Hassan Awan

Results-driven Customer Service and Operations Professional with 10+ years of experience in Contact Center Operations, Team Leadership, Quality Assurance, Customer Service, Collections, and Logistics across Pakistan and the UAE. Proven ability to improve team performance, achieve KPIs, resolve customer issues, manage collections, and optimize operational processes. Strong analytical, leadership, and communication skills with expertise in MS Excel, CRM systems, reporting, coaching, and process improvement.

Recognized multiple times for outstanding performance and service excellence.

Debit Specialist at CD Horizon FZE (2025-01 – 2026-05)

• Managed customer rental accounts, collections, and overdue payments.
• Processed debit transactions and resolved billing disputes.
• Prepared collection reports and coordinated with finance and operations teams.

Logistics Associate at Noon Minutes (2022-05 – 2025-01)

• Managed logistics operations, inventory, and shipment tracking.
• Coordinated warehouse and transportation activities.
• Improved delivery performance through operational reporting and issue resolution.

Floor Coordinator / Backup Supervisor at PTCL (2019-01 – 2022-01)

• Supervised daily contact center operations and monitored KPIs.
• Conducted coaching sessions and handled customer escalations.
• Prepared operational and performance reports.
• Delivered customer support and complaint resolution.
• Performed call quality monitoring, audits, and agent evaluations.
• Supported performance improvement initiatives.

Senior Customer Service & Quality Specialist at Haier (2018-02 – 2018-12)

Customer Service & Technical Support Specialist at Wi-Tribe Pakistan (2016-01 – 2017-12)

• Provided customer and technical support.
• Resolved customer complaints while maintaining service standards.
• Conducted customer feedback surveys, driving a 15% increase in service quality.
• Maintained up-to-date knowledge of products, ensuring accurate support delivery.

Team Leader at Telenor Pakistan (2014-04 – 2015-09)

• Led a team of 15, achieving a 20% increase in productivity.
• Mentored junior staff, cultivating future leaders within the organization.
• Developed strategic plans, resulting in a 25% growth in team output.
• Resolved conflicts effectively, maintaining a positive workplace culture.

Bachelor of Arts in B.A. – Punjab University

Intermediate in Arts – BISE Faisalabad

Matriculation in Science – BISE Faisalabad