Professional Documents
Culture Documents
Career Objective
Best utilization of my managerial, analytical and communication skills with broader responsibilities to allow
professional growth and an opportunity to make a solid contribution to the overall efficiency and operations of a large
organization along with the learning of new techniques to carry out the assignments efficiently, dynamically and
preeminently
Career Summary
Motivated Experienced Professional having more than 8 years of work experience in large and Multinational
Organizations with the blend of required attitude, experience and qualification
Current work assignment (Since July 2011)
Program/Project management
Team management
Human resource management
Receivables management
Marketing/Sales
Past work experience (6 years)
Banking
Customer services
Quality assurance (Customer services)
Counseling/Communication
Customer handling
Achievements
Leading the PSO (Lube Revival Plan) as an Acting Program Manager since July 2012 (After the resignation of
Program Director)
Successfully handled multiple tasks of PSO (Lube Revival Plan) under immense pressure after successive
resignations of important team members (Program Director, Reporting Coordinator, HR Manager, etc)
Promoted as an HR Manager for PSO (Lube Revival Plan)
Successful timely recruitment of sales force for High-Street and Key Account segments for PSO (Lube Revival Plan)
Selected to initiate Quality Assurance (Customer Services) setup in HBL
Exceeded the required Quality Assurance (Customer Services) targets within few months in HBL
Promoted to a higher grade (Officer II) in HBL due to consistent performance
Promoted to Union bank payroll within a year due to consistent performance
Received award for most effective customer services in HBL and Union Bank
Work Experience
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Managing the Lube revival plan outsourced by PSO to Brand Brigade for the planning and execution of various
marketing/promotional campaigns of PSO lubricant products and for the recruitment and management of the
nationwide sales force. In addition, also managing PSO distribution houses and marketing activities back checking
for lube revival plan
Recruitment planning of High street, Key account and program management team of around 150 approved
positions. Also responsible to arrange temporary staff for various activation and marketing/promotional campaigns
of PSO lubricant products in malls, super stores, etc as and when required by the PSO management
Heading the program management team responsible for the following tasks:
Providing administrative support to the sales force
Maintaining the daily sales management system (Nationwide)
Verifying monthly travel expense claims of the sales force
Back checking of PSO distributions, high street oil markets, marketing/activation campaigns, etc
Providing temporary staff, transport, printing, giveaways, etc support during marketing/sales promotion
activities
Prepare monthly sales report and highlighting week performers to the PSO management
Manage and supervise the payroll function and ensure that payroll records and files are properly maintained. Also
ensure that the payroll information is kept confidential
Respond to different queries concerning payroll and receivables-related matters
Plan, control and ensure that the monthly payroll and final settlement payments are made in a timely and efficient
manner and in compliance with the company policies
Prepare and update job descriptions of the entire workforce with the help of Program Director
Coordination with the regional managers of PSO for annual appraisals of the sales force
Attendance and leave management of the entire workforce with the coordination of Regional Data Analysts and
admin/program coordinators
Endorsing the monthly travel expense claims provided by the sales force and ensure their timely reimbursements
Manage the accounts receivables function, ensure and participate in timely follow-ups with all concerns to ensure
receivables invoices are approved, processed and collected on time in adherence to the SOPs
Review accounts receivables for outstanding invoices and follows-up for their timely collection
Prepare travel plan/costing for various marketing activities back checking, PSO distribution houses & high street
markets back checking by the program management team
Prepare research/survey/back checking reports with the coordination of program management team and share
findings/analysis with PSO management
Key Responsibilities
The key responsibility is to make sure that customer will have a WOW experience while interacting with the phone
banking team. At the same time responsible for identifying gaps that has a significant impact on the service level of
the department and proposes ways to overcome those irregularities
The other core responsibilities include:
Decision Maker for the new hires to get on board
Evaluating recorded interactions and highlighting irregularities
Analyzing and Summarizing customer feedback to give insights to the management
Conducting Training Sessions regarding QA parameters
Sending TNA (Training Needs Analysis) to the training team
Sending QA observations and recommendations weekly to the entire team
Ensuring for FCR (First Call Resolution)
Key Responsibilities
Providing efficient and secure banking services to the customers
Coordinating between customers and various departments/units for efficient request handling
Monitoring team performance by tracking and comparing against given SOPs and targets
Supervising night shifts and in contingency situations
Education
MBA Masters in Business Administration (Marketing)
Iqra University (Main Campus), Karachi
2012
2006
2002
1999