Hassan Yousaf

HASSAN YOUSAF House no. 382, Street no. 19, Ghouri town, Phase-I, Khanna East, Islamabad Cell # - - Residence no:- OBJECTIVE To work in enterprising, growing and challenging environment, utilizing my professional skills in order to meet objectives of the organization. WORK EXPERIENCE​ (1)- Organization ​ S&P Global Market Intelligence (Previously SNL Pakistan) Type ​ Corporate & Financial Information Management Company Designation​ Senior Data Researcher Tenure January 2015 – March 2018 Description​: • Reviewing corporate data publications for relevant industry information. Tracking, amassing and documenting comprehensive information in a proprietary database according to in-house guidelines and standards. Coordinating with team members in global offices for effective work flow management. Providing input for product enhancements, targeting opportunities to refine procedures and processes. Participating in regular development/training opportunities related to various process disciplines & initiatives in order to become familiar with Business Process Management concepts, practices, and procedures. (2)-Paktelecom Mobile Limited (U-Fone) (April-2012 till January-2015): Worked as “Customer Service Executive” in U-Fone since 2012. Major responsibilities of the position are as follows: Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Key Accomplishments: Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Team handling in the absence of Team leader and to ensure that performance is up to the mark. Provide guidance, instruction, and direction, to team for the purpose of achieving key results / group of aligned results. Responsibility for team building and ensuring teamwork. Training of new agents and acquaint them with system handling. (3)-ZONG China Mobile Pakistan (CMPak) (February-2010 till March-2012): Worked as “Customer Services Officer” in ​ZONG ​China Mobile Pakistan (CMPak) for a period of two years. Major assignments fulfilled and my key accomplishments during the job were as follows: Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in a given week and consistently met performance benchmarks in all areas (speed, accuracy & volume). Became the lead "go-to" person for new representatives and particularly challenging calls as one of the company’s primary mentors/trainers. Team handling in the absence of Team leader and to ensure that performance is up to the mark. Provide guidance, instruction and direction to team for the purpose of achieving key results or group of aligned results. Responsibility for team building and ensuring team-work. Training of new agents and acquaint them with system handling. PROFESSIONAL TRAINING 11/2012-12/2012, Customer Service Skills Training in U-Fone & ZONG: Completed 8-hour modules of customer service training. Topics included how to: Greet transfer and hold calls. Build rapport, listen, clarify and manage conversational flow. Manage upset customers, conflicts and challenging situations. Deliver outstanding service, exceed expectations and build long-term loyalty. ● Work in teams and in a self-directed environment. ACADEMIC QUALIFICATIONS ● B.Com: ​- Subjects: ​Accounting, Economics, Business Mathematics/Statistics, and Banking. Institution:​ Islamabad College of Management & Commerce I.Com: ​ - Subjects: ​Business Mathematics/Statistics, Accounting, Economics, & Commerce Institution: ​ Punjab College of Commerce. Matriculation:​ - Subjects: ​Physics, Chemistry & Biology Institution:​ Islamabad College for Boys SKILLS Skill Name Skill Level Experience Customer Service Expert 3 years Call Center Service Operations Expert 3 years Complaint Handling/Dispute Resolution Expert 3 years Sales Lead Generation Expert 3 years Data Entry/Records Management Expert 3 years Multiline Phone Use Expert 3 years MS Word, Excel and Access LANGUAGES: Intermediate 5 years Well proficient in speaking, reading, writing English & Urdu. PHYSICAL ACTIVITIES AND COURSES Aquatics: Fitness Swimming, Master Swim. Team sports : Cricket, Football Fitness activities : Stretch and relaxation techniques, Strength fitness, Flexibility Precautions for injuries and training for cricket performance. ACHIEVEMENTS A-level Pakistan National Cricket: Was awarded the title of “Best fast bowler”. Member of the under-19 cricket at regional level (National) Won 2 gold medals of inter college tournament. Representing my companies in corporate tournaments PERSONAL PROFILE Name: Hassan Yousaf Father’s Name: Yousaf Rashid CNIC No.: - Nationality: Pakistani Domicile: Punjab Date of Birth: 27​th​ December, 1986 REFERENCES Shall be furnished on request.