Hassan Mahmood Email & Phone Number

Houston, TX, US

• Lead projects and strategize digital transformation roadmaps within an Agile framework
• Engage with senior executives to provide insight on project value and risks
• Manage functional teams creating process flows, user stories, test scripts, and Personas using Azure DevOps
• Align teams to create journey maps and capture the Voice of the Customer to leverage technological capabilities
• Drive OCM by conducting surveys, providing extensive training, and ensuring compliance of business process
• Advise management on continuous process improvement across teams to better align with the company’s goal

Edmonton, Alberta, CA

• Enable business units with digital transformation by incorporating the customer decision journey and delivering a competitive advantage to the end user
• Bridge the gap between business and IT through effective stakeholder management by strengthening client relationships, understanding business strategies, and managing client expectations
• Cultivate high performance teams of analysts responsible for cornerstone enterprise applications. Presently managing two teams of 24 business analysts and quality assurance analysts between operations and projects
• Capture the Voice of the Customer and apply DMAIC principles to continuously improve high impacting opportunities
• Liaise with governance committees to drive business value and ensure executive alignment within the organization
• Advise senior management on business process changes and assess the impacts across business units

Edmonton, Alberta, CA

• Managed a teams of business analysts and developers providing business and application support
• Optimized the organization's business applications used to provide identity and content management
• Planned resources and budgets outlining achievements thereby improving the visibility of IT teams and their functions
• Chaired committees aimed at improving business practices including enterprise governance and corporate innovation
• Conducted change management across teams and align the department’s goals with the corporate strategic vision
• Managed stakeholders to prioritize business needs, control product backlog, and conduct sprint meetings

Edmonton, Alberta, CA

• Articulated the vision behind projects by eliciting business requirements and document use cases
• Lead a team of business and quality control analysts for the implementation of a new administration system
• Conducted change management and coordinated cross-team work prioritization
• Improved business processes to increase the business unit’s efficiency and accuracy in conducting its daily business
• Provided end-to-end business support in the design, development, testing, and deployment of projects using quantitative and qualitative analytical skills

• Launched a self-financed IT start-up company providing consulting and off-shore services with revenues exceeding quarter million dollars the first year
• Provided inbound and outbound call center services to major US, UK, and Canadian mobile telecommunications companies. Projects included customer support, telemarketing, virtual assistant, and surveys
• Offered bespoke software development services catering to local and multinational clients
• Conducted joint ventures with a marketing firm and catered to clients including Microsoft, Dell, LG, and TetraPak
• Created strategies for social media, SEO, surveys, webinars, and road shows for product launches
• Coordinated with copywriters and graphic designers to execute advertising projects as well as events

Bellevue, WA, US

• Launched franchise for major US telecommunications brands including T-Mobile, Sprint, AT&T, and Verizon
• Captured the voice of the customer by contributing in corporate led initiatives and participated in transformation exercises including journey mapping and conducting surveys to improve customer satisfaction and retention
• Provided analytics on customer preferences to recognize opportunities in improving customer experience
• Defined measurable CX standards and influenced procedural changes to improve user experience
• Cross-sold products and services by expanding customer contact channels including call center services

GB

• Successfully deployed several call center solutions in the telecommunications sector
• Presented project plans and delivered functional and technical design documents to C level management
• Worked closely with the integration team to ensure seamless integration across systems
• Implemented a CRM for Sprint in Dallas to create a uniform platform for customer sales and service
• Integrated a CRM package for the world’s largest data center, Equinix in San Jose
• Implemented a CRM package for Level 3 Communications in Denver for a Workforce Management System

Chicago, IL, US

• Supervised a team of consultants at the university's data network and call center
• Provided help desk support
• Executed preventive maintenance and performed routine checks on all running software
• Instructed the university's faculty, staff and students on software packages and Internet tools

Master Of Business Administration - Mba, Entrepreneurship, Innovation, & Strategy And Digital Marketing

Certificate, Business Intelligence & Analysis

Lean Six Sigma Green Belt, Process Improvement

Certified Scrum Master, Agile Methodology

Bachelor Of Science, Management Information Systems

Associate, Business Administration

Visual Basic, Computer Programming

Education record