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تم إلغاء حظر المستخدم بنجاح
Hassam Ur Rehman, Sr. Account Manager

Hassam Ur Rehman

Sr. Account Manager·i2c Pakistan

باكستان

ماجستير, Business Administration

الخبرة العملية

مجموع سنوات الخبرة: 13 سنوات, 3 أشهر

Sr. Account Manager

مايو 2016 - يناير 2019

i2c Pakistan

لاهور، باكستان

مايو 2016 - يناير 2019

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

مجال الشركة:
تطوير البرمجيات
الدور الوظيفي:
الإدارة

Manager Client Trainings

مايو 2015 - أبريل 2016

i2c Pakistan

لاهور، باكستان

مايو 2015 - أبريل 2016

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.

مجال الشركة:
تطوير البرمجيات
الدور الوظيفي:
الإدارة

Account Manager

يناير 2012 - أبريل 2015

i2c Pakistan

لاهور، باكستان

يناير 2012 - أبريل 2015

(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.

مجال الشركة:
تطوير البرمجيات
الدور الوظيفي:
الإدارة

Operations Supervisor

أبريل 2008 - ديسمبر 2011

i2c Pakistan

لاهور، باكستان

أبريل 2008 - ديسمبر 2011

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.

مجال الشركة:
تطوير البرمجيات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Customer Service Rep

مايو 2006 - أبريل 2008

i2c Pakistan

الإمارات العربية المتحدة

مايو 2006 - أبريل 2008

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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Customer Relations

نوفمبر 2005 - مايو 2006

TRG – Virtual World

الإمارات العربية المتحدة

نوفمبر 2005 - مايو 2006

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.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

University of Central Punjab (UCP)

يناير 2009

يناير 2009

ماجستير، Business Administration

باكستان

Global Institute (Global College) Lahore

يناير 2006

يناير 2006

بكالوريوس، Computer Sciences

باكستان

Modern College of Computer Sciences

يناير 2003

يناير 2003

الثانوية العامة أو ما يعادلها، Computer Sciences

باكستان

Skills

Issue
Expert
Issue
Expert
Agents
Expert
Agents
Expert
Attendance
Expert
Attendance
Expert
Output
Expert
Output
Expert
Instructions
Expert
Instructions
Expert
Payments Services
Expert
Payments Services
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DELIVERY
Expert
DELIVERY
Expert
FINANCIAL
Expert
FINANCIAL
Expert
NETWORKING
Expert
NETWORKING
Expert
QUALITY CONTROL
Expert
QUALITY CONTROL
Expert
ACCOUNT MANAGEMENT
Expert
ACCOUNT MANAGEMENT
Expert
BUSINESS DEVELOPMENT
Expert
BUSINESS DEVELOPMENT
Expert
Fintech
Expert
Fintech
Expert
Issue
Expert
Issue
Expert
Agents
Expert
Agents
Expert
Attendance
Expert
Attendance
Expert
Output
Expert
Output
Expert
Instructions
Expert
Instructions
Expert

اللغات

الأوردو

اللغة الأم

الانجليزية

متمرّس

البنجابية

متمرّس