Hassam Ur Rehman

Preparing, conducting and managing all client weekly/monthly/quarterly calls/meetings.
Sales handoff from Sales team and monitoring implementation with close coordination till clients Go Live.
Point person responsible for day to day handling of clients, escalations, business development etc
Using tools such as Sales Force, Jira, OTRS, Alfresco
documents and updates.
Managing client’s support and business development tickets
Responsible for client Account Receivable’s, invoices, renew expiring agreement.
Revenue forecasting, variance, invoice recon. Etc

Trainings, (Training & Development
Primarily responsible for all client trainings related to company domain, products and tools.
Create and manage customized learning solutions.
Analyzing L&D needs, addressing them by providing consultancy and corporate trainings.
Developed training programs and processes for foreign clients.
Responsible for designing, managing and conducting training process.
Participating in management activities and support to increase business portfolio by up selling products to
clients during trainings.
Trainings are provided to foreign partners where stakeholders include from middle management
CEO.

(Client Account Management)
Provide and demonstrate subject-matter expertise on all of i2c’s products, services, and processes.
Manage the setup/implementation of client program and maintain relationship life cycle.
Manage fiscal performance of client accounts.
Optimize client programs and manage for client profitability.
Provide prepaid industry and solution subject-matter expertise. Grow business with existing clients.
Manage reporting and metrics to measure performance against key performance indicators (KPIs).
Assist in developing card, call, and revenue forecasts.
Oversee all project stakeholders and coordinate the delivery of prepaid solutions to clients.
Organize project teams, assign individual responsibilities, and identify appropriate resources needed.
Pursue and support diverse initiatives as required by management.

for international Client Services and managed the assigned team to achieve the given targets.
Conducting training sessions with agents and providing guidance according to the parameters assigned by
the company as well as Customer Services skills.
Planned and led execution of different campaigns and department projects.
Handling floor operations like customer ticketing system, monitoring interdepartmental/Client’s emails and follow ups, agents profiling, traffic controlling, quality assurance etc.
Analysis and Interpretation of Visa and MasterCard regulations for transaction disputes and to make
independent decisions for the fulfillment of those regulations for the various types of dispute scenarios.
Responsible for filing and maintaining Chargeback’s (cardholder and Financial institutes) with the networks.
(Visa, MasterCard, Maestro etc)
Update the FI about the status of their disputes and recommend the options that are available to their
cardholders.

Customer Services)
Ensure delivery of excellence customer service through fast and accurate processing of customer request
and inquiries.
Use ticketing system and other software to enter and maintain relevant data.
Log, identify, analyze and resolve customer issues related to software products.
Continuously learn and update product knowledge to provide excellent customer experience.
Identify common issues and provide feedback for improvement to supervisor and relevant stakeholders.
Conduct trainings for describing the product to different international clients.
Preparing documentations and presentations for software application for all clients.

Customer Services)
Raise Donations for a Charity Based Organization in United States.
Make Pledges and send them directly to the head office in United States.
Following instructions of the Supervisors and QA managers.
Coordinating with fellow peers for maximum work output and growth of the company.