Heading the Call Center Operations for a Domestic Client.Handling escalations and provision of timely resolution to the customers. Responsible for Client coordination to ensure smooth running of the operations and reporting on daily performance to all stakeholders.Working with the E-Commerce division on Content Development.Engaged in Business Development for the Company overall in order to diversify our client base.Working alongside the HR Department in recruiting for the Call Center Operations.Responsible for on-the-job training for New Hires by setting personal example.Also providing Soft Skills Training on regular basis to the team to enhance Customer Experience.

Responsible for strategic HR functions like Recruitment, Training and Development and drafting and implementing HR policies.
Conducting New Hire Trainings as well as Product related Trainings for new employees (two batches per week).
Ensuring that policies are being followed in letter and spirit.
Ensuring that documentation related to on boarding new employees and dependability was up to date.
Liaising with the Finance Department at the time of monthly payroll and employee separation.
Keeping all stake holders informed about the status of Trainees and upcoming batches.
Consistently performing in a very high-attrition market and the unique challenges it posed.
Conducting Trainings for employees on topics ranging from Leadership to Sales Techniques to Soft Skills and Grammar.
Also responsible for providing feedback to employees on different subjects on a daily basis.
Hiring candidates for Outbound Operation through various media for example; social media and
Print media and referrals. Interviewing and short listing candidates.
Monitoring Team Leaders’ performance and sharing action plans with them with regards to targets and their achievement.

Set up a small scale Call Center in Multan where the BPO industry is yet to make its mark.
Involved in major projects like, renovation and hardware procurement and converting the Space into a State of the Art facility suited to the needs of the operation.
Hiring candidates for Outbound Operation through various media for example; social media and Print media and referrals. Interviewing and short listing candidates.
Training the newly hired employees giving them basic know-how about Customer Services, Telemarketing and the product the Company was dealing with.
Successful commencement of dialing on given date in collaboration with the IT Department.
Maintenance of employee relations and keeping their morale high by incentivizing sales On the spot.
Managing day to day affairs and maintenance of tight controls on office expenditures & Spendings.
Monitoring employee performance and reporting to the stakeholders at the Head Office in Islamabad.
Actively involved in the registration of the Company with FBR in consultation with the Company’s lawyer.

Serving in the Training & Development Department to train newcomers in the field of Customer Service.
Effectively maintaining interest of the trainees in the courses as well as the organization.
Designing and improving upon Training modules for International, Domestic and Non-voice campaigns.
Worked on multiple audio visual presentations for New Hire Trainings as well as other trainings to existing employees and brought the projects to a successful conclusion.
Working in collaboration with Organizational Development in order to train existing employees in different spheres of their work life.
Inculcating a culture of teamwork and hard work among the trainees and participants to maximize productivity.
Working with in collaboration with the HR and Recruitment department to ensure we were hiring the right kind of employee for the right job. Panel member during recruitment seminars representing the Training & development department.

• Teaching Social Studies and Pakistan Studies in Secondary and Senior Sections.
• Head of Social Studies Department in the Secondary Section.
• Teaching and coordinating the making of the syllabi.
• Ensuring completion of the course on time.
• Liaising with parents in capacity of Class Teacher and ensuring healthy Parent-Teacher interaction.

Specialist Research Executive in the Content Development Department. Preparation of formal research papers in diverse academic fields. Ensuring timeliness and punctuality in a target oriented environment.

Summary of designations and responsibilities:

Customer Support Executive for Central Voice;
Part of an Answering Service for a 24/7 program to provide telephonic support to Doctors’ offices and Hospitals. Effectively maintained the challenging Call Handling Time of 60 seconds per call and also ensured accuracy in spellings as well as grammar.

Customer Response Analyst for BMW of North America;
Analyzing feedback from customers and preparing reports for Dealerships & Corporate Headquarters. Successfully met the high quality targets of 98% and above and received the award of Most Consistent Employee of the year.

Sales Verifier for Beckley Sales Verification Program;
Verifying sales calls for noted Insurance providers in the US.

Warranty Specialist for SquareTrade.com;
Provision of telephonic as well as email support to warranty customers regarding general as well as claims related issues. Worked on the Salesforce platform and successfully met the targets set by the onshore client.

Training Executive in International Operations;
Served in the Training & Development Department to train newcomers in the field of Customer Service. Successfully met the KPI’s for attrition and graduation counts. Successfully initiated the methodology of participative and experiential learning.

Senior Customer Relations Executive for Alert Communications;
Part of an answering service for onshore office location performed the role of a virtual secretary. Took messages for the office when it was closed or not available. Also took online orders as well as registrations for clients like Institute of Natural Resources and Lego.

First point of contact for potential customers interested in purchasing, selling or renting Real Estate.

Taught 9th and 10th class in Pakistan Studies and English. Coach of the College English Debate Team and coordinated in various extra-curricular activities at the School. Organized social and official functions at premises and outdoors.

Taught World History, Pakistan Studies and English to classes 8th -Intermediate Second Year.