Customer Care Service

MUHAMMAD HASSAN SHAHID

Moncton, NB +1-365-***-**** ***************@*****.*** LinkedIn

PROFESSIONAL SUMMARY

A strong customer success and data analytics professional with over 2 years of hands-on experience in data analysis, data visualization, and client servicing. Skilled in using Oracle 19c SQL, Oracle Analytics Server, Tableau, and Microsoft Power BI to provide data-driven insights to foster client business growth. Experienced in working with cross-functional teams across the MENAP region for iconic global brands, including Procter and Gamble, Mondelēz International, and Kenvue. PROFESSIONAL EXPERIENCES

JAN 2023 – MAY 2024

EXECUTIVE – INTERNATIONAL CUSTOMER SUCCESS ANALYTICS, NIELSENIQ (NIQ) (SHARJAH, UNITED ARAB EMIRATES · REMOTE)

The global leader in consumer intelligence that empowers businesses around the world to make decisions with trusted data, solutions, and insights.

• Responsible for enhancing data driven customer experience for NIQ's key Global-13 Consumer Packaged Goods

(CPG) clients across 12 categories, including personal care, oral care, home care, and confectionery, spanning 3 GCC regions: United Arab Emirates, Saudi Arabia, and Kuwait.

• Engaged in servicing Procter & Gamble (P&G), Mondelēz International, and Kenvue accounts by analyzing their sales and consumer data using Discover (internal data source), comparing performance with competitors, and achieving annual business growth ranging from 29% to 45% for each client.

• Provided performance overview and business issues analyses by developing impactful insights through retail data, resulting in a 16% success rate for business upsell and a 19% improvement within clients’ portfolios.

• Prepared a thorough assessment of retail enhancement impacts by evaluating the effects of onboarding new retail stores on existing business chains and ecommerce channels, generating additional revenue opportunities of 22% above the annual target in the clients' product portfolio during the past year.

• Conducted top-line coverage analyses for clients, by providing data driven insights to identify new business growth opportunities, resulting in a 31% increase in coverage effectiveness.

• Resolved data quality issues through collaboration with the data science and operational teams via MS Dynamics, resulting in the generation of US$130K in additional revenue.

• Delivered monthly deliverables, consisting of share preview reports, e-commerce reports, and ad-hoc data pulls owing to clients’ leadership team evaluating their in-market distribution, pricing, SKUs, and main KPIs performance.

• Conducted virtual client training sessions to facilitate the adoption of new organizational software (NIQ Discover) and practices, generating a 17% rise in the revenue growth and a 24% increase in client satisfaction rate. JUN 2022 – DEC 2022

SENIOR OFFICER – RISK MANAGEMENT, ALLIED BANK LIMITED (ABL) (LAHORE, PAKISTAN) One of the Pakistan's leading banks that provides dynamic and integrated banking solutions to customers.

• Responsible for effectively implementing the bank’s credit policy and procedures.

• Supervised the activities of bank’s credit policies, procedures and program lending.

• Drafted and composed policies and procedures related to consumer financing and bank’s other products programs.

• Monitored the policy and procedure weaknesses regarding system risk controls and recommended appropriate amendments to further strengthen credit risk controls. LEADERSHIP AND EXTRACURRICULARS

• LUMS Photographic Society – Assistant Director (Events) (APR 2019 – MAR 2020)

• Part of High Achievers Lists ‘2015 and 2017’ in University of Cambridge Advanced International Examination (CAIE)

• Worldwide Fund (WWF) – Ambassador Green School Program (Jul 2013 – Aug 2015)

• Shaukat Khanum Memorial and Cancer Hospital (SKMCH) – Volunteer (Marketing and Resource Development) (JUN 2015 – JUL 2015)

SKILLS

• Business Analysis • Data Analysis and Visualization • Data Driven Decision Making

• Customer Success • Business Strategy • Market Research and Analysis

• Business Intelligence (BI) • Key Account Management • Analytics and Insights

• Retail Audit and Coverage • Client Consulting • Stakeholder Management TOOLS

• Oracle 19c SQL • Oracle Analytics Server • Microsoft Power BI

• Oracle Virtual Box • Tableau • Microsoft Office Suite EDUCATION & CERTIFICATIONS

Bachelor of Science (Honours) – Economics – Lahore University of Management Sciences (LUMS) – Pakistan

(2021) – WES Equalized

LinkedIn Learning – Business Analytics: Marketing Data – April 2024 LinkedIn Learning – Excel: Creating a Basic Dashboard – Dec 2023 LinkedIn Learning – Business Analysis Foundations – Nov 2023 LinkedIn Learning – Business Intelligence for Consultants – Nov 2023 LinkedIn Learning – Power BI: Dashboards for Beginners – Nov 2023 LinkedIn Learning – Data Analytics for Business Professionals – Oct 2023 Udemy – Microsoft Excel - Excel from Beginner to Advanced – Nov 2022 Coursera – Introduction to Business Analytics: Communicating with Data – May 2020

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