Shumaila Aslam
Management/ Education/ Insights/ Training/ Process/ Quality
Summary
Highly motivated, dependable, innovative, problem solver, sound decision maker, Design / plan / organize competency Well experienced in Process design & improvement and Insights & analytics – Employees’ Training & Development, Project Management 4+ years’ experience in Education domain as a trainer/ teacher/ facilitator, coordinator, Event Planner- Curriculum designing/ planning
Overview
20
20
years of professional experience
Work History
Managing Service Excellence (Insights & Analytics/Process Design & Improvement/Quality Assurance/Training & Development)
Telenor
02.2021 - 02.2022
- Delivering insights and providing actionable recommendations based on reported results, benchmarks
- Leading periodic training and discussions around common client requests, and relevant new tools and technologies
- Managing prioritization of clients based on needs and strategic importance to the company
- Developing standardized processes
- Validating that deliverable (e.g., reports, dashboards, analysis) continue to deliver business value by working with stakeholders on an ongoing basis
- Facilitate teams to critically review current processes for effectiveness, quality and simplification
- Develop and implement process solutions to improve operational efficiency
- Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement
Governance & Insights Specialist
Telenor
02.2019 - 09.2021
- Leading Agile Projects, Business Analytics, Root cause identification & insight generation, Customer journey mapping, Opportunity identification/Solution proposal & follow up against experience initiatives Forums with stakeholders & management, Resource development within team
Project Specialist (On-boarded Outsource Partner)
Telenor
01.2020 - 03.2020
- (Was nominated by the management to complete the project) (Segments: Prepaid, Postpaid, Retailers, Web-Chat, CSAT) Planned Training material Module development, Trained management, Trained first batches, Governed further training, On-boarded successfully all the segments
Training & Development Specialist
Telenor
02.2017 - 02.2019
- Plan/ design/ execute, on-boarding OSPs new hires batches- Ensure program or courses in training and development are aligned with the organization’s principles and goals- Manage training and development schedules and budgets (where required)- Train other trainers and supervisors on effective training and development methods- Develop and implement skills development courses that use resources efficiently- Conduct TNA, Develop/ Create modules on functional/developmental Training, Work on people development- Work on new ideas ....- Make improvement plans
Internal Auditor Quality Assurance
Telenor
08.2016 - 01.2017
- -Framework designed for Internal Evaluations-Automated Reporting Sheet Designing and making (to calculate the scores of each & single attributes of COPC scores
- -Reporting & Analyses of COPC & Internal Auditing -Internal Health Check for Quality Evaluations- Alignment on Processes -Live coaching of evaluators to minimize the disjoints -Evaluators’ improvement plans
Quality Assurance Specialist
Telenor
04.2015 - 07.2016
- -Reporting & Analysis of quality interactions for different units and queues-Conduction of Quality Sessions-Identify the areas of development and design/recommend targeted training/coaching for effective and efficient delivery of service-Process Improvement in accordance with customer satisfaction
Outbound Contact Center Specialist (Team Leader)
Telenor
11.2014 - 03.2015
- -Reporting & Analysis-Conducting Outbound Fundamentals workshops-Pioneer managing Handset Sales Project successfully -People Management -Working on growth & development of unit members by giving them exposure, experience and education -Stakeholder Management
Contact Center Executive
Telenor
11.2007 - 10.2014
- -Backup Team Leader -Business Backend &Vas Support Specialist. -Trained New Recruits -Floor Management -Top Up seller -Effective Customer complaint handling with First Call Resolution
- -OSP EXECUTIVE -Vendor Management-Kept Performance Check -Data Analysis-Coordinated between stakeholders
Backup Executive Principal
Dar e Arqam Schools System
08.2003 - 11.2007
- Experience of HR Department - Head of English Department - Coordinator Senior Sections
- New Recruits hiring - Training and workshops for new and senior staff members
- Identified training needs and training gaps
- Managed daily roster, scheduling – Coordinated between executive, directors and staff members
- Visited different branches of school to check performance
- Designed Procedure Manual for Planning & Development Department of School
- Students Counselor
- Photo copy account management
- Best Teacher 2003-2007 (English, Pakistan Studies) – Produced Excellent result in 9th & 10th board exams
- Curriculum Designing - Compiling English, History, Geography workbooks
- Reviewed different publishers’ English, History, Geography, S.Studies books to be chosen for curriculum
- Wrote News Letters, Official Letters, made yearly Calendar, subject planning for the year
- In charge extracurricular activities - Organized school functions Workshop Designed & Organized: Topic: Phonetics & Phonology Comprehension solving in the classroom
Administrative
WISE (NGO)
02.2002 - 07.2002
- -Assisted in electronic data processing department-joined as an intern and got permanent position after a month's performance-managed to handle accounts work-correspondence-administrative tasks-coordinated and managed appointments-organized charity programs
Education
MPhil. - Applied Linguistics
University of Lahore
MA - English Literature
PU
PGD - Information Technology
Home Economics College
PGD - English Language Teaching
PU
Skills
- Educationalist
- Training & Development
- Projects Leading
- Curriculum development & designing
- Insights & Analytics
- Managing & Collaborating Teams
- Process Design & Improvement
- Quality Assurance
Timeline
Managing Service Excellence (Insights & Analytics/Process Design & Improvement/Quality Assurance/Training & Development)
Telenor
02.2021 - 02.2022
Project Specialist (On-boarded Outsource Partner)
Telenor
01.2020 - 03.2020
Governance & Insights Specialist
Telenor
02.2019 - 09.2021
Training & Development Specialist
Telenor
02.2017 - 02.2019
Internal Auditor Quality Assurance
Telenor
08.2016 - 01.2017
Quality Assurance Specialist
Telenor
04.2015 - 07.2016
Outbound Contact Center Specialist (Team Leader)
Telenor
11.2014 - 03.2015
Contact Center Executive
Telenor
11.2007 - 10.2014
Backup Executive Principal
Dar e Arqam Schools System
08.2003 - 11.2007
Administrative
WISE (NGO)
02.2002 - 07.2002
MA - English Literature
PU
PGD - English Language Teaching
PU
MPhil. - Applied Linguistics
University of Lahore
PGD - Information Technology
Home Economics College
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