Sales Customer Service

Sana Yousuf *** Meadow Creek Dr.

Email: **************@*****.*** Apt 2032

Mobile +1-508-***-**** Irving, TX 75038

Female, D.O.B 28/12/1985; English, Hindi US Work Authorization: EAD Seeking assignments in Business Analysis / Product Management/ Requirements management in Banking & Financial Services or Telecom domains

Career Summary

Result oriented professional with close to 5 years of experience with Citibank & Vodafone India

Excellent problem solving, analytical and interpersonal skills

Possess keen business acumen in analyzing and understanding business requirements

Adept at analyzing & interpreting large amount of data, proficient in MS PowerPoint & MS Excel

Familiar with SDLC, Business process documentation, User Stories & other requirements gathering methodologies Year Degree Institute %Marks/GPA

2010 MBA (Marketing) LIBA, Chennai 7.12/9

2008 B.Sc. (Microbiology) VIT University 95.3/100

Work experience

Organization: Vodafone India Product Manager Chennai Sept’13 – Feb’15 Responsibilities (Postpaid business)

Drive growth and demand through regional overlay of all new acquisition marketing tactics resulting in 1.5 million touches (40% increase), 15,000 contacts per month (35% increase), a 15% decrease in product cost of acquisition.

• Analyze sales trends to arrive at key consumer insights and create acquisition strategy

• Create marketing collateral ranging from user manual and process flows for new product launches

• Optimize online opportunity with sales flow enhancements and online marketing tactics

• Strengthen marketing and channel partnerships through creating and executing competition and enforcing required monthly observations, technician ride along, and internal mystery shopping

• Manage regional Go to Market initiatives, including analysis and recommendation of regional needs, weekly communication to all channels and analysis of final results

• Design value based training and deliver to all regional customer interacting channels

• Create reward programs for trade channel & in-house sales team

• GIS based mapping of customer base and segmented targeting through call centers Critical Projects executed

Responsible for Ideation, Business case creation, Budget approval, Business process design, Requirement prioritization

& elicitation for IT vendors, user acceptance testing for the following initiatives

Digitization of in-store customer experience through enhancement of Store applications & development of Customer service kiosks

Development of management dashboards for representing customer acquisition churn at a circle level across 350 Vodafone stores, 500 Vodafone mini stores & 100 Direct Sales/Call center channels

Development of new features/addition of business rules for agile campaign management in Vodafone’s CRM system

Creation of a single, centralized, 360 degree Customer View that could be accessed by the various frontend systems and channels

Automation of the Order Management Process, reducing activation time and mistakes in product configuration Achievements & Performance

• Successfully added 0.4M+ customers to yield incremental annual revenue of $ 10 million in FY13

• Identified High Value Customers & launched a new product to increase STD market share by 10%

• Consistently achieving 130%+ of sales and revenue targets across all parameters in Postpaid

• Successfully led a Six sigma project to reduce churn of acquired customers with Age On Network 0-90 days by 4% Recognition & Awards

• Awarded Best State in Vodafone National Leadership team on Postpaid Extraction Strategy for India in FY 14

• Best Circle for Post-paid Voice & 3G Data Penetration in the country FY-14 Academic Information

Sana Yousuf 808 Meadow Creek Dr.

Email: **************@*****.*** Apt 2032

Mobile +1-508-***-**** Irving, TX 75038

Female, D.O.B 28/12/1985; English, Hindi US Work Authorization: EAD Organization: Citibank N.A Product Manager – Mortgages Chennai & Bangalore May ‘11 - Sept ‘13 Key Responsibilities: (Retail Banking)

• Setting up new distribution in Chennai by leading the Direct Sales Team & Sales Managers and enhancing success rates from Internet based models.

• Spearheading the Initiatives for segmentation and developing targeted promotions through intelligence on the existing customer base

• Content Management for the Online Portal for Broadening the partnership with stakeholders in the real estate industry

• Increase in Online penetration/ Branch relationship through engagement with the service, product, credit &branch teams

• Organize independent and joint marketing campaigns/events with developers

• Credit Underwriting - underwriting Mortgages applications both in an outsourced and in sourced processing environment.

• Process Implementation & Management - Developing, managing and improving multiple processes in retail mortgages with an ultimate aim of reducing turnarounds, improving efficiencies, implementing controls, preventing frauds and failures and driving Client Excellence.

• Exposure to Audit, Taxation and Corporate Treasury - handled Audit finalization, corporate accounts, Taxation and Treasury

• Mortgages processing – Single point of Contact for centralized Risk Management team for developing, testing and implementing products variants and several portfolio actions. Critical Projects executed

Responsible for Ideation, Business case creation, Budget approval, Business process design, Requirement prioritization

& elicitation for IT vendors, user acceptance testing for the following initiatives

Development of a Business Intelligence tool for identifying existing property power/cash-out mortgage loan customers who are eligible for a better leverage on their property

Process re-engineering of the Mortgage Servicing workflow to decrease lead time and improve operational efficiency

Development of a customer facing Mobile application as a one stop solution for mortgage servicing requirements Notable Highlights:

• Consistent over achievement of assigned targets to the tune of 125%; Recognized Top Performer

• Introduced highly successful unique Home credit option in existing Mortgages product portfolio

• Instrumental in designing Credit Risk guidelines for individual/SME segment resulting in reduction in defaults Organization: Citibank N.A Assistant Manager – Branch Banking Kolkata April ‘10- April ‘11 Key Responsibilities: (Retail & Commercial Banking)

Deliver FX, Trade Revenue and CASA Balance Sheet goals as per plan

Advising business customers on Mutual funds, REITs, Structured notes, Dual currency placements, offshore multi- currency cash accounts and other wealth management products

Engage on with the RM & Acquisition Teams on selling strategies, identifying potential customers and converting leads.

Work closely with Product team and the Treasury to influence the product launch /enhancements.

Ensure that KYC/AML and other compliance norms are strictly adhered to.

Enhancement of new Commercial bank products like Payment gateway, E-collect and CMS to augment CA float and revenue.

Designed specification documents for the reports that are generated as a part of traditional branch banking processing workflow

Conceptualized Special initiatives in association with the decision management team for Cross sell/Up sell

Designed Win back & Upgrade programs based on intelligence from analytics tools such as Putty, Eclipse, and Armor. Critical Projects executed

Responsible for Ideation, Business case creation, Budget approval, Business process design, Requirement prioritization

& elicitation for IT vendors, user acceptance testing for the following initiative

Simplifying trade transactions by customizing & adding bolt on features to the Citi e-Collect solution

(Citi e-collect replaces paper based receivable system with an automated maker checker based one-step payment authorization resulting in acceleration of funds availability and automated reconciliation) Notable Highlights:

Awarded Best Manager from the upgrade Brigade SMA league in FY-2011-12 across campuses in India Sana Yousuf 808 Meadow Creek Dr.

Email: **************@*****.*** Apt 2032

Mobile +1-508-***-**** Irving, TX 75038

Female, D.O.B 28/12/1985; English, Hindi US Work Authorization: EAD Extra-Curricular Activities

Positions of

Leadership

• Elected Associate Member, Corporate Relations, LIBA

• Merit Scholarships for Outstanding academic performance for consecutive years at VIT University.

• Elected democratically as the Vice President of the VIT University Students’ Council.

• Conceptualized& Coordinated Riviera’07, An International Sports and Cultural Fest at VIT

• Joint Secretary, The Debating Society(2consecutive terms)

•

Management

Competitions

• 1st, Business Case Presentation at the Strategic Marketing Workshop by IIMC– Alumni Association

• 1st,LIBAStratEdge Contest, Marketing Strategy Contest Public Speaking

• Charter member of TOASTMASTERS INTERNATIONAL, California

• 1st, Intercollege Science Debate Chaisma’07 VIT University

• 1st, National Runners-up in Potpourri (Literary) PECOFES’07(Pondicherry Engineering College)

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