Hassaan Butt
Lahore - Punjab
Summary
I am a dedicated and hardworking professional with more than 10 years of experience in various industries. I started my career as a Sales Representative and later transitioned to becoming a Customer Service Representative where I excelled in providing exceptional customer service. Worked as a Recruiter in healthcare, an Application Analyst in healthcare IT, and an Onboarding Specialist before being promoted to my current position as a Project Manager. Throughout my career journey, I have consistently demonstrated his commitment to professional growth and dedication to serving others. While working at CureMD won Team of the Month in January 2020. Worked collaboratively with several of the development teams to deploy a new feature in the CureMD application.
My achievements include building strong client relationships, resolving customer issues promptly, improving patient care and operational efficiency through software solutions, training new employees, and overseeing the planning and execution of complex projects. My success is attributed to my willingness to embrace new challenges and my passion for helping others. Throughout my experience developed skills in communication and management of both people and events. Hardworking and self-motivated individual that thrives in a team environment working collaboratively with others both in the office and remotely.
Overview
9
9
years of professional experience
Work History
Product and Project Manager
TronsIT Solutions
09.2022 - Current
- Consulted with buyers to determine projected demand for products and services.
- Managed product demonstrations and testimonials for performance evaluation.
- Directed planning and budgeting efforts.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Reviewed new opportunities to drive business strategy at planning sessions.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Assessed costs and estimated production capabilities to evaluate economic viability.
- Coordinated project planning and execution with team members and team leads.
- Documented user stories, specifications, and product features into detailed work orders to communicate across teams and build mandatory requirements.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Established criteria for each milestone within the product roadmap as a means to measure developmental progress.
- Coordinated design meetings and decisions with internal departments and teams.
- Monitored market trends and competitor performance to update promotional strategies.
- Managed and motivated employees to be productive and engaged in work.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
- Accomplished multiple tasks within established timeframes.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules, and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Onboarding Specialist - POD Lead
TimeClock Plus
07.2021 - 08.2022
- On the basis of performance promoted to a POD lead position where I directly managed a 6-7 member team
- Responsibilities include ensuring all members of the Pod are not facing any hurdles in either the office environment or in terms of the project; conducting huddle-up meetings to announce the new policies of the company; implementing standup meetings to review projects and roadblocks
- The above implementation improved the existing Time To Value of my Pod from 3 to 1.45
- (Time to value showed how much time was utilized in finishing the project while ensuring the quality)
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Developed and implemented onboarding and orientation programs for new employees.
- Trained new hires in technology required to access company systems and complete job tasks.
- Monitored new hire performance, compliance and progress with requirements to consistently meet deadlines.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
Onboarding Specialist
TimeClock Plus
05.2021 - 08.2022
- Create focused solutions based on industry-specific workflow, client, and protocols. Based on client's needs, conducted implementation accordingly.
- Assess project scope to confirm details and understand customer expectations in advance
- This is kept with diligent and detailed documentation for project transparency
- Configure hardware, devices, and software to set up workstations for employees
- Regular follow-up and communication with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Reviewed onboarding processes regularly, identifying and correcting deficiencies.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Advocated for staff members, helping to identify and resolve conflicts.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Trained new hires in technology required to access company systems and complete job tasks.
Senior Application Analyst
CureMD
05.2020 - 05.2021
- Held a senior position in the team, directly coordinating with the team lead and managing the team's production with good quality in deliverance
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Developed diagrams to describe and lay out logical operational steps.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Supported daily operations and system maintenance procedures.
- Responsible for managing the onboarding of new hires including training and mentoring
- In addition, devised new campaigns and ideas within the department for revenue generation
- During individual client solution design coordinate with the sales team to demonstrate, sell, and configure Add-On Services.
- Collaborated with upper management to drive strategy and implement new processes.
- Documented clients' issues and processes of resolution.
- Offered input for complex documents to support client-ready final versions.
- Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Provided training to clients in the use of their EMR systems.
Billing Implementation Specialist
CureMD
05.2018 - 05.2021
- Nominated to specifically be assigned as a Billing Implementation Specialist, which included configuring and training new clients on CureMD billing workflows while acting as a client advocate
- Learned and adapted quickly to new technology and software applications.
- The scope of work was the installation of the entire billing setup of the client in the application, in-depth customized workflow design followed by detailed training on the usage of the billing workflows of the application
- In addition, working as part of a cross-departmental implementation team with team members in the US and Pakistan.
- Also handled any follow-up questions or concerns of clients after completion of implementation.
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Managed time efficiently in order to complete all tasks within deadlines.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Worked effectively in fast-paced environments.
- Gained extensive knowledge in data entry, analysis, and reporting.
- Resolved problems, improved operations, and provided exceptional service.
Application Analyst
CureMD
05.2018 - 05.2020
- Promoted to Application Analyst after a tenure of 14 months
- Assist clients with more complex issues as they related to the application and their practice billing
- Dispensed training on the application at the client's request
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Coordinated with the internal development team for bug resolution.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
- Evaluated technical needs of the organization.
- Defined IT process workflows through meetings with stakeholders.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Assistant Application Analyst
CureMD
05.2017 - 05.2018
- Assisted clients with incoming questions specific to workflows regarding the billing of the different clients
- Handled basic client queries over the phone and support tickets.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
Supervisor of Sales
MYL Communications
01.2017 - 05.2017
- Acted as a team supervisor, responsibilities included overseeing the whole team, day-to-day management of resources, and keeping track of their records, progress, and productivity while maintaining discipline on the floor
- Handled interviews and train new resources.
- Created and managed project plans, timelines, and budgets.
- Conducted regular reviews of operations and identify areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Created successful work schedules for each team member to maintain deadlines and fully staffed shifts.
- Collected, arranged, and inputted information into a database system.
- Developed and implemented customer service policies to enhance satisfaction
- Worked on various campaigns, including but not limited to personal injury claims and subscriptions of solar energy panels
- Focused on maintaining a communication with the client and forwarding their cases over to the concerned department.
Senior Customer Service Representative
Black Arrow Communications
04.2016 - 02.2017
- Got promoted to the next tier, where I managed escalated customers regarding ongoing queries while locking down the cases that were being created by the CSR resources.
- Met customer call guidelines for service levels, and handle time and productivity.
- Investigated and resolved accounting, service, and delivery concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
- Coached new team members on service techniques and provided scoring through a quality assurance program.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over the phone to answer questions and address complaints.
- Proactively address customer concerns in order to prevent escalations and complaints.
Customer Representative Officer
Black Arrow Communications
01.2016 - 03.2016
- Reached out to potential clients in the UK to discuss personal injury
- Completed basic intake and completed questionnaires to determine eligibility
- Provided potential clients with information while bringing compassion to the call
- Once eligibility was determined converted the call and routed it to the team for further details., Promoted to the D.I.D team, to handle escalations that came in via phone
- Managing the calls, also provided high quality while advocating for the clients and delivering quick resolutions.
- Skilled at working independently and collaboratively in a team environment.
Recruiting Executive
Axis Recruitment
02.2015 - 02.2016
- Informing the doctors and nurses about the job openings on their premises and based on their approvals recruiting them for Hospitals, Clinics, and Nursing Homes panels.
- Cultivated interpersonal skills by building positive relationships with others.
- Scheduled interviews with other healthcare professionals.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Advertised job opportunities on social media platforms and job boards.
- Assisted with writing job postings and job descriptions for boards.
- Pre-screened resumes before sending them to corporate hiring managers for consideration.
Sale Executive
Global Bridge Communication
11.2015 - 12.2015
- Contacted customers via phone to sell subscriptions for satellite dishes and various packages
- Spoke with new customers as well as worked with existing customers
- After gauging client interest and getting verbal confirmation, involve the closer to assist with the completion of the sale.
- Quoted prices, credit terms, and other bid specifications.
- Selected correct products based on customer needs, product specifications, and applicable regulations.
Customer Service Representative
MindBridge BPO
09.2014 - 04.2015
- Providing technical and configuration assistance to customers related concerns with their government-issued mobile phones
- Conducted all calls with high quality while addressing issues.
- Met customer call guidelines for service levels, and handle time and productivity.
- Investigated and resolved accounting, service, and delivery concerns.
- Answered a constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Representative
MindBridge BPO
04.2014 - 09.2014
- Daily duties included the pitch and sales negotiation of various club and program subscriptions to the customers all while maintaining an exceptionally high quality of the call.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Negotiated prices, terms of sales, and service agreements.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
- Attended monthly sales meetings and quarterly sales training.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
Intern
Zeeshan Advertisers
- Assisting the M.D
- With record keeping and evaluation of employee activities including quality and efficiency
- Designed and maintained monthly progress reports for management review.
- Interacted with customers by phone, email, or in person to provide information.
- Generated reports detailing findings and recommendations.
- Gathered, organized, and input information into a digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Completed research, compiled data, updated spreadsheets and produced timely reports.
Education
Bachelor of Mass Communication -
University of South Asia
Lahore2019
Intermediate in Computer Sciences -
Punjab Group of Colleges
Lahore2013
Matriculation - Computer Sciences
Defence Public School – DHA
Lahore2011
Skills
- Employee Orientation
- Customer Accounts Management
- Training Development and Execution
- Time Tracking and Payroll Administration
- Microsoft Office
- Adobe (Photoshop, xD, Premier)
- Customer Inquiries
- Client Correspondence
- Networking and Partnership Development
- Conduct Orientations and Training
- Disaster Recovery Methodologies
- Budget Preparation
- Project Planning
- Testing
- Staff Retention
- Workflow Planning
Accomplishments
- Won Team of the Month in January 2020. Worked collaboratively with several of the development teams to deploy a new feature in the CureMD application.
- Collaborated with QA, front and backend developers, and R&D teams in the development of their new feature "iHCFA".
- Was awarded Best Team Lead from the University of South Asia.
- Recruited almost 30 employees alone in 3 weeks.
- Conducted the screening of all the abovementioned employees and initial rounds of the interviews while validating their background experience for the role.
- Initiated projects like upselling services and highlighted the areas in the US where the business can be provided. Eventually, these projects became the revenue streamlines for the company.
- Generated revenue of $10,000 with the help of those projects during COVID's first wave. Gradually implemented the whole project internally so others can start doing upselling to the ones in need of help.
Hobbies
- Badminton
- Tennis
- Rugby
- Swimming
- Boxing
- Traveling
- Love listening to music
- In downtime relax by reading books of all genres and writing novels or stories, as well as photography and shooting short movies.
Languages
Urdu
Native language
English
Proficient
C2
Hindi
Advanced
C1
Punjabi
Advanced
C1
Sindhi
Upper intermediate
B2
Timeline
Product and Project Manager
TronsIT Solutions
09.2022 - Current
Onboarding Specialist - POD Lead
TimeClock Plus
07.2021 - 08.2022
Onboarding Specialist
TimeClock Plus
05.2021 - 08.2022
Senior Application Analyst
CureMD
05.2020 - 05.2021
Billing Implementation Specialist
CureMD
05.2018 - 05.2021
Application Analyst
CureMD
05.2018 - 05.2020
Assistant Application Analyst
CureMD
05.2017 - 05.2018
Supervisor of Sales
MYL Communications
01.2017 - 05.2017
Senior Customer Service Representative
Black Arrow Communications
04.2016 - 02.2017
Customer Representative Officer
Black Arrow Communications
01.2016 - 03.2016
Sale Executive
Global Bridge Communication
11.2015 - 12.2015
Recruiting Executive
Axis Recruitment
02.2015 - 02.2016
Customer Service Representative
MindBridge BPO
09.2014 - 04.2015
Sales Representative
MindBridge BPO
04.2014 - 09.2014
Intern
Zeeshan Advertisers
Bachelor of Mass Communication -
University of South Asia
Intermediate in Computer Sciences -
Punjab Group of Colleges
Matriculation - Computer Sciences
Defence Public School – DHA
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