I am Hassan Ali Amjad, a Senior eChannels and Customer Experience leader based in Salmiya, Kuwait, with 15+ years of experience across telecom, customer care, and digital support. I excel at designing and leading multi-channel operations, coaching teams, tracking KPIs, and driving customer satisfaction. I have a proven ability to manage high-volume digital platforms and partner with cross-functional teams to deliver service excellence. I am passionate about people development, process improvement, and delivering measurable business outcomes. My strengths include KPI governance, QA coaching, escalation management, and building scalable processes that elevate customer experiences across multiple channels.…

HASSAN ALI AMJAD

I am Hassan Ali Amjad, a Senior eChannels and Customer Experience leader based in Salmiya, Kuwait, with 15+ years of experience across telecom, customer care, and digital support. I excel at designing and leading multi-channel operations, coaching teams, tracking KPIs, and driving customer satisfaction. I have a proven ability to manage high-volume digital platforms and partner with cross-functional teams to deliver service excellence. I am passionate about people development, process improvement, and delivering measurable business outcomes. My strengths include KPI governance, QA coaching, escalation management, and building scalable processes that elevate customer experiences across multiple channels.…

Available to hire

I am Hassan Ali Amjad, a Senior eChannels and Customer Experience leader based in Salmiya, Kuwait, with 15+ years of experience across telecom, customer care, and digital support. I excel at designing and leading multi-channel operations, coaching teams, tracking KPIs, and driving customer satisfaction. I have a proven ability to manage high-volume digital platforms and partner with cross-functional teams to deliver service excellence.

I am passionate about people development, process improvement, and delivering measurable business outcomes. My strengths include KPI governance, QA coaching, escalation management, and building scalable processes that elevate customer experiences across multiple channels.

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Skills

Experience Level

Oracle
Expert
CRM
Expert
Microsoft Excel
Expert
Data Visualization
Expert
Web Design
Intermediate
SQL
Intermediate

Language

English
Fluent
Arabic
Intermediate
Urdu
Fluent
Hindi
Fluent

Work Experience

Senior eChannels Analyst / Team Lead at STC Kuwait
December 1, 2009 - Present
Lead 24/7 multi-channel customer engagement operations. Manage staffing, shift planning, KPIs, and service quality. Conduct QA audits, coaching, and performance reviews. Handle escalations and coordinate follow-ups with internal teams.
Supervisor / Team Leader at Telenor Pakistan
February 1, 2007 - June 1, 2009
Supervised inbound call center team and daily operations. Provided coaching, KPI monitoring, and workflow improvements. Supported scheduling, training, and customer service processes.
Relationship Officer at NJI Life Insurance Pakistan
January 1, 2006 - December 1, 2006
Managed customer portfolios and provided tailored insurance solutions. Promoted products and handled documentation with accuracy. Ensured strong customer follow-up and relationship management.

Education

Bachelor of Commerce at University of Punjab
January 1, 2006 - January 1, 2008
Intermediate of Commerce at Superior College Lahore
January 1, 2004 - January 1, 2006
Matric (Science) at Govt. School Lahore
January 1, 2001 - January 1, 2003

Qualifications

Coaching Skills for Leaders (LinkedIn Learning)
January 11, 2030 - January 3, 2026
Building High-Performance Teams
January 11, 2030 - January 3, 2026
Social Media Marketing Tools
January 11, 2030 - January 3, 2026
Developing Self-Awareness
January 11, 2030 - January 3, 2026

Industry Experience

Telecommunications, Financial Services, Professional Services
    paper Social media

    I successfully completed a three-month marketing campaign with an elevator company, during which I developed and managed Instagram posts and executed a focused stop-marketing campaign. The initiative generated positive customer feedback and demonstrated measurable improvement in engagement and brand awareness.