Muhammad Hasan Shehroz
Support & Business Analyst | Customer Success Delivery | Sales & Customer Support
As a skilled IT professional, I bring expertise in both project management and business analysis. With
extensive experience in the software industry and a proven track record of delivering projects on time, and
to the highest standards of quality, I can help you achieve your goals by identifying and addressing unique
client needs.
TOOLS, METHODOLOGIES & SOFTWARE EXPOSURE
Tools:
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Jira, Confluence, Gorgias, Teamwork, Trello, Asana, RingCentral
Google Suite, Slack, Office 365 (Excel, PowerPoint, Word, Teams, Power Automate)
Moqups, Miro, Lucidchart, SmartDraw
Education:
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Masters in Computer Science, University of Karachi -)
Bachelor in Physics, University of Karachi -)
Other:
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SQL for Data Science (In Progress)
Google Project Management: Professional Certificate (In Progress)
PROFESSIONAL EXPERIENCE
Global E-Comm Services (Pvt) Ltd. (Jan 2022 – Present)
Software Business Analyst
Summary: At Global E-Comm which is part of Travelport, a worldwide travel retail platform with $2.5 billion in annual
revenues, I serve as a Business Analyst for Agile projects.
Projects:
i.
A financial accounting system for Travel Agencies having the capability to interface with the Global Distribution
System.
ii.
A B2B travel app that facilitates travel agencies in creating personalized, white-labeled ticket purchasing
applications. The app seamlessly integrates with airline APIs and incorporates our own APIs to ensure an
efficient and user-friendly experience.
Responsibilities:
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Creating project plans, maintaining relationships with stakeholders, managing tasks and project budget,
resources, and timelines
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Using project management tools and methodologies such as Agile, Waterfall, Scrum, and Kanban to manage
projects and ensure project goals are met
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Analyzing and eliciting requirements, es tablishing project scope, and writing user stories and acceptance
criteria to effectively capture project goals and objectives
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Building process models such as activity diagrams, wireframes, process flow diagrams, and product roadmap
Lime Software Logics (Pvt) Ltd. (Sept 2015 – Jan 2022)
Business Analyst
Summary: At Lime Software Logics, which is a midsized IT services company, I played a crucial role in implementing
customer support software modules for web applications using Agile methodology, writing User Stories, creating
Screen Mockups, and identifying Business Process Flows through Use Cases.
Responsibilities:
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Built and maintained relationships with stakeholders and team members for successful project delivery
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Assisted in defining project scope and objectives, involving all relevant stakeholders and ensuring technical
feasibility
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Managed project teams, assigning tasks and responsibilities, and providing leadership and guidance to
ensure project goals are achieved
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Expertly identified requirements, created screen mockups, wrote user stories, and developed business
process flows
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Collaborated with QA teams to identify and resolve errors during both the development and final product
stages
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Consistently delivered projects on-time and strategically planned to optimize results & managed
communications between all stakeholders
Customer Success Delivery
As a highly skilled Customer Success professional, I have established & maintained Long Term CustomerRelationships, managed their Expectations, and Delivered great Customer Experiences!
Responsibilities:
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Client-Facing Role and Account Management
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Managing Customer Journeys, and identifying areas for improvement to create ach ievable Goals
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Providing Live Chat and Email Support to ensure customers are set up for Success
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Mentoring Junior Resources, and Ensuring Successful Project Completion
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Coordinating Projects, Assigning Tasks, and preparing comprehensive Guides/FAQs
Sales and Customer Support Agent
As a Sales and Service Agent, my responsibilities included driving sales and ensuring that clients received the highest
level of service
Responsibilities:
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Provided top-notch customer service and support by assisting clients with inquiries and resolving issues
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Assisted clients with product information and closing sales
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Ensured quality through test case execution
