Turaj has over 20 years of experience as a customer care consultant specializing in project management, benchmarking and re-engineering.
Prior to establishing PAG, Turaj was a senior benchmarking consultant with Bell Canada, the largest Canadian Telecommunication company, managing many contact centre improvement initiatives, including operations, customer satisfaction and economics. Turaj has an extensive understanding of the relationship between various departments and their impact in the overall company operation complemented with full understanding of business processes as well as financial concepts. This knowledge combined with skills such as contact centre business analysis, problem solving and team facilitation have resulted in a solid record in leading improvement teams and project management in achieving the required goals. Turaj has a Master of Engineering degree from McGill University and an MBA from McMaster University. He also lectures on the subjects of Customer Service and Contact Centre Management at Seneca College.
Examples of his work include benchmarking studies (contact centres, sales force, and maintenance), process optimization, developing business models and business analysis. He has also designed and facilitated numerous workshops and training on customer care related issues. His facilitation skills and teamwork approach as well as his analytical skills and ability to maintain focus on the outcome have contributed to his success in project management.
While he has proven expertise in all aspects of process improvement, his focus is on managing the human side of process improvement initiatives, particularly in the areas of business with direct customer contact such as customer care and/or sales. His ability to balance customer focus and business imperatives while leading change has been a key success factor.
Turaj brings a total business view to any initiative, ensuring alignment between needs of customers, employees and organization.
You can reach him at (416) 801-2447 or via email at firstname.lastname@example.org.