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
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
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
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC