Mohammad Hussain

About Mohammad Hussain

Hello there! I\'m a seasoned Head of Global Complex Support & Service Delivery Operations with a distinguished track record in customer success and worldwide support operations. I\'ve led critical customer support operations for global Novartis Pharmaceutical, leveraging offshore delivery resources, maintaining high levels of customer satisfaction, and promptly resolving support issues. Establishing myself as an expert in customer success and support, I guided other leaders while playing a pivotal role in the success of global support. I am a dedicated problem-solver, frequently stepping in to handle high-severity customer incidents. Enriching my hands-on experience as a Director of Global Technical Support & Services, I continue to lead and inspire high-performing, diverse teams. I\'ve championed a customer-centric culture, aligning our core values with our commitment to customers, and driving the transformation of global support delivery models. I bring a passion for policy, process improvement, and talent development, plus a knack for empowering and retaining top talent within my teams. My strategies stem from my continuous focus on enhancing customer experiences and using insightful data from customer feedback, support trends, and CSAT/KPIs. I\'ve been successful in establishing a Knowledge-Centered Support organization and consistently reaching monthly KPIs with high customer satisfaction. I take pride in my ability to provide strategic leadership, drive continuous improvement, and offer constructive feedback to my team. I\'m excited to use my expertise to further the success of my roles. Let\'s chat about how I can add value to your customer success initiatives!

Experience

1. Head of Complex Support & Service Delivery Operations (Global Lead)

   Novartis

   Jan 2014 — Present · Cambridge, MA

Education

• Kennedy Western University

  Master's degree