Ivan Nikolaev started his career as a telecom engineer at one of the largest PSTNs in Europe. Shortly after, he moved to Toronto where he joined Rogers Communications, the largest cable and wireless company in Canada. At Rogers, Ivan has held multiple roles in technical customer support, process improvement, network implementation, technology and engineering as well as product management. His breadth of experience has given Ivan a deep understanding of telecom customers and the opportunities in how their experiences can be improved. Today, Ivan is Director of Customer Experience Operations helping Rogers deliver on its ambitious customer experience improvement goals. Ivan's team is tasked with the management and continuous improvement of end to end customer experience. Ivan has a Master of Engineering and a Master of Business Administration from the University of Toronto.