Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Zohair Hashmi

Zohair Hashmi

Bedford,TX

Summary

Aspiring leader with over 10 years of Product Management, Loyalty, and Call Center management experience. Ability to inspire thought-provoking questions with the ability to engage leadership to help achieve ultimate goals. Experienced in scaling Member Services operations in a Fortune 500 environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Manager, Product Solutions

CVS Caremark
06.2022 - Current
  • Managed products within the CVS Specialty Suite
  • Managed end to end process of a product from Scoping all the way to delivery
  • Implemented and developed operational standards, policies and procedures.
  • Developed proposals and presentations for internal and external audiences.
  • Worked in Agile and delivery transformation environment with the XP Programming ideology to move products faster to market

Senior Product Manager

American Airlines
03.2020 - 06.2022
  • Establish a long-term Mobile Strategy for American Airlines Airport Agent Workgroup
  • Build a roadmap based on Objectives and Key Results and the broader American Airlines airport experience vision
  • Work with the UI/UX and Dev team to help develop a responsive as well as a streamlined Interface and experience for airport agents
  • Assign and prioritize Mobile Airport Agent application features
  • Deploy and manage over 10,000 devices throughout the American Airlines system
  • Work with Hardware and Software vendors domestically and internationally on developing the most successful device and application strategy for Airports

Senior Product Manager

Lounge Innovation, American Airlines
12.2018 - 03.2020
  • Build and improve on an innovation strategy on hardware, software, and support systems within the American
  • Airlines Admirals Clubs
  • Manage onshore and offshore IT and Support teams to support American's Loyalty platform
  • Work with UI/UX team to deploy Mobile registration for American lounges
  • Provide leadership and guidance to IT as well as Business Units on future road map and delivery as well as OKR's
  • Maintained Siebel-based Loyalty platform to enhance the user experience for Admirals Clubs
  • Assisted Dev team with enhancements and setting baseline during Siebel platform upgrade
  • Work with IT and Business Leadership to enhance customer experience at the Admirals Clubs
  • Create and present content to leadership and key stakeholders at quarterly Customer Planning Summits, leadership Steering Committees, and biweekly meetings with PGS leadership
  • Work with external vendors for enhancements and upgrades to WiFi, Lounge Strategy, Hardware, and Point of
  • Sale devices

Senior Product Owner

American Airlines
02.2017 - 12.2018
  • Manage and enhance Customer Baggage Notification product
  • Manage onshore and offshore teams and work through the success and strategy for the Customer Baggage
  • Notification program

Senior Product Owner

AAdvantage Redesign, American Airlines
10.2014 - 02.2017
  • Work across several IT and Business groups to launch the CBN product as well as provide continuous success measures
  • Engage with customers, gather and assess feedback to make enhancements to CBN
  • Present CBN roadmap, goals, and achievements to Senior Leadership
  • Work with the CBN Program team to enhance the product
  • Transformed the CBN program development from Waterfall to Agile methodology, Elaborate AAdvantage Redesign user stories for AAdvantage Member Services
  • Assess customer feedback based on Pulse Surveys and Voice of the Customer results and make decisions and assist with designing ACS policies
  • Design and lead AAdvantage Redesign Policy & Reference for AAdvantage Member Services
  • Make key decisions to improve performance and processes for AAdvantage Loyalty System
  • Assist with development of training for AAdvantage Redesign

Product Owner

Call Center Technology, American Airlines
02.2013 - 10.2014
  • Made key leadership decisions for the largest loyalty system overhaul at American
  • Assisted AAdvantage in the biggest overhaul from Mainframe-based Loyalty platform to Siebel Loyalty
  • Trained over 400 AAdvantage leaders and call center Reps
  • Communicated key Loyalty & Insights needs during development and implementation for AAdvantage Member
  • Services
  • Assisted in identifying, tracking, and solving defects
  • Identified and communicated enhancements and improvements post-launch for AAdvantage customer service

Analyst

American Airlines
08.2012 - 02.2013
  • Coached and Mentored over 70 Representatives to consistently exceed performance metrics
  • Contributed key policy changes and decisions based on constant feedback loop from customers and representatives
  • Monitored calls to evaluate performance using the NICE application

Education

Bachelors of Science - Business Administration

The University of Texas of the Permian Basin
Odessa, TX
05.2015

Skills

  • Digital Strategy, Customer Insights, Product Ownership, Product Management, Management, Marketing, Loyalty, MS
  • Siebel CRM, Quality Control, Rally, Product ownership and management
  • Fluent in Urdu / Hindi, Agile Methodology
  • Languages
  • Hindi, Urdu
  • Texas Licensed Real Estate Agent

Certification

Texas Licensed Realtor

Timeline

Senior Manager, Product Solutions

CVS Caremark
06.2022 - Current

Senior Product Manager

American Airlines
03.2020 - 06.2022

Senior Product Manager

Lounge Innovation, American Airlines
12.2018 - 03.2020

Senior Product Owner

American Airlines
02.2017 - 12.2018

Senior Product Owner

AAdvantage Redesign, American Airlines
10.2014 - 02.2017

Product Owner

Call Center Technology, American Airlines
02.2013 - 10.2014

Analyst

American Airlines
08.2012 - 02.2013

Bachelors of Science - Business Administration

The University of Texas of the Permian Basin

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Zohair Hashmi