Mohd Hassan
Summary
Dynamic marketing and operations professional with a strong track record in driving category growth, managing key client relationships, and streamlining business processes. Skilled in go-to-market strategy, cross-functional collaboration, and performance analysis. Known for delivering results through data-driven decision-making, process efficiency, and a customer-centric approach.
Overview
10
10
years of professional experience
Work History
Marketing Expert
Shopclues
02.2025 - Current
- Developed and launched new product categories based on market trends and consumer behavior, contributing to portfolio diversification and incremental GMV growth.
- Conducted competitive analysis by benchmarking pricing, product assortment, and seller strategies across key marketplaces (e.g., Amazon, Flipkart), identifying growth opportunities and strategic gaps.
- Worked closely with category heads and business leaders to shape go-to-market strategies, aligning marketing and merchandising plans to new category launches.
- Coordinated with cross-functional teams (tech, marketing, catalog, logistics) to ensure end-to-end delivery of business goals, adhering to strict timelines.
- Owned and tracked project timelines, identifying roadblocks early and aligning resources for on-time execution.
- Conducted regular business reviews to identify performance gaps, leading to actionable insights and improvements in vendor performance and customer experience.
- Supported promotional campaigns and seasonal sales planning to drive revenue spikes and customer engagement.
- Streamlined internal processes for operational efficiency, reducing delays in execution.
Team Lead
Helloverify
02.2022 - 11.2024
- Lead point of contact for 20+ B2B clients in fintech, HR, and BFSI sectors, ensuring smooth end-to-end background verification services.
- Managed daily operational tasks and query resolution for key accounts with a focus on client satisfaction and SLA adherence.
- Acted as a bridge between sales, tech, and verification teams to ensure timely and accurate delivery of services.
- Collaborated with internal teams to troubleshoot operational challenges and streamline workflows.
- Conducted regular client reviews and performance analysis to identify areas of improvement.
- Monitored case progress, escalations, and quality audits to meet compliance and TAT standards.
- Worked closely with the legal and compliance teams on NDA, AML, and KYC-related documentation, ensuring all regulatory standards were met.
- Created, negotiated, and maintained client contracts and operational procedures, aligning with both internal policies and external regulatory requirements.
- Supported clients through the API integration lifecycle—from demo to post-deployment troubleshooting.
- Collaborated with internal stakeholders to identify and solve operational bottlenecks, improving process efficiency and service quality.
- Coordinate and lead quarterly business reviews (QBRs) with clients and internal stakeholders to assess performance, share insights, and align on future objectives.
Team Lead
Paytm Mall
12.2018 - 06.2021
- Actively contribute to the successful completion of project deliverables, ensuring alignment with project timelines and client requirements.
- Proactively update customers on any changes to their orders, project timelines, or delivery schedules, ensuring clear and transparent communication.
- Track and monitor key metrics shared by the customer, providing regular updates and ensuring performance goals are met or exceeded.
- Provide weekly updates to customers regarding the project's status, addressing any potential delays or issues, and maintaining open communication about progress and milestones.
- Share weekly inventory updates with customers, ensuring they have accurate and timely information about stock levels, product availability, and any potential issues.
- Collaborate with vendors and external partners to resolve end-customer issues and inquiries, ensuring high levels of customer satisfaction and addressing any concerns promptly.
- Continuously identify opportunities to improve the customer support process, ensuring that feedback from customers is incorporated into future service offerings and project planning.
- Support the Program Management team, engineering groups, and business units during change rollbacks, ensuring smooth operations and quick resolution of issues.
- Use MS Office and JIRA to track and update project reports on a daily, weekly, and monthly basis, ensuring all activities are recorded accurately.
Assistant Manager
IndiaMART Intermesh LTD
11.2015 - 12.2018
- Serve as the first point of contact for customers, addressing inquiries, concerns, and service-related issues in a timely and professional manner across multiple channels (phone, email, chat).
- Assist buyers and sellers with account setup, product listings, order tracking, and transactions, ensuring a smooth and seamless experience for both parties.
- Provide comprehensive product and service information, guiding customers through the platform's features and tools to maximise their experience and success on the platform.
- Resolve customer complaints, issues, and escalations by collaborating with internal teams (technical, sales, and operations) to find appropriate solutions, ensuring customer satisfaction.
- Monitor and manage key customer metrics, ensuring that service standards and response times meet or exceed company expectations and KPIs.
- Offer proactive support by identifying common customer challenges and creating solutions or providing resources to help customers navigate the platform more effectively.
- Ensure all customer interactions are accurately documented and maintained in the CRM system, enabling better customer relationship management and support continuity.
Education
MBA - Operations Management
Subharti University
Meerut01.2019
BCA - Computer and Information Systems
Arni University
Himachal Pradesh01.2014
XIIth | CBSE -
Guru Tegh Bahadur Public School
Meerut01.2011
Xth | CBSE -
Greenland Academy
Modinagar01.2009
Skills
- Market analysis
- Product development
- Competitive benchmarking
- Project management
- Go-to-market strategy
- Data-driven decision making
Awards
- Received the Pillar of Success award for FY17-18.
- Recognised as Employee of the Month in October 2017.
- Consistently acknowledged as a Star Performer for outstanding contributions.
Timeline
Marketing Expert
Shopclues
02.2025 - Current
Team Lead
Helloverify
02.2022 - 11.2024
Team Lead
Paytm Mall
12.2018 - 06.2021
Assistant Manager
IndiaMART Intermesh LTD
11.2015 - 12.2018
MBA - Operations Management
Subharti University
BCA - Computer and Information Systems
Arni University
XIIth | CBSE -
Guru Tegh Bahadur Public School
Xth | CBSE -
Greenland Academy
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