Resume Manager Communication, Customer Care, Sustainability in UAE Dubai

Specialist Communications and PR, HQ Islamabad Mar 2016 till date Responsibilities: Devise creative communication strategies that fit company profile in collaboration with Parent company China Mobile Corporation, China Develop effective communication and CSR plans using appropriate strategies and tactics Organize and coordinate CSR & PR activities Nationwide Use a variety of channels (TV, press, internet etc.) to maximize company exposure Liaise with media agencies, vendors, bloggers, social media platforms and marketing professionals to ensure consistency in promoting corporate image Collaboration with Marketing and Branding team to enhance sales Coordination with Social Media, E-Channel and E-Commerce team for SEO, Website Management and internal Portals Assess opportunities for collaboration on application development and digital inclusion Prospects on Digital Education and Digital Health Platforms Contribute to the development, management, and implementation of Corporate Social Responsibility (CSR) strategies and programs Create and lead CSR communication plans and campaigns, including employee engagement, in support of the company’s CSR and sustainability efforts CRM Operations management, ERP management, Contract Management, Financials and Budget management Lead efforts to write, design, develop and promote the company’s communication plans Conduct research and benchmarks against other CSR leading companies to ensure Zong4G’s CSR practices are best-in-class Revenue driven PR & CSR Collaborations yielding long term return on investments Manager- Marketing & Sales Operations, HQ Islamabad Jun, 2009 Mar 2016 Responsibilities: Managing CRM, sourcing equipment, effective resource planning and implementing call center strategies and operations, Nationwide Handling inbound, outbound, social media and Postpaid Segments Managing Service Level, Customer Service Index and Customer Experience Management Carrying out need assessments, performance reviews and cost/benefit analysis Departmental liaison for Finance, VAS, Segments, Engineering, Legal and Procurement Monitoring and coordination System & Processes department, for product planning & SOPs Coordinating staff recruitment, writing vacancy advertisements and liaising with HR staff Monitoring random calls to improve quality, minimize errors & track operative performance Training, Coaching, & retaining staff, coordinating bonus, reward and incentive schemes Forecasting and analyzing data against budget figures on a weekly and/or monthly basis Handling and managing 42 Team leads and 1300 CSRs split in 6 different shifts Assisting HR in Screening, Shortlisting, interviews and Hiring of Call Center Staff HR Training & Development Officer, World Call NORTH REGION Feb, 2007 - June, 2009 Responsibilities: Identify training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments Consider the costs of planned programs and keep within budgets as assessing the return on investment of any training or development programs Devise individual learning plans Produce training materials for in-house courses Manage the delivery of training and development programs and, in a more senior role, devise a training strategy for the organization Manage the delivery of training and development programs and, in a more senior role, devise a training strategy for the organization Working Experience Feb, 2007 - Present Visiting Faculty (Management Sciences – BBA/MBA), COMSATS & COMWAVE Islamabad Teaching subject of HR, OD, Business Communication, Marketing, Advertising Conducting assignments, Monthly Tests & Quizzes, and semester examinations External invigilator for viva & projects Personality development & grooming and Career counselling for students Working Experience-United Nations HR & Administrative Assistant-Education, UNV Program, Islamabad Feb, 2006 - Feb, 2007 Responsibilities: Provides job candidates by screening, interviewing, and testing applicants; notifying existing staff of internal opportunities; maintaining personnel records; obtaining temporary staff from agencies. Pays employees by calculating pay; distributing checks; maintaining records Maintains human resources records by recording new hires, transfers, terminations, changes in job classifications, merit increases; tracking vacation, sick, and personal time. Orients new employees by providing orientation information packets; reviewing company policies; gathering withholding and other payroll information; explaining and obtaining signatures for benefit programs. Documents human resources actions by completing forms, reports, logs, and records. Updates job knowledge by participating in educational opportunities; reading professional publications. Assist in recruiting and selection of resource Handling Training & development arrangements and material preparation Work Experience-Media, Advertising & Broadcasting Radio Jockey, VO Artist & Creative writer - FM 101, PBC, Islamabad. Mar 2003-Present

MBA - HR, COMSATS, Pakistan 2007 Bachelors of Computer Sciences , Institute of Computer Languages, Pakistan 2004

Creative Writing, Ministry of IT & Telecom, Islamabad Hands-on SEO, Ministry of IT & Telecom, Islamabad Digital Media Marketing, Ministry of IT & Telecom, Islamabad IELTS-British Council, Islamabad Certified Six Sigma Certified PHR (Professional In Human Resources) Change 180 Certified PRC (Professional Recruiter Certification) Change 180 Certified YOGA & Fitness Trainer Hands on SEO and Social Media Marketing, COMSATS, Islamabad Advanced Foreign Language Course, IRC, Pakistan Advanced course in Office automation, SEO & Internet Navigation, IBMS Islamabad, PK. FOSP(Fiber Optics System Professional) - CET Islamabad, Pakistan CRM & Project Management, Zong, Islamabad Lean Six Sigma Orientation, Zong, Islamabad Six Sigma Yellow Belt, Zong, Islamabad Team building, managing & leading and capacity building, Zong, Islamabad, Pakistan Customer care, personal grooming, communication skills, World Call, Karachi, Pk. Executive development workshop, COMSATS, Abbottabad, Pakistan Report Writing, communication and presentation skills, PBC, Abbottabad. Customer Services, Personal Grooming & Hospitality Leadership Skills Training & Workshop, COMSATS Contact Center Fundamentals & operations and Bring the Smile Back-Customer Care

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United Nations Registered Volunteer AWARD-“Passion” value icon award received in whole Customer Care, Zong, Islamabad LECTURER-Visiting Faculty Member, Department of Management Sciences, COMWAVE YOGA -Certified Yoga Trainer and practitioner EVENT MANAGEMENT-Part of ZONG’s Event Management Team since 2010 POETRY-Winner All Pakistan Mushaira 2009 PRESENTATIONS: Best Presenter of the year 2007, The Presenters Workshop PHOTOGRAPHY & DOCUMENTARY: Winner Inter Competition 2006, 2014 and 2015 EDITOR- Monthly Magazine in Urdu & English, article’s writing, editing, proofreading WRITER- IBC Urdu and Sunday Chronicles