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"Harris has extensive experience in strategic planning, business development and business operations. He has over 15 years experience in Business and Knowledge Process Outsourcing. His past experience includes working with Cupola Group MEA and The Resource Group, where he crafted innovative and valuable outsourcing solutions for organizations like HSBC, citi Bank, Samsung and several other fortune 500 companies."

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Work experience

2014Present

(Founder)- Managing Director & Head of Sales and Marketing

Mascottech LLC- USA, HILLSBORO, OR

WWW.MASCOTTECH.COM

Harris  founded Mascottech LLC (based in  OR) in 2014. Mascottech LLC  specializes in custom software application development  focused at serving SMBs and Entrepreneurs. Mascottech LLC works in distributed workforce model having over 15 engineers currently working at it's partner location in Pakistan.  Harris manages the company’s overall growth and strengthening its financial performance and ensures seamless project delivery. 

Mascottech has completed successful projects  in custom application development for it's clients including CRM development, financial applications, retail applications,  HR management applications and consumer engagement applications. 

20102013

Sr. Business Development and Marketing Manager

Cupola Group MEA- UAE, DUBAI 

WWW.CUPOLAGROUP.COM 

Cupola Group MEA is the largest outsourcing service provider in Middle East. It is an investment of Abraaj Capital, a leading investor operating in global growth markets with over $7.5 billion of assets under management. 

As a Sr. Business Development and Marketing Manager, Harris was able secure several large contracts with new and existing clients. Harris has managed a client portfolio of annual revenue above 18 million USD.  

Core Responsibilities:

  • Advertising and Promotional activities.
  • Market positioning, and pricing strategies 
  • Meeting Targets for profit/loss ratio and market share.
  • Managing sales/marketing operating budgets.Optimize ROI.
  • Competitor Analysis and counter strategies.
  • Managing relationships with industry influencers and key strategic partners.
  • Establishing and maintaining a consistent corporate image throughout all service lines, promotional materials, and events.
  • Maintaining relationships with key clients and prospects, and negotiated and closed several deals.
  • Preparing periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion.
20122013

Resource Solutions MEA

General Manager

During his tenure waith Cupola Group, Harris also served as the General Manager at Resource Solutions MEA. Resource Solutions was Cupola's new venture at the time aimed at fulfilling the IT and Back office Human Resource needs of foreign and local  companies operating in GCC region. 

Core Responsibilities:

  • General oversight of all marketing & sales activities 
  • Assure a smoothly functioning, efficient operations.
  • Assures program quality and organizational stability through development and implementation of standards and controls, systems and procedures, and regular evaluation.
  • Assures a work environment that recruits, retains and supports quality staff and volunteers. Assures process for selecting, development, motivating, and evaluating staff and volunteers.
  • Recommends staffing and financing to the Cupola Group. In accordance with Cupola's guidelines, recruit personnel in the core team, negotiates professional contracts, and sees that appropriate salary structures are developed and maintained.
  • Specify accountabilities for management personnel and evaluates performance regularly.

20062010

Group Key Account Manager

Cupola Teleservices- UAe, DUBAI

WWW.CUPOLAGROUP.COM 

Cupola Teleservices is a BPO vertical of Cupola Group MEA focused on contact center and back office solutions. As  a group Key Account manager, Harris' primary responsibilities were to ensure impeccable implementation of the projects, smooth transition of day to day responsibilities to Ops/QA/Training Managers (Post implementation), followed by facilitating organic growth and expansion of the key accounts. Harris managed large BPO operations during his tenure as Group account manager implementing call center, data entry, image processing, sales campaigns, technical support teams, VOC, fraud desk and violation investigation teams.

Core Responsibilities:

  • Analyzing customer’s requirement,  business strategies and their view of the market and develop appropriate outsourcing solutions.
  • Campaign Implementation that includes operations, quality assurance and training processes. Becoming the consistent face to the customer in the formation process. 
  • Implementation of  KPIs and dashboard reporting system.
  • Training Key Account Managers and smoothly transferring day to day responsibilities to them. 
  • Grow understanding of the Key accounts business drivers that included identifying key stakeholders, organization chart, value proposition, current business position relative to opportunities.
  • Managing Client relationship and SLAs and to grow relationship through broadening scope of services.
  • Building solid relationships with the Account’s key decision makers; develop wide and deep relationships across all functions of the accounts in order to obtain an insider’s perspective on the account’s business, with a high focus on early identification of the upcoming projects, planned RFQ’s, competitive threats, etc.
  • Consistently and dependably following through on commitments and deadlines.
  • Facilitating the formation of agreements by discerning the win/win for both parties and involving the appropriate individuals that can bring about this outcome.
20032006

Assistant Manager Operations and Key Account Manager 

The Resource Group (IBEX Global)- USA AND PAKISTAN 

WWW.TRGWORLD.COM 

TRG is an investment holding company specializing in the business process outsourcing sector. TRG has an unbroken track record of over a decade in generating positive returns on each investment they have made. Harris served as an Assistant Manager Operation at TRG and a Key Account Manager of Alert Communications. Alert Communication grew from 25 FTEs to 130 FTEs under Harris' leadership. 

Core Responsibilities:

  • Implementing call center systems by ensuring correct implementation of customer interaction and voice response systems, and voice networks
  • Accomplishing human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and developing skills of employees
  • Administering Call Center scheduling systems
  • Ensuring all SLAs are met
  • Coordinating with QA and Training Manager to ensure excellent customer service and efficiency
  • Communicating job expectations, planned, monitored, appraised, and reviewed job contributions
  • Planning and reviewing compensation actions. Enforcing policies and procedures.
  • Preparing performance reports by collecting, analyzing, and summarizing data and trends
20022003

Workforce Management Supervisor

The Resource Group- USA and Pakistan

WWW.TRGWORLD.COM 

Harris served as a workforce management supervisor from 2002 to 2003 at TRG. The job helped him developed analytical skills early in his career. 

Core responsibilities:

  • Forecasting call volume demand and other contact demand volume.
  • Managing scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
  • Scheduling agent shifts and communicates shifts to appropriate team members.
  • Moderating use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.
  • Monitoring real time contact volume both call (LiveOps) and email/chat (Instant Service) support and associated service levels and staffing requirements.
  • Analysing trend of real time call arrival patterns and adjusting staffing accordingly.
  • Identify call routing anomalies using real time monitoring applications.
  • Analyzing real time contact center performance for same day staffing adjustments and call routing re-alignments.
  • Building and maintaining Workforce Management System.
  • Identifying real time call volume interruptions and system outages that impact contact center performance.
  • Maintaining accurate agent skill set inventory and scheduling recruiting / training departments involvement as required.
20002002

Customer Service Representative 

The Resource Group- Usa and pakistan

WWW.TRGWORLD.COM 

Harris served as a customer service representative at TRG. It was a great entry level experience in BPO environment. Harris has been part of several inbound and outbound campaigns and learned the traits of customer service and sales. 

Core Responsibilities:

  • Taking inbound calls for providing service and product information.
  • Technical Support Helpdesk.
  • Generated tickets for problems that cannot be resolved over the phone
  • Made sales calls for soliciting business from new customers
  • Up-sold services/products to existing customers
  • Maintained call logs
  • Maintained excellent quality scores
  • Become mentor to newcomers
  • Serve as acting supervisor
19992000

Graphic Designer and Coordinator

Align Technology(Invisalign)- usa and pakistan

WWW.ALIGNTECH.COM 

Align Technology is a global medical device company with industry-leading innovative products such as Invisalign clear aligners, iTero Intraoral scanners, and OrthoCAD digital services that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

Harris was responsible for completing Virtual Dental Treatment of following cases in an in-house 3D software:

  • Crowding ,Cross bite
  • Open bite , Dip bite
  • Distima , Spaces
  • Over jet ,Over bite
  • Distalization , Extraction
  • IPR and without IPR treatment, especially in Crowding cases.
  • Make ideal arch with improve/maintain classes
  • Treat the cases type of unlimited/limited
  • Control the production through software & manually for Aligner.
  • Accurately maintained the daily inventory data control for Aligner.
  • Correspondence about cases to all concerned Departments, like dental lab, fabrication,3D scanning.

Education

19982002

 Bachelors - information systems 

National institute of business management

Lahore Pakistan

19961998

Faculty of science Pre-Engineering 

PAKISTAN AIR-FORCE COLLEGE

Lahore Pakistan

1996

High School

Garrison boys high school

Lahore Pakistan

Skills

Marketing and Business STRATEGY 

Business Development and sales

kpo/BPO campaign implementation

databases and analytics

MS Office Tools

AGile Methodlogy

Waterfall METHODOLOGY 

Coding(python,php, HTML5, MYSQL)

References 

Fahad Siddiqui - Wealth platforms & commercialization lead at HSBC Bank, Canada

Client at HSBC

Faizan Jamal - Head of Business Management at HSBC Middle East, UAE Dubai

Client at HSBC

Jim Wilson - Vice President Transcore LP, Orlando FL 

Client at Transcore LP 

Humaira Majid - COO Cupola Group MEA, UAE Dubai

Senior at Cupola Group MEA 

Sajjad Hamid - Group Head of Sales & Marketing Cupola Group MEA

Senior at Cupola Group MEA 






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Harris has crafted winning deals in the outsourcing space for some of the most prestigious organizations in the world.