Key duties include. Managing Upsell POD from Customer Support side. Schedule and coordinate meetings. Conduct employee performance reviews. Develop good customer relationships. Participate in recruitment and dismissal processes. Smooth out problems within the workplace. Address employee and customer concerns. Develop strategies for better workplace efficiency and goal achievement.  Email and phone correspondence. Liaise between managers, customers and employees. Provide direction to staff. Monitor spending patterns and budget. Fill in for Manager in times of absence. Make executive decisions, hold meetings, and provide accountability. Support ongoing learning and development of team members. Help create and foster a respectful and inclusive team environment.

Key duties included are as follow. Handling customer technical support cases through phone and email submission Evaluating system potential through assessing compatibility of new programs with existing programs Improving existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations Maintain client confidence by keeping their information confidential Preparing reference material for users by drafting operation instructions

Worked as Business Development Executive in Islamabad Office, my key responsibilities are; Develop a strong pipeline of new business customers through direct or indirect contacts Handle incoming inquiries regarding corporate deals. Research, analyze and make recommendations regarding sponsorship's. Helping to develop new areas of focus that will capitalize on market, regulatory and industry changes

Store Manager,Customer Service and Sales Representative, Promoted to manager position to recruit, train and supervise 15+ customer service reps and cashiers. Environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure customer gets the best advice about products and services.  Served on special taskforce charged with turning around under-performing stores. Trained CSRs and managers in two struggling stores, and contributed to significant improvements in customer satisfaction and sales. Exemplified the second-to-none customer service delivery for which ABC Superstore is nationally renowned in all interactions with customers.  Implemented performance management standards and expectations, improving overall department performance more than 15%. Introduced training programs that enhanced employee performance and helped build a motivated workforce

HR Specialist,Worked with close coordination with the regional office and Group office in Islamabad. Communicates with employees, departments, administrators, applicants and the public for the purpose of providing information and assistance concerning employment, procedures, personnel records and related legal requirements. Participates in the application of labour contracts. Recommends improvements or changes to program or operation policies and procedures.  Maintains and processes confidential, sensitive information. Participates in work planning and goal setting. Assists in collecting, preparing and reviewing data for reports, proposals and other formal written communications; ensures that all reports and correspondence achieve a high level of quality. Maintains a variety of employment files and records, compiling pertinent employee information for the purpose of ensuring the accuracy of employee compensation. Uses independent judgment, initiative, and good human relations and problem-solving skills in the application and follow through on actions. Processes and completes personnel forms as necessary on new and terminating employees, ensuring that employees have appropriate credentials, licenses, examinations, etc. Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Recruitment Coordinator, Guiding the startup and management of a full spectrum of HR operations systems and programs. Worked with senior management to create HR policies and procedures; recruit employees; create group benefits databases; and develop orientation, training and incentive programs. Manage leave-of-absence programs and personnel records; administer benefits enrollment and programs.Routine Duties: Maintain knowledge of staffing needs for each department and familiarity with essential job functions. Serve as HR point of contact for directors, managers and other employees for inquiries and administrative issues. Provide accurate advice to department directors on procedures, reports, requirements, and other administrative matters. Coordinate various HR projects, including updating hundreds of job descriptions, employee handbook, and competencies for annual evaluations. Create and maintain job postings on internal applicant tracking system and internet job boards. Source candidates using resume databases, networking, internet job boards, cold calling, media advertising, third-party recruiting firms, and employee referrals. Process employment applications, evaluate qualifications, conduct interviews, make hiring recommendations, and maintain current records on status of personnel requisitions. Consulted with clients to assess needs of employer, interpret employment contracts, negotiate salary, benefits and coordinate employee transition.

Mobilink (An Orascom company) — People Manager (Team Lead),Promoted to people manager position (Team Lead) to train and supervise 15+ customer service representatives. Mobilink an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage team’s operations to ensure friendly and efficient service to the customersRoutine Duties: Conducting different analysis for call traffic/ quality surveys-evaluations/contact centers KPIs Looking after and directing administration on day to day issues Responsible for management and leadership of the call center Implemented performance management standards and expectations, improving overall department performance more than 15%. Responsible for Interview and selection of agents and supervisors Responsible for Supervisor Training of performance management, documentation, performance review documentation, and Interview and Selection Worked with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary action, performance reviews, and discharge disputes. Implemented recognition incentives, enhancing employee morale and productivity. Ensure all service levels for all areas are met. Set goals for call center technicians concerning call and quality metrics. Conduct annual performance evaluations. Ensure center is adhering to all state and federal inbound laws and guidelines. Ensure all areas are performing at the highest level by maintaining, enforcing, implementing numerous  Quality based initiatives. Took part in projects to increase employee and customer satisfaction, as well as increased revenue and efficiency for the company. Experience with daily multi-tasking on a variety of projects.  Experience with developing new strategies and teams within the organization. Responsible for training, motivation, and accountability of a team of 15+ customer service representatives