Mohammad Hasan

About Mohammad Hasan

10 years of experience in different roles within Support & Customer Success teams…

Experience

1. Customer Support Manager Apac

   Chainalysis

   Jan 2022 — Present

   Focused on scaling the APAC Support team and doubling the headcount by EOY, while contributing to a better leadership presence in the region. • Set up a dashboard to report on monthly KPI metrics (volume, CSAT, FRT, etc.), used to plan headcount, manage performance, etc. • Responsible for the daily operations of the APAC, ensuring all KPIs (CSAT, SLA, etc.) are met. • Hired direct reports in multiple countries (Australia, Korea) and managed the team remotely from Singapore. • Enabled my team to achieve an SLA of 99% & CSAT of 96%, by promoting knowledge sharing & improving Zendesk workflows. • Implemented a new employee onboarding process which cut down the onboarding time from 60 days to just 30 days). • Hold regular 1:1 with direct reports, provide coaching & draft personalized career development plans for the whole team. • Act as the regional Incident Manager and handle escalations from the Support team during emergencies, while liaising with multiple stakeholders (on-call engineers, PMs, CSMs) and own the incident workflow (PagerDuty, Statuspage). • Handle public support communications for urgent product issues and incidents for Chainalysis SaaS products. • Achieved an average of 4.5 points out of 5 in weekly team pulse surveys

Education

• National University of Singapore

  Bachelor of Engineering (B.Eng.), Electrical Engineering

Skills

• C++
• Android Development
• Android Sdk
• Css
• E-Commerce
• Css3
• Microsoft Publisher
• Microsoft Office
• Microsoft Word
• Lightroom
• C
• Html
• Photoshop
• Microsoft Excel
• Photography