Hassan Mujtaba Khan Email & Phone Number

Lahore, Pk

- Managed all customer success operations, including real-time support through chat and email, ensuring a seamless and responsive customer experience.- Collected customer feedback and integrated it into training programs for employees, continuously improving the quality of customer service.- Evaluated key performance indicators (KPIs) to track progress towards customer service goals, implementing strategies to enhance overall performance.- Oversaw the distribution of community rewards, including NFTs, to ensure accurate and timely recognition of community engagement.- Managed user feedback processes and created detailed bug reports for the engineering team, facilitating efficient issue resolution and product improvements.- Handled transaction management, including processing payments and refunds through Stripe, ensuring accuracy and compliance.- Troubleshot and resolved production-related issues encountered by users, maintaining service reliability and customer satisfaction.- Coordinated bug bounty programs, overseeing the reporting and resolution of security vulnerabilities.- Managed the Discord ticketing queue for the general Metaverse community, providing prompt and effective support to users.- Reviewed blockchain transactions across Ethereum, Polygon, and Cardano, ensuring accuracy and integrity in all transactions.- Collaborated closely with the QA department during deployments and testing phases, ensuring exceptional handling and issue mitigation.- Maintained detailed work logs for the team, overseeing task distribution and ensuring efficient use of resources.

Granite Bay, California, United States

- Provided Tier 3 technical support for Java-based desktop applications, resolving complex issues related to application performance, memory management, and threading.- Utilized Agile methodologies to enhance support workflows, enabling rapid and iterative issue resolution aligned with continuous improvement practices.- Diagnosed and resolved advanced technical issues, including multithreading and concurrency problems, by performing in-depth log analysis, thread dumps, reverse stack traces and memory management troubleshooting.- Conducted comprehensive network troubleshooting to address connectivity, latency, and firewall-related issues that impacted Java-based application performance.- Collaborated with DevOps teams to ensure consistent application behavior across various environments, integrating solutions that maintained application stability and performance.- Led root cause analysis (RCA) for escalated incidents,- Mentored and trained junior support engineers in advanced debugging techniques, network troubleshooting, and best practices for resolving complex technical issues in Java-based applications.- Developed and maintained technical documentation, including SOPs, troubleshooting guides, and network configuration manuals, tailored to Java-based desktop applications.- Managed escalations, working directly with software developers and network engineers to resolve critical bugs and network issues, implementing hotfixes and patches within Agile sprint cycles and adhering to customer SLAs.- Delivered technical training and workshops to clients, focusing on the effective deployment, network configuration, and maintenance of Java-based desktop applications in complex network environments.

Lahore, Punjab, Pakistan

- Identified and pursued new business opportunities through targeted outreach, networking, and market research. Developed and maintained a robust pipeline of prospective clients to achieve and exceed sales targets.- Conducted comprehensive needs assessments to understand client requirements and tailor solutions accordingly. Delivered compelling presentations and product demonstrations to showcase the benefits of MailMunch’s email marketing tools.- Collaborated with the sales and marketing teams to design and implement effective sales strategies. Leveraged market trends and competitor analysis to refine approaches and optimize sales processes.- Cultivated and maintained strong relationships with key stakeholders, including C-level executives and decision-makers. Ensured high levels of customer satisfaction and loyalty through proactive communication and support.- Managed the end-to-end sales process, including proposal development, pricing negotiations, and contract finalization. Ensured alignment with company policies and client expectations.- Monitored industry trends, customer needs, and competitor activities to provide actionable insights and recommendations for product and service improvements.- Tracked sales performance metrics and prepared regular reports for senior management. Analyzed data to identify opportunities for improvement and growth.- Worked closely with the marketing team to develop campaigns and promotional materials. Coordinated with the customer support team to address client issues and ensure seamless onboarding.

- Identified and pursued new rental opportunities through targeted outreach and market research. Developed and maintained a pipeline of potential clients to meet and exceed sales goals.- Conducted thorough consultations with customers to understand their needs and preferences, offering tailored RV rental solutions and upselling additional services as appropriate.- Collaborated with the sales and marketing teams to create and execute strategies aimed at increasing market share and optimizing the customer acquisition process.- Built and nurtured strong relationships with both RV owners and renters, addressing inquiries and resolving issues promptly to ensure high levels of satisfaction and repeat business.- Managed the end-to-end rental process, from initial inquiry and booking to post-rental follow-up. Coordinated with various departments to ensure a smooth and positive experience for all parties involved.- Monitored customer feedback and rental trends to provide actionable insights for improving service offerings and operational efficiency.- Prepared and delivered regular reports on sales performance, customer feedback, and market trends to senior management, contributing to strategic decision-making.- Worked closely with the customer support team to address and resolve any issues or concerns, ensuring a high standard of service and customer retention.

- Supervised and coordinated a team of support agents, ensuring that operational targets and service levels were consistently met or exceeded.- Managed daily operations, including shift scheduling, resource allocation, and workload balancing, to optimize team productivity and efficiency.- Provided guidance and support to team members, addressing any performance issues or challenges, and fostering a collaborative and high-performance work environment.- Monitored and analyzed key performance indicators (KPIs) to assess team performance and identify areas for improvement. Implemented action plans to address performance gaps and enhance service quality.- Collaborated with project stakeholders and client representatives to ensure alignment with Uber Eats’ standards and expectations. Acted as a liaison between the team and client to address and resolve any operational issues.- Conducted regular training sessions and workshops to upskill team members and ensure adherence to best practices and client guidelines.- Developed and maintained comprehensive documentation and reporting systems to track operational metrics, team performance, and project outcomes.- Implemented process improvements and operational efficiencies based on feedback and performance data, contributing to enhanced service delivery and customer satisfaction.

Bachelor Of Science - Bs, Computer Science

Cambridge International - A Levels, Pre-Engineering

Cambridge International - As Levels, Pre-Engineering

Cambridge International - O Levels, Pre-Medicine/Pre-Medical Studies