Hammad Ul Hassan

Seasoned executive with a focus on linking strategy with operations delivering bottom-line results. A strategic leader with progressive career, having wide experience of Business and Consumer Customer Operations, Strategy Planning, Digital Transformation, Sales Operations & Distribution, Service Delivery, Media Management, Social Media Operations, Service Quality and Training with prestigious organizations at management level. 

• Business Partner customer experience management of High Value/Mass and Retailer segment
• Automaton/Digitalization across customer touchpoints and enhance digital channels usability and visibility
• Project Management, reporting & analysis, performance optimization, RPA, CX/UX testing and reflection capturing
• Defining and Implementation of Performance Scoring Module, KPIs, VOC & NPS
• Assessment and monitoring of vendor operations, performance administration, ensuring contractual compliance by tracking and managing performance against agreed Service Level Agreements
•  Social Media channel management and enablement, footprint enrichment and mapping customer journeys
• Ensuring customer satisfaction & consistent delivery across channels & improve customer experience
• Data Analytics & developing methodologies to ensure state of the art support services 
• Managing business expectations & maintain a healthy relationship with all stakeholders

Customer life cycle management functions, data analysis & evaluation, credit monitoring & operations, customer base management & segmentation. Main expertise include 

• Monitoring financial indicators
• ARPU enhancement
• Collection & recoveries
• Bad debt & write-off management
• Optimizing accounts receivables
• Increase cash inflow
• Debt reconciliations
• Analysis & reporting
• Operational audits
• Fraud detection
•  Internal control
• Regulatory compliance