Objective & Skills Summary

Award winning, accomplished strong result-oriented Management exe with 11+ years of experience in Project management and Marketing (from concept to implementation). Expertize include

oLeadership, Training and Team Building

oHR system reporting and data analysis

oHR Projects and initiatives.

oDocumentation, managed SOPs and Re-engineering

oConflict management and Negotiations expert

oHR Q&As, polices and procedures and systems

oExcellent in handing confidential data and updates.

oTrained in PMP, Six-Sigma, Qualitative and Quantitative Analysis, Change Management.

AWARDS

Awards received in Wi-tribe

oBest Performance award 2011.

Awards received in CMPAK-Zong

oEmployee of the Month at CMPAK-ZONG 2008 in Project and System & Process management.

oPerformance and Event excellence award 2009.

Awards received in Mobilink

oBest Initiative Award 2006.

oContinuous Runner-up, Employee of the Month 2007.

oEmployee of the Year 2007

oCS Guru Award 2007 won via a Quiz competition among 6000+ employees for having the most extensive knowledge.

oManagers best initiative award 2008.

oEmployee/supervisor of the month awards 2007, 2008.

oBest Manager's Award 2008.

Awards received in Ufone

oObtained recognition appreciation letter for porting-IN government Chambers of Commerce clients 2005 in Retention and Telemarketing team.

Experience

Project Manager/Coordinator & HR Operations Mazik Global, USA Jan 2016 – Present

oIt is an offshore software house with international clients. Similar job description as explained under “IFANCA”.

oExcellent in managing confidential data i.e. citizenship status international assignments leave of absence, data corrections, payments, new hire, terminations, and employee data changes.

oWorked on HR system reporting and data analysis and vendor management. Employee verification and personnel file requests.

oUpdated employees on HR policy & processes and systems. Performed duties and projects as assigned.

Project and Event Manager & HR Assoc IFANCA, USA May 2014 – Feb 2015

oIt is a non-profit organization. Managed Projects, Knowledge base system, Developed and Re-engineered System & Processes.

oWorked on Projects (PLM) including QA Testing with all the departments. Including Event management and marketing strategy (e.g. IFANCA official dinner - EID celebrations party for all the customers, government officials and vendors) related task planning for internal and external vendors, managers & directors with attention to Time Management along with media department.

oDesigned and managed operational design polices to align departments cross functionally, HR & operational documents/forms, organizational structure, employee departmental hierarchy with detailed individual job description and departmental duties. Assessed and re-evaluated concepts, processes, suggestions and got them implemented with strong communication & coordination skills and strategic gap analysis including employee benefits and related documents/forms. Re-modeled HR processes.

oMarketing: Events, Search Ads, broachers and Newsletter in collaboration with media department and Board of Directors.

Sr. QA Regional Trainer Witribe (Ooredoo, Qatar), Pakistan Feb 2011 – Apr 2011

oWorked on Projects (PLM) including product management, re-engineered product life cycle changes; recommended and got product changes implemented via marketing team and got technical issues fixed. Worked cross functionally on diverse Projects including Hiring employees.

oTrainer, trained CS contact center, store, sales and retailers regarding product and services and related updates.

oRe-engineered & standardized processes to provide FCR, sales & distribution, marketing and media campaign related polices.

oSurveys: Measured and created the parameters for Customer Satisfaction Survey.

oDeveloped and presented Projects, presentations on Employee Performance - MBR including MBO, Product Analysis Daily, Weekly, Monthly and Yearly and other related strategic analysis to forecast revenue, budget and fix system and product issues; along with daily analysis updates to all the management.

oManaged and Ensured the Knowledge base system & tools are up to date.

System & Processes Sr. Assist Manager – Project & Product Manager Operations Nov 2008–Jun 2010 Zong - China Mobile Pakistan Limited

oProjects (PLM): Lead managers, directors and vendors for process innovation, Change management & Implementation and related Projects e.g. complete end-to-end processes for Post paid, Prepaid, Value Added Services, Retailers, Service Centers and Contact Center.

oDesigned and updated official helpline complete infrastructure, call routing and IVR for: Complete Postpaid, prepaid, retailers, new SIM activation, and Customer segmentation i.e. Official employees, corporate clients, and customer services general helpline and provided end-user support resources to the Support team (CMS) and Engineering dept.

oDeveloped & Re-engineered System & Processes and ensured they are up to date in the Knowledge base system.

oProduct Manager: In few of the projects I worked from idea creation to end-user system PLM implementation and user support processes.

oStrong analytical skills i.e. customer satisfaction surveys, budgeting, revenue forecasting, VAS and pre and post product launch analysis.

oGot the products & systems updated and fixed in reference to customer reviews, suggestions, technical issues, business need.

oSales & Marketing Projects: Developed & managed strategies and standardized processes to increase market share with Active media presence.

oWorked closely with Marketing (from Product and services ideas, development, launch, marketing, AI including Search Ads), Sales & distribution, Finance, IT department and vendors on all projects.

oRecruiter: Worked actively with HR on various hiring projects, event management and other on-demand departmental diverse projects.

Team Leader/Manager, QA & Training Sr. Supervisor PMCL Mobilink, (Motorola) Apr 2006 - Nov 2008

Resource Management: Strong People Management, Leadership skills, coordinated and facilitated with all management levels on

oProjects (PLM) Worked with System & Process (CS Standardization Team), Marketing, Sales and distribution team in keeping system and processes, products up to date. Worked on market research projects related to products and services and recruitment accordingly.

oAnalytic Projects (CS survey’s, quality checks, customer’s response towards products info & testing, services and complaints)

oTrainer, coach and Employee Development (i.e. clear expectations, skills, abilities, strength, type, drive, interest, life goals).

oEvaluation performance reports/analysis, via CRM, Sebal, Cognos, helpline work code & IVR analysis, Value Added Service, Postpaid, Prepaid, Corporate, Retailers, got several technical issues fixed and helped employees achieve FCR aligned with organizational goals.

Retention & CS Sr Loyalty Exe PTML UFONE, Pakistan Oct 2005 - Mar 2006

oRetention & Marketing Projects (PLM): Designed, managed all the processes (SOPs) for Retention and Telemarketing dept. with good corporate/local retention & new sales to increase market share and created positive trusted Image for brand Loyalty.

oTrainer & Recruiter: Facilitated and trained employees accordingly.

oSales: Cracked a bigger deal for the company with Chambers of Commerce and many other corporate organizations.

Business Operations associate/ CEO Secretary Cyber House, Rawalpindi, Pakistan Jan 2004 - Aug 2005

oHR: Administered all the employee profiles, HR documents, confidential and financial data, along with daily HR operational duties.

oSales & Marketing: Maintained telemarketing, sales processes and brochures. Bookkeeping. Ensured the Knowledge base system is up to date.

Wing Proctor, Khawla House Prefect and Class Monitor P.E.C, Doha Qatar Jan 1996- Jul 2002

oManagement: Designed, created, promoted and managed campaigns, sports, quiz, dramas and all the events, with active participation.

oCoach & Trainer: Motivated all the students to actively take part in all the curricular and co-curricular activities.

oWhile being Wing Proctor, Prefect and Class Monitor performed the duties of Captaincy for Throw ball team and received awards for success.

Education

Masters in Human Resources Management Dec 2011

Muhammad Ali Jinnah University - MAJU (under Punjab University, Lahore) Islamabad, Pakistan

Bachelors in Information and Technology (Honors) March 2006

Allama Iqbal Open University (AIOU), Pakistan.Ranked 3rd by enrollment in the World & was world’s 2nd open university established in 1974.

Interest and Hobbies: Book Reading. Learn and improve new skills. Research and explore ideas, places, and talents. Zumba.

Vlogger: Shazia Riaz Khan Youtube, USA Jan, 2016 – till now

Share information and research work related to products, events or personal observation related to something substantial which can be beneficial. It will help the viewers to decide which product is the best high quality product in their future purchases at a lower cost.

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