Hafiz Ali Ghous فخري

- Solution Architect BSS, CRM Digital Stack (CRM, POS & Order Management) & Solution Delivery Team

- 10 years’ experience in Telecom / ICT; mainly in Technology Planning, Product Development, Project Management, Business / System Analysis, Enterprise Solution Architecture, Strategy and Business Transformation, Vendor Management, Implementations, Integrations, Rollouts, CAPEX / OPEX & BP Formulation, Disaster Recovery, Technology Digital Transformation & Consolidation and Business Continuity Planning, in Pakistan’s Leading Telecom.

- Managing / have managed following Portfolios for Mobilink GSM, a VimpleCom OpCo in Technology BSS & CEM functions as Manager BSS & Digital:
• Customer Relationship Management (CRM)
• Ericsson BSS Digital Stack
• Sales & Retail Management ( Point of Sale - POS, Supply Chain Management)
• Order Management & Integration with Financial Channels
• Inventory & Warehouse Management
• Product & Market Analytics • Customer Experience Management (CEM)
• Customer Value Management
• B2B, B2C & OMNI Channel Commerce
• Digitization, IOT & M2M
• Contextual Marketing & Business Analytics,
• Customer Net Promotor Score (NPS)
• Lead & Campaign Management, Customer Segmentation & Brand Insights

- Expertise include in the following Technology BSS, OSS, Digital & CEM functions:
• Enterprise Project Management, Rollouts & Deployments (Nationwide & Global)
• Siebel CRM Techno Functional Consultant (Sales, Service & Marketing)
• BI Reporting / Analytics, BTL Campaigns
• Designing Cloud based Customer Experience
• Requirements Elicitation & Management
• Data & Delta Migrations, ELT/ETL Design
• CRM & Middleware Product Design, Development & Promotion
• GAP Analysis & Devising TO BE Architecture
• Vendor Assessment, Evaluation, TCO & Contract Management
• Team Management (Onsite & Virtual) • Planning UAT, SIT & PT, Test Scenarios Development & Execution
• CRM / Telco Business Analyst (Design & Development)
• BSS Enterprise System / Solution Architecture Design, Middleware, SDP & SOA Design Patterns
• Change & Configuration Management
• Business / Technology Process Re-engineering
• Business Case, RFP / SOW Preparation & Proposal Evaluation
• End / Power User Trainings, Knowledge Management & Transfer
• TM Forum Frameworks (eTOM, SID, TAM, Agile Business & IT, Customer Centricity and Integration)

- Projects
• BSS Solution Architect for integrating / enabling Mobilink Customer & OM Touch Points to Warid 11M base.
• BVS Single Device Solution Rollout for Warid and Mobilink Sales & Customer Care Channels (Business Centers, Franchisee and Retailers).
• Postpaid New Sales Enhancement Automation Process.
• Mobilink ‘Choose Your Number’ BSS Solution.

- Solution Architect, Customer Relationship & Experience Management (CRM & CEM)
- Siebel CRM 8.1 Version Upgrade
- Hybris SAP Ecommerce Suite eCare Portal
- Customer Closed Feedback Loop (CFL) NPS & Loyalty Solutions (Cloud based)
- PTA Biometric Re-verification Launch
- CRM Application Management Enhancements & RFCs

- Lead Management System
- Data Convergence & 3G Model
- Control / Hybrid Products Model
- CRM Integration with IN

- Siebel CRM 7.8 Implementation
- RAID FMS (Fraud Management System)
- IBM Rational Testing Suite

Joined HCO (Human Capital Optimization) team - a product (Decision Support System) of
The Optime Group, USA \[http://www.theoptimegroup.com/human_cap.html\] in Analytics team. This opportunity enabled me to get hands on experience with Microsoft Technologies, DUNDAS Charting Techniques and learn fundamentals of Software Product Development &Testing Life Cycle. Also, I was part of Process Engineering Group at SSI.

Technologies:
- Microsoft Visual Studio, VB.NET, C#, JAVA. SSIS.

Worked as IT Consultant and IS Developer for World Wide Fund for Nature (WWF-Pakistan - MS intern). Also developed Resume Management System (RMS) for WWF-Pakistan \[http://www.wwfpak.org/jobs/\].

Conducted workshops on different concepts of Project Management and familiarized students with state-of-the-art computer tools to assist them in managing their professional projects effectively.

Hired for the development of finance application (Kintex Business Solutions). Job involved requirements analysis, design, application development and implementation