Part of Industrial Advisory Board for School of Pharmacy UMT, aimed to create a bridge between academia and Industry.

Responsible to develop effective HR action plans in line with company strategy with an objective to facilitate and support organizational change, achieve performance driven culture (performance management, talent management). Increase employee engagement and drive cultural interventions. Contribute in HR Strategy and lead HR business partners & Learning Teams

•Management of organizational learning & development activities•Plan, develop and implement online learning and classroom training that address organization-wide and unit-specific training and development needs•Assess and determine the quality and content of training including course design, instruction, program evaluations, training materials and learning reinforcement strategies to enhance the effectiveness of employee performance in achieving goals and objectives of the organization•Assessment of External Training Houses proposals•Managing Performance Management system for more than 4500 employees

Managing Training requirements for entire CS department.

ISO Audits for Ufone CS, reporting and coordination with all stakeholders

• Responsible for all types of trainings that are required for all Customer Care touch points to ensure optimal performance of their existing duties as well as to prepare them for future growth.• Responsible for assuring Quality of Service level of Customer Care Centers, Franchise Centers, Corporate Account Managers and the Regional Contact Center by monitoring performance and KPI records. • Acceptance testing of new products and services and related policies before the commercial roll outs. Correspondence with various departments and giving feedback to Standardization team to coordinate with outsourced vendors (Avaya, Utibah, 10Cube, Inov8 etc.) in order to stream line CS processes and policies.• Responsible for studying and analyzing systems and processes and suggesting changes for implementation in designs, training formats, documentations, procedures etc.• Working on rotation as Coordinators for each touch point (Customer Care Center, Contact Center and Franchise Sector), Major responsibilities coordinate with regional managers for improvement plan.

Responsible for Customer Care of High revenue Mobilink Subscribers. Record Holder at Mobilink Customer Service by winning two performance Awards in the first 4 months of joining. Declared “Employee of the Month” Twice among more than 300+ Agents and also recived a number of awards on Quality and initiatives.

Worked in Harrods Home Shopping Campaign and also worked in mail orders section.