Resume of Hassan Farooq Sian



Hassan Farooq

Apartment # 102, Mujjarah Park, Sharjah, UAE

Mobile: +971 55 5968484,

Email ID: hassanfarooqsian@

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Professional Summary

• Over 10 year’s successful experience of banking & telecom comprising of expertise in Sales, Customer Service, Backend Support, Workforce Management with recognized strengths in customer facilitation & retention, contact center operations, problem-solving, trouble-shooting, sales staff support, sales-coordination, planning/implementing proactive procedures, and systems to avoid problems in the first place.

• Excellent working knowledge of different network systems front & back end i.e TABS-6, TABS-7, and Web based CRM Siebel, Oracle & MINSAT.

• Conducted product UATs with marketing department and successfully launched more than 20 new prepaid/postpaid services in telecom business. (Warid Telecom known as Jazz Pakistan)

• Lead first official testing before launch of 3G & 4G services of Zong-CM Pak.

• Vendor Management.

• Conducted various hiring drills.

Workforce Management & Real Time Analyst at Emirates NBD, Dubai, United Arab Emirates.

(Aug 2017 till Present)

Workforce Management Responsibilities

• Works closely with management to define and adhere to business rules and incorporate same into the schedules.

• Develop resource plans matching forecasted business needs with available and required workforce

plans for workforce load variances

• Assisting to manager by provision of reports to be used in capacity planning, forecasting, headcount & hiring / training needs.

• Schedule workforce activities on an annual, monthly, weekly and daily basis to cover a 24/7 operation plan.

• Making of daily, weekly, monthly and annual CCO statistical reporting to assist in operational decision making and resource planning.

• Makes recommendations for improving the use of tracking tools i.e. how can systems be interfaced in order to improve reporting & efficiency of reporting.

• Linking KPIs and Metrics with customer expectations and satisfactions, and with Contact Center Strategies and Objectives to meet service and operation level agreements

• Responsible for analyzing historical contact centre call performance data and adjusting staffing resource.

• Publishing & projecting different ad-hoc reports required by the management on Hourly/ daily/weekly/monthly basis.

Real Time Responsibilities.

• Monitor Real-time Queue

• Manage Real Time Adherence

• Understand the business stakeholder requirements on operational SLA’s

• Perform business analytics to identify the special trends and causes

• Manage FTE requirements on a multi-skill environment

• Manage Service Level, Abandon Rate, Occupancy and Utilization

• Manage Intra-day Escalations/Downtime, Attendance/Leave Management

• Publish BAU reports accurately and within TAT

• Monitor agents, ensure adherence to schedules, improve staffing balance & manage overall operational performance on real-time basis

• MIS & analytics

• Managed 200+ FTE across 6 Departments

Personal Banking Advisor Mass, Private& Priority Segments at Emirates NBD, Dubai, United Arab Emirates.

(Oct 2014 till August 2017)

• Working in banking customer service & central banking operations with expertise to handle high-end customers for their all queries related to personal as well as corporate banking profiles.

• Contributing with high numbers of sales stats with operational support by upselling and cross selling of financial products i.e Loans, Cards, DAC, IPP & INSURANCE products to existing & new customer of Emirates NBD.

• Working in a capacity of lean coordinator of the team for extended support and achieving targets of team in absence of Team Lead or as required for operational excellence.

Senior Team Lead/Manager Customer Services Operations at ZONG CMPak, Pakistan

(April 2012 till Oct 2014)

• Responsible for the team to achieve all targets/KPI’s set by the department. Take accurate measures to meet assigned targets and tasks.

• Explain team their objectives and contribute to manage team objectives through teamwork. Maintain high motivational level and moral of the team by regular team meetings and motivational exercises. Develop a culture with the team, aligned with the overall culture of the Customer Services and Organization.

• Ensure high competency & skills level of the staff. Organize team to deliver the right solution at the right time, in the right way with the right quality nurture customer relations and uncover opportunities for additional customer support.    

• Meeting departmental objectives, including answered call targets, and meeting service level. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.

Job Rotation - Commercial & Marketing Division at ZONG-CMPak, Pakistan

(March 2014 till April 2014)

• Lead first official testing before launch of 3G services of Zong.

• Coordinated with Vendors (Huawei & ZTE) to root out all the bugs & issues to ensure smooth data services / readiness for commercial launch of 3G.

Executive Subscriber Management at Warid Telecom Pakistan

(March 2011 till April 2012)

• To handle customer complaints/financial activities of assigned queues within defined KPIs according to agreed process.

• To analyze sale return cases for reason & maintain an accurate log of nationwide churn activity. Take ownership and ensure resolution of customer complaints

• To analyze root cause of charging complaints and timely escalate them to the concerned department for rectification.

• To efficiently and effectively coordinate with front end and backend teams to handle customer financial activities/complaints within turnaround time.

• To do daily audit of activities performed by user login and rectify any errors found.

• To coordinate with business center, franchise coordinators and finance for refund processing of Customers.

• To handle scratch card blocking activity & investigate disputes raised by logistics & CS channels. To maintain an accurate log of blocking activity & present to management the reasons & financial impact of these requests.

Customer Services Officer at Contact Centre of Warid Telecom Pakistan

(May 2008 to March 2011)

• Worked in inbound & outbound operations with expertise to handle high end customers

• Worked on 5 different projects nationwide during 2009-2010 including MNP retention, Cellular Complaints Feedback, Business Centers/Franchise Feedback, GPRS activation, PEPSI Aquafina.

Training & Development

• Stress Management: Training includes material about causes of stress and its

• Efficient management

• Lean Six Sigma: Training material included basics and Practical implantation of Six

• Sigma

• Customer Experience Management Training material have ingredients of

• Customer Centric approach and its impacts

• High performance Leadership: Training was about Leadership development and

• Its impact

• Leaders for Tomorrow: Training was about Skill set required for Leadership.

• Culture of Excellence: Training was about how excellent services can be provided

• Without adding on any further job responsibilities

• 3G/4G Awareness: Introduction to 3G/4G, benefits, challenges, future of the

• Technology in Pakistan, and where does the technology stand in the global market

Technical & Personal Skills

• MS Office, Microsoft PowerPoint.

• TABS-6: Worked on TABS (Telecom Administration and Billing System) version: 6

• TABS-7: Take lead role in performing UATs (User Acceptance Test) of all Billing and CS modules before live of TABS version 7. Also take major part in getting system live from TABS6 to TABS7. Performed reconciliations of Financial Payments after TABS 7 live.

• MINSAT: Intelligent Networks, worked on MINSAT user interface provided by Ericsson to perform prepaid related financial activities.

• Blue Pumpkin – Workforce management software for upload schedules.

• Web base CRM (Oracle & Siebel)

• Excel reporting.

• Negotiation & Problem solving skills.

• Flair of presenting new idea

Qualification

2009 Master of business Administration

COMSTAS, Lahore, Pakistan

2005 Bachelors in Commerce

University of the Punjab, Lahore

2003 Intermediate In Science

D.P.S & Intermediate College, Model Town, Lahore

Personal Details

Father's Name Farooq Ahmad

Date of Birth 24-08-1984

Religion Islam

Marital Status Married

Driving License Valid UAE Driving License

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