Iffat Agha Email & Phone Number

Islamabad, Pakistan

Islamabad

Human Resource:•Increase management's effectiveness by recruiting, selecting, orienting, training, coaching and counseling, managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational/training opportunities.• Maintain quality service by establishing and enforcing organization standards according to ISO 9001:2015 &, ISO 27001:2013, ISO 20001:2018, CMMI Level 5 and ensure smooth execution of all policies & procedures related to HR.• Maintain organization’s staff by establishing a recruiting, testing, and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews; recommending changes.• Plan and arrange new employee orientation/On-Boarding to foster positive attitude toward company and company goals.• Prepare budget of human resources operations.• Prepare reports and recommends procedures to reduce absenteeism and turn over.• Administer benefits programs such as life, health, and pension plans, vacation, sick leave, leave of absence, and employee assistance.• Keep records of benefits plans participation such as insurance and pension plan, personnel transactions such as hires, promotions, transfers, performance reviews, and terminations, and employee statistics for government reporting.Administration:• Achieve financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring costs; analyzing variances.• Ensure smooth day to day office operations in terms of electricity back-up, kitchen and office supplies, managing wear and tear of office goods, repair & maintenance. • Arrange purchase printed materials and forms by obtaining requirements; negotiating price, quality, and delivery; approving invoices.

Islamabad

Through a host of consulting, recruitment and interventional training services, we deliver customized solutions that are tailored to the specific needs of the organization.Our consulting services cover the areas of customer experience management while the training interventions go broader, offering a host of services across the domains of Customer Experience Management and Organizational Behavior.Thorough Needs assessment exercise is our forte, to be able to deliver the required impact and the return on investment to our clients. Our Programs include:• Recruitment/ Resource Acquisition• Leadership• Management Development Program (MDI)• Effective Communication Skills• Giving Signature Presentations• Stress & Time Management• Work-out (GE Model)• Change Acceleration Process (CAP)• Off-line Leadership Retreats & Team Building activities• Team Building• CEx Management through Voice of the Customer• Customer Satisfaction Research• Top Down NPS• Customer Feedback Loop (CFL – Bottom Up/ Transaction Based NPS)• Customer journey mapping• Customer experience driven through all front-end channels

Islamabad

CUSTOMER EXPERIENCE & QUALITY ASSURANCE  Successfully rolled out and conducted all “Customer Excellence” sessions for North Customer Care teams.  Played a key role in implementing and rolling out NPS/CFL measures, team huddles and one to one sessions. Analyzed customer pain points through NPS/CFL reports and arranged trainings to address issues resulting in a steady decrease in number of detractors and increase in NPS scores throughout the year. Supported successful roll of Business Transformation of Customer Care Centers to Business Centers. and the launch of Project “Finance Store” transfer to Business Centers.. Designed and implemented the New Hire Assessment Centers which led to quality resource hiring and improved post training performance of the agents by approximately 20%. TRAINING/FACILITATION  Planned and supervised all training need analysis, design, content, schedules, budgets and logistics for Customer Care Division, whereby ensuring state of the art service delivery. As Mobilink’s Executive Trainer designed & delivered “Train the Trainer” , "Time Management”, “Advance Presentation Skills” for Mobilink employees and an exclusive 2-day training “Women’s Executive Leadership Program” for emerging Mobilink female leaders from HR-OD platform. Initiated and launched Franchise eLearning project to increase training footprint, accelerate learning process and minimize training costs drastically Initiated and launched QAST TMS (Training Management System) a state of the art module to log and report all training related activities and feedback. Led all the 23 Customer Excellence sessions for NorthPEOPLE MANAGEMENT & PLANNING  Recruited and formed fully functional Quality Assurance & Training team in North. Developed yearly team objectives, enabling and assisting them to achieve set targets by providing them with motivation, drive and vision.  Identified team's training needs and arranged relevant training for them.

Islamabad

 Managed and supervised all the Call Center and Front Office day to day administrative, reporting and man management activities whereby ensuring a state of the art Customer Service delivery to Diallog clients.  Supervised the monthly bill printing process, payment records, departmental reports and the regular documentation reconciliation process. Dealt personally with Corporate Customers to build a strong Company-Client relationship for long term Customer loyalty & retention.

Islamabad

 Managed “Kudos” a self-owned fast food restaurant in Islamabad. This incorporated a direct supervision of all financial, administrative and marketing/PR activities of the outlet.

Islamabad

 Managed and supervised all the Customer Service and Credit Control activities, which incorporated monthly billing, dispatch, revenue collections, regular correspondence, providing resolution for all Customer Service related operational issues and dealing personally with Corporate Customers, directly contributing to a state of the art Customer Service delivery and customer loyalty and retention of some major Clients.

Islamabad

 In charge of all In-House sales activities inclusive of regular field visit plans, reporting, developing and formulating Marketing strategies for Business Development.

Islamabad

 Was one of the founding members of the Customer Service Division in North and contributed to the operational infrastructure by introducing a filing system, processes, procedures and documentation of SOPs. Managed all Customer Service related activities and reporting of the Center, trained new recruits into the Division and liaised inter-departmentally for smooth Customer Service delivery.

Mba, Hrm

Bachelor Of Arts, English Literature & Psychology

Diploma (1 Year), German Language