Omar Farooq Ul Hassan
Process Analyst | Business Operations
Dubai
Summary
Results-oriented Process & Customer Experience Analyst with 5+ years in banking operations, driving a 15% CSAT increase and 10–15% NPS growth. Expert in SLA compliance, process optimization, KPI dashboards, and root cause analysis to identify trends and enhance customer journeys. Skilled at leveraging data-driven insights to deliver operational excellence and foster a customer-centric culture.
Overview
6
6
years of professional experience
5
5
Certifications
1
1
Language
Work History
Process Analyst
Bread Financial
12.2021 - 11.2025
- Leveraged customer feedback, call analytics, and Medallia insights to deliver 15% CSAT improvement and 10–15% NPS growth.
- Analyzed disputes and exception cases to improve process controls, reduce operational risk, and support compliant service delivery.
- Delivered SLA, compliance, and performance reporting across 20 brands, improving client satisfaction by 25%.
- Partnered with IT, Operations, and CX teams to streamline workflows and enhance customer journeys.
- Developed performance dashboards and management reports to support senior leadership decisions.
Recognition: Best Process Improvement Initiative | Top Performer | Employee of the Quarter
Customer Service & Technical Support
Concentrix
02.2020 - 12.2021
- Supported Etisalat SMB operations across billing, service packages, and technical issues, ensuring accurate and compliant resolution.
- Improved service consistency and customer trust by resolving billing discrepancies and service exceptions, maintaining top CSAT performance.
- Applied strong process understanding to improve issue resolution quality and service delivery standards.
- Trained and mentored new hires, accelerating onboarding and improving team readiness.
Recognition: Customer Service Excellence Award | Outstanding Team Contributor
Education
MBA - Marketing
Singhania University
India 04.2001 -
Bachelor of Commerce - Accounting And Finance
GITAM University
India08-2021
Skills
Process Optimization & Governance Customer Experience Analytics SLA & Compliance Operational Controls Root Cause Analysis KPI & MIS Reporting Dashboards & Trend Analysis VoC & Medallia Service Quality Management Stakeholder Management Business Process Documentation
Certification
Power BI – Office Master (2025)
Timeline
Process Analyst
Bread Financial
12.2021 - 11.2025
Customer Service & Technical Support
Concentrix
02.2020 - 12.2021
MBA - Marketing
Singhania University
04.2001 -
Bachelor of Commerce - Accounting And Finance
GITAM University