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Khurram Hussain

H/12 Bhai Bhai Street, Comboh Colony, New

Samanabad, Lahore. Pakistan

Mobile: +92321-4410354

Landline: +92-42-37504072

Email : Khurramkkh@gmail.com

Seeking a challenging and rewarding career; utilizing my administrative and interpersonal skills,

which empowers me to excel in competitive work environment both individually and as well as

a team player.

EDUCATION

2004-2005

Master’s in Business Administration

NCBA&E (Completed 1 year)

2001-2004

BSC (Hon’s) in Computing

The City APIIT (Affiliated with

Stafford Shire University UK)

2002-2003

BA (Journalism)

Punjab University

2002-2003

Higher Diploma in BIT

The City APIIT

2001-2002

Diploma in IT

The City APIIT

1998-2000

Intermediate With Computer

Science (ICS)

Pakistan Finance College

(Shadman Lahore)

1998

Matric In Science

Govt. Central Model School

(Samanabad Lahore)

CAREER ACHIEVEMENTS

BUSINESS ANALYST, WARID TELECOM October 2013 – Till Date

My current job responsibilities are to provide daily basis

reports to different departments (Supports Center,

Contact Center, Sales, and CS & OPS Team) on

requirements including Dashboard reports. Working on ad-

hoc reports and complex queries. Performed server

installation and configurations for SQL Server 2008.

Working on DT’s Packages and stored procedures.

Performing day to day activities to optimize work load by

automating manual work of different departments.

Complaint Management Executive, WARID TELECOM January 2008 - October 2013

Coordination with Engineering department in order to

resolve customer complaints related to incoming,

outgoing calls related issues, sms related issues, coverage

related issues, signals and echo related problems, vas

related issue GPRS/MMS, IVR related problems and

content vas related problems.

Access of Ericsson switch application (WinFIOL) for

investigation & rectification of switch (HLR) related issues.

Access to IN platform (MINSAT) in order to resolve all the

pre-paid GSM subscriber’s issue mainly voucher

recharging problem, refilled barring etc

Access to Telesis SMS Management Information System &

ZTE SMS Management applications for identification of

issues related to bulk, normal & international SMS issues.

Providing online support and first call resolutions to internal

customers for better customer handling through

coordination with concerned Engineering & IT

departments.

Resume: Khurram Hussain 2|P a g e

Customer Services Representative, WARID TELECOM August 2005 - January 2008

Responsibilities includes inbound outbound operations, SOP Defining for better customer experience,

system process re-engineering for paperless environment, Team management and quality check for

inbound calls. Team Training for new products and services. Product testing and deployment with

coordination of different teams. Manual preparation of GPRS & MMS Settings.

Client Services Executive, WOL (World Online) November 2004 - August 2005

Troubleshooting Dial-up, ISDN, & DSL. Providing customer’s relevant support and settings of internet.

Provide alternate routes to customers in case of contingency or service outage. Providing online

support to customer in case any technical/connectivity issues. Updating software’s and internet

applications for the better utilization of services. Guiding the customer regarding different packages

and promotions. Arranging promotional activities such as participation in IT exhibitions.

Customer Services Executive, PAKTEL GSM August 2004 – November 2004

Responsibilities include providing GSM solutions to customers have been part in GSM service

launching and training of franchise staffs.

Professional Trainings

English language Diploma from (British Council)

Client Services Training by NOKIA

GSM trouble shooting Training by SAMSUNG

Customer services & Interaction training by Paktel GSM

GSM Training by WARID TELECOM

Corporate customer dealing training by WARID TELECOM

AWARD & ACHEIVEMENTS Customer service excellence award in 2011 from CEO Warid Telecom

Best cost cutting project of the year awarded by GM Warid Telecom

Best Student of the year Awarded by Minister of education Dr. Khalid Ranjha

National chain program awarded by Minister Shehbaz Sharif

Professional Courses Microsoft SQL Server 2012, SQL Query Optimization, Project Management, Project management

method and tools, Business process re-engineering & information technology, professional issues,

Database system and application, Research and investigation, project analysis & design, Oracle 8,

CCNA Certification.

Personal Attributes & Expertise Good Reporting Skills, Team building and leadership Quality, Effective communication skills

In-depth GSM knowledge, Will to win, Result oriented, Willing to take challenges, Able to work under

stress, Have ability to develop a team, Excellent analytical and problem solving skills, Adaptable,

able to work both as a team and independently in a changing environment.