Kent Lai

• Supported transformation projects, including system upgrades, channel enablement, and digital tools. • Managed a portfolio of high-value clients including wholesale accounts and Hyperscalers. • Served as the primary point of contact for the Delivery teams’ escalations, and performance reviews. • Conducted business reviews with C-level stakeholders to align service delivery with business goals.

• Own the end-to-end delivery lifecycle of complex telecom services (e.g., TPIA, Dark Fiber, Wavelength). • Provided strategic guidance during sales cycles to align customer expectations and improve win rates. • Escalate and work with cross-functional teams on non-standard installs or service design exceptions. • Supported post-implementation reviews to drive continuous improvement in delivery processes.

• Oversee the technical implementation of telecom solutions (e.g., fiber, IP/MPLS, DIA, Ethernet). • Managed project timelines and communicated key milestones to align stakeholders’ expectations. • Ensure on-time and on-budget delivery of services per contractual SLAs. • Confirm all technical pre-requisites (LOAs, fibre paths, hardware availability) are in place for activation.

• Served as SME for the launch of Rogers Check-In Service, providing training and support to stakeholders. • Onboarded business clients to MyRogers platform, improving user experience. • Monitored wireless service performance, identifying areas for improvement and driving initiatives. • Led change management initiatives by designing and conducting training sessions and workshops.

• Acted as iPhone SME during the launch in Canada. • Provided expert consultation on wireless services, exceeding customer satisfaction and sales targets. • Educated customers on smartphones features, network coverage, and data usage best practices. • Supported retention efforts by resolving escalations and deactivation requests.