Hasan Malik

Founding Member at OkayKer
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Contact Information
us****@****om
(386) 825-5501
Location
Lahore District, Punjab, Pakistan, PK
Languages
  • English -
  • Urdu -

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Bio

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Credentials

  • Situational Leardership
    HRS Global
    Dec, 2012
    - Nov, 2024
  • Emotional Intelligence
    HRS Global
    Nov, 2012
    - Nov, 2024
  • Innovation and Creativity
    HRS Global
    Jun, 2012
    - Nov, 2024
  • Decision Making and Problem Solving Skills
    HRS Global
    Mar, 2012
    - Nov, 2024
  • Business Etiquettes and Professional Development Program
    HRS Global
    Nov, 2011
    - Nov, 2024
  • Vision and Value
    HRS Global
    Jun, 2011
    - Nov, 2024

Experience

  • OkayKer
    • Pakistan
    • Wholesale Motor Vehicles and Parts
    • 1 - 100 Employee
    • Founding Member
      • Apr 2023 - Present

      Fixing Autocare @okayker Fixing Autocare @okayker

  • CarFirst
    • Pakistan
    • Internet Publishing
    • 100 - 200 Employee
    • Head of Customer Experience
      • Oct 2021 - Mar 2023

      • Developed SOPs and protocols for inspections, customer interactions, and app usage and adoption to ensure quality and compliance with industry standards. Rolled out Logistics, Quality Control and Claims policy for the entire organization.• Responsible for conducting market surveys and implementing mystery shopper program. Acting on evidence from research reports with respective heads of departments to improve overall flow of data/information across the entire organization, resulting in 25% increase in conversions. • Devised performance criteria for various departments including inspection, purchase and call center for improvement in accuracy of inspection reports and overall customer experience. Increasing the inspection accuracy by 35% and bringing the customer complaints down by 55%.• Developed and implemented a matrix of vehicle evaluation for purchase center staff to boost performance and improve customer experience resulting in an increase of vehicle purchases by 20% within the first quarter. Show less

    • Head of Quality Control & Claims
      • Sep 2018 - Jan 2023

      • Designed and implemented CarFirst Certified Vehicles Program- the first program to provide warranty on used cars with the help of inspection report and quality control procedures.• Conducting regular trainings, development workshops, monitor warehouse ops, app audits and spot checks.• Solely accountable for giving out monetary claims to buyers based on inspection report investigations bringing down the deal reversals by 38%.• Led monitoring exercise at purchase centers alongside performance evaluation of call center agents against set marking criteria, sharing monthly performance report cards with each individual through HR.• Conducting regular trainings, development workshops, monitor warehouse ops, app audits and spot checks. Show less

    • Head of Purchase Operations & Pricing
      • Oct 2017 - Sep 2018

      • Responsible for monitoring Purchase center activities including customer feedback, standardized communications strategy for every center, employee presentability and interpersonal skills, and maintenance of safety standards and protocols.• Responsible for generating and approving pricing offers in real-time for all vehicles at multiple Purchase Centers based on vehicle inspection data, with an average of 50 cars a day.

    • Manager Inspections
      • Jan 2017 - Oct 2017

      • Designated lead on partner engagement; delivered multiple successful events like Dealer Onboarding and Car Gala (Pakistan’s leading auto trading event) in multiple cities trading over 1500 cars in 3 days.• Helped design, develop and refine the CarFirst Inspection app to automate the inspection process and record 200+ key inspection points to support efficiency in live auction and pricing functions, leading to an increase in purchases by 10x in 4 years.• Lead import of 600 vehicles from Japan for CarFirst through strategic import partners and clearing agents. Show less

  • ACG Pakistan
    • Lahore, Pakistan
    • Director Business Development
      • Apr 2015 - Dec 2016

      ACG Pakistan draws upon its rich experience in Marketing, Research, Advertising and Animation industry. ACG offers the best possible solution for business and help clients in effective business strategizing. Directing teams to strategically identify new business opportunities, conduct market research, develop communications and PR campaigns. Servicing commercial clients from the IT, Telecom, Consumer Goods, Construction, and several other sectors PR activities at a district and national level, including radio shows, youth events, coverage of positive narratives, TV shows and coverage, etc. Show less

  • Al-Basit Enterprises
    • Pakistan
    • Facilities Services
    • 1 - 100 Employee
    • Business Development Manager
      • May 2012 - Apr 2015

      Sector Head for Fashion, Hospitality, Food and Beverages and Events for Print Business.

    • Client Relationship Manager
      • Jan 2011 - Apr 2012

      Serviced commercial clients from the Fashion, Automotive, FMCG, Hospitality and Educational sectors.

Education

  • BNU
    Multimedia Systems & TV, Film Theatre
    2004 - 2007
  • Aitchison College Lahore
    1990 - 2000

Community

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