Mudassar Muhammad Hussain PMI-PMP

Experience

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  Warid Telecom

  Oct 2005 - Oct 2007

  Customer Service Team Lead

  Responsibilities: ⦿ Reporting to BCM (Business Center Manager) & Supervising the CS Floor.⦿ Supervising team of Seven CSR’s including in-house sales team.⦿ Working as acting Branch Manager in absence of BCM and being permitted to do sales vetting of new sales/pre-post conversion for Business Center.⦿ Compiling nationwide Monthly management report and report for issues hindering Front line CS. ⦿ Compiling Retailer Evaluation Report, North Consolidated report (Major Activities, Revenue, Sales etc) and Q-Matic report for the whole region on weekly, Monthly and periodic basis.⦿ Compiling CSR Evaluation Report, Walk-In/Sales report and revenue reports for the business center on daily basis.⦿ Providing Technical Support to Team members by handling technical queries relating different issues.(I-e; Transfer of ownership, Direct Debit facilities, Waiver Policies, Sale Retentions & Churn )⦿ Work closely with other departments like finance, logistics and sales to promote sales and generating revenues.⦿ Integral part in inauguration of Nation Wide operation of Warid Telecom (Pvt.) Ltd.⦿ Been an Integral part of Sialkot launch team in inauguration of Business Center Sialkot. Show less

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  R Holding - Middle East and UK

  Dec 2007 - Sept 2008

  Customer Service Team Leader & MIS Analyst

  ⦿ To manage a team of Customer Services Executives delivering first class, professional customer service to the public and a high quality front line service.⦿ Supervising team workload to optimize service and administrative support.⦿ Providing leadership and assistance to ensure office operations run smoothly.⦿ Enforcing procedures for service requests, adhering to KPIs, SLAs, and quality standards.⦿ Managing MIS tasks and analyzing company revenue generation.⦿ Monitoring team efficiency in handling payments and reporting to the Customer Service manager.⦿ Training team on ERP Analyst software and supporting their proficiency.⦿ Reconciling daily collections with finance and auditors.⦿ Channeling customer feedback to senior management for product enhancement. Show less

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  Veolia Water

  Sept 2008 - Jun 2015

  Business Analyst & Reporting

  ⦿ Compiling and analyzing reports for internal and external stakeholders.⦿ Creating revenue forecasts and budget estimates for business planning.⦿ Monitoring and analyzing KPIs for the entire customer service unit, notifying managers of issues.⦿ Ensuring timely, accurate, and comprehensive reports to support daily operations and long-term planning.⦿ Designing reports using Business Objects, Dynamix, MS Access, and CC&B (Oracle) for data extraction.⦿ Collaborating with section managers to define and refine business processes, analyze variations, and provide statistical insights.⦿ Managing Front Office and Back Office discrepancy reports and alerting section managers to any issues.⦿ Assessing system and software needs, defining requirements, and implementing technical solutions to enhance efficiency.⦿ Ensuring compliance with procedures, reviewing for potential risks.⦿ Managing change requests for reports and software, coordinating with IT for timely delivery.⦿ Demonstrating strong leadership, communication, customer service, and problem-solving skills under pressure.⦿ Conducting needs analysis and developing tailored solutions to meet business goals.⦿ Creating system documentation and policies to adapt to evolving environments. Show less

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  Dubai Electricity & Water Authority - DEWA

  Jul 2015 - now

  Manager - Performance Management

  Core Competencies⦿ Strategic Planning⦿ Strategy Cascading⦿ Strategic Objectives Monitoring⦿ Performance Management⦿ KPI's⦿ Business Data Analytics⦿ Business Reporting⦿ Business Analysis⦿ Dashboards⦿ Quality Assurance⦿ Business Process ImprovementResponsibilities:⦿ Developing a robust five-year strategic plan for the division through comprehensive analysis of internal and external factors, aimed at ensuring organizational success in alignment with the Performance Management Division.⦿ Conducting thorough strategic analysis at both macro and micro levels, encompassing SWOT, PESTLE, Scenario Planning, Workload Analysis, and forecasting.⦿ Offering expert consultation to departments and sections for the development and execution of strategic plans, projects, and initiatives.⦿ Facilitating the business performance management process, including strategic planning, KPI definition, and target setting in collaboration with all departments and sections.⦿ Monitoring performance metrics, reporting progress, and devising action plans and improvement strategies in line with the corporate vision, mission, and excellence standards to ensure continuous process enhancement.⦿ Gathering and analyzing performance data, generating insightful reports with actionable recommendations for achieving improvements, and providing guidance on project advancement. Producing comprehensive performance reports at corporate, divisional, and departmental levels.⦿ Overseeing the formulation and implementation of a robust divisional data management system.⦿ Ensuring compliance with excellence awards criteria (e.g., DGEP – Dubai Government Excellence Program, DQA – Dubai Quality Award, EFQM - European Foundation for Quality Management), including evidence preparation, data collection, reporting, communication, and maintaining documentation.⦿ Conducting strategic awareness sessions to foster alignment and understanding across the organization. Show less