the Senior Issues Coordinators to respond to Ombudsman requests.
• Analyze inquiry statistics, emerging trends, and recurring complaints/concerns
• Daily reporting to SMES (SENIOR MANAGER ENFORCEMENT SERVICES on the ADM (ASSISTANT DUPTY MININSTER button and MPP inquires numbers.
• Contribute to the development of procedures, guidelines, and operational work processes.

Master of Business Administration (School of Business and Commerce)

Specialization: Management Information Systems