Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
Generic

Madiha Hasan Khan

Watford,Hertfordshire

Summary

Industrious and enthusiastic Ethernet Delivery Manager with 15 years of experience proven to consistently meet productivity, business and customer service objectives.

Skilfully works with staff to enhance performance and improve processes. Diplomatic in resolving internal and customer issues to maximise results.

Excellent communication skills and experience in relationship building, influencing, negotiating, decision-making as well as demonstrating composure under pressure in fast paced environments

Keen eye for identifying bottle necks along the way and strategic problem solver for projects in jeopardy creating outstanding customer experiences

Strong analytical capability, commercial and financial acumen driven by experience in forecasting budgets for technical teams and keeping up with management of demand/supply

Interacted effectively with non-technical personnel, internal & external stakeholders, translated and communicated technical concepts to multi-functional teams to deliver change

Navigating technical knowledge of evolving wireless technologies 3G,LTE ,5G and setting thresholds on the KPIs analysed from raw data to make effective metric-based decisions

A high level of personal motivation to go beyond expectations and willingness to develop and learn

Overview

19
19
years of professional experience
1
1
Certification

Work history

Ethernet Order Delivery Manager

BT Business
London
05.2020 - Current
  • Working as the Ethernet Order manager to capture and deliver Enterprise customer projects and improve their experience profoundly causing reduction in Escalations to 90%
  • Co-ordinate the communication, providing transparent and regular status overview and demand responses from involved BT/Openreach resources and partners
  • Identify bottlenecks and proactively seek to improve business best practice
  • Managing Escalations and keeping on top of the priorities of Customer for all accounts under management and provide regular updates on several mediums
  • Using excellent organisational skills with ability to prioritise multiple work streams.

Customer relationship account manager

BT Enterprise
London
05.2017 - 04.2020
  • Build new and maintain existing client relationships as Account relationship manager to ensure continued success on long standing engagements bringing customer satisfaction level up by 87%
  • On-site Customer contact representations to evaluate the issues faced and bring back the feedback to make the process smooth for the Customer
  • Resolved customer concerns promptly to maintain satisfaction.
  • Hand-hold the prioritised projects and get them to delivery stage in time

Services Manager

Wholesale & Ventures
London
05.2015 - 04.2017
  • Driving multiple projects as Services manager in Special Projects team, monitoring end to end milestones to meet the forecast by 98% and delivery of the project progress to the Customers
  • Owning and leading all milestones of the project and updating the upstream/downstream customers regularly over different forums
  • Managing and tracking progress of the projects while keeping records of risks, issues, dependencies and decisions in accordance with SLAs and maintaining fault register
  • Oversaw workforce recruitment and development processes to guarantee service excellence.

Transmission Deployment Controller

Wholesale & Ventures
Watford
05.2014 - 05.2015
  • Acted as Transmission deployment Controller for procurement of several network equipment and product roadmap discussion with various subcontractors as a business requirement
  • Dealing with financial aspects of the radio equipment using different applications in SAP such as Project Builder, Activity Workbench.

Performance Monitoring Engineer

Ericsson
Guildford
08.2013 - 05.2014
  • Worked in the Microwave Transmission Planning and Deployment team as a performance monitoring Engineer in Ericsson, dealing with leading clients like EE, MBNL etc
  • Acted as the core deployment controller with Shareholders, MSPs, Suppliers and internal departments, and to ensure the timely delivery and management of projects and work requests
  • Contributed to the definition or revision of Deployment related processes and procedures
  • Collaborated with cross-functional teams, integrating engineering expertise with other areas of knowledge to achieve common goals.

Quality of Service Analyst

Mobilink (PMCL)
Islamabad
03.2005 - 11.2011
  • Worked in the Quality of Service team as a Quality of Service Analyst (RAN and Core Network) and measured the quality end to end by monitoring KPIs and analysing the performance in different technical reports in MS Excel, MS Word, MS Project, MS Visio
  • Offered technical advice to programmers and developers to help optimise designs.
  • Data extraction, processing and analysis of RAN and Core Network statistics to prepare major KPI reports (traffic & non-traffic related) including Network availability, Blockings, DCR, HOSR & CSSR on cell and network level presenting the true picture of the network performance to the management
  • Presenting statuses of major projects including, expansions, upgrades, capacity utilizations, blockings, network outages in C-level dashboards
  • Pre-Audit benchmarking of different operators using major KPIs (Drive tests & Stats analysis) for PTA (regulatory authority) to compare the standing of PMCL against other operators

Education

Bachelor of Engineering (B.E) – Electronics (2004) (Recognised by UK NARIC) -

NED University of Engineering & Technology

Skills

  • Budget analysis
  • Excel proficiency
  • Compliance standards
  • Logical reasoning
  • Communication skills
  • Coordination
  • Time management
  • Project Management
  • Problem-solving
  • Customer-focused
  • Service agreements
  • Order management
  • Order processing
  • Knowledge of SQL, Nemesis, ADC Build, Power BI, Excel, Word, Presentation, Project

Certification

  • Prince 2 Foundation (7th Edition)
  • Prince 2 Practitioner (7th Edition) — Ongoing
  • Power BI —- Ongoing
  • Core Network Training in France (Alcatel university)
  • Huawei RAN design training

Accomplishments

    Excellent performance award 3 times in a row in PMCL


Languages

English
Fluent

References

References available upon request.

Timeline

Ethernet Order Delivery Manager

BT Business
05.2020 - Current

Customer relationship account manager

BT Enterprise
05.2017 - 04.2020

Services Manager

Wholesale & Ventures
05.2015 - 04.2017

Transmission Deployment Controller

Wholesale & Ventures
05.2014 - 05.2015

Performance Monitoring Engineer

Ericsson
08.2013 - 05.2014

Quality of Service Analyst

Mobilink (PMCL)
03.2005 - 11.2011

Bachelor of Engineering (B.E) – Electronics (2004) (Recognised by UK NARIC) -

NED University of Engineering & Technology

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Madiha Hasan Khan