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ASIYA SADDIQA

* ****** ***** ********, **, L*V *P9 Cell: +1-437-***-****

Email: ************@*****.***

Highly motivated and accomplished Customer complaint desk specialist and analytic with more than 12

Years of combined experience in complaint desk, automation support, customer services and HR.

Brilliantly acumen in customer services and back office operations with problem resolution, team

Coordination and relationship building abilities. Utilize sound judgment, strong business acumen, and

Excellent assessment skills to address complex organizational issues, embrace challenges. Solid

Relational and instructional skills; with the ability to work cohesively and thrive in a team

Environment. Poised for next level of success within a top tier organization to further enhance

Skills.

HIGHLIGHTS & QUALIFICATIONS

Masters in Arts, Bachelor in Science and Certification in Business Administration and management

13 years’ experience in operations and administration of customer service Dept. of Multinational Telecommunication Company.

Worked in leadership role heading the team of 13 people working to digitalize the organizational operations

Project Leader to make processes simple and productive

Good interpersonal skills and experience in liaising between management, vendors and administration staff

Multilingual with thorough knowledge of English, Urdu, Hindi and Punjabi.

Highly organized and detailed oriented with thorough follow up skills.

Excellent communications skills; Self learner with the ability to work under pressure without supervision.

Self-motivated, problem solving, highly passionate and adaptable with the changing environment

EDUCATION AND CERTIFICATIONS

●Certification in Cost and Management Accounting ICMA-Institute of Cost and Management Accounting

●Masters in Arts (English Literature) University of Punjab, Lahore Pakistan 2000-2003

●Bachelor in Science (Bio Chemistry) University Of Punjab, Lahore Pakistan 1998-2000

CAREER HISTORY

Operations and Management Specialist Telenor Lahore Pakistan April 2006– Sep 2018

Lead Network Support and Digital team for back office customer complaint handling

Responsible for all the back office operations of Network support and Digital Support team

Analyzed, identified, planed, and executed new automated solutions based on the newly explored opportunities

Making daily, weekly and monthly production, downtime and productivity reports, KPIs of the team.

Working as trainer to train new outsource business partners, dealing with internal and external audits to be in compliances as per ISO standards.

Arranging employee engagement activities like organizing birthday, Christmas, BBQs, farewell parties, etc.

Conduct door to door campaign to have actual customer voice throughout the country

Do volunteer with different Welfare Organization every year for 72 hours

Train team with Company vision and strategies and how to align work with company vision

PROJECT HISTORY

Responsible for strategic planning phase of upcoming projects & execution of these

Responsible for reviewing project designs and contribute ideas

Identify new development areas and initiatives to increase channel efficiency

Responsible for tracking and reporting project status updates & suggesting ways to improve the project

PROJECT HANDLED:

IVR Simplification

Process Standardization project

Project Making Customer Life Easy

Automation of Network complaints

Project Digital Leap

ACHIEVEMENTS & EVENTS

●Awarded employee of the month many times

●Awarded for creating positive vibes throughout the organization

●Automate Network Complaints to avoid Non Compliance and standardize customer informations

●Lead Network Operations back office team

●Lead Digitalization team

●Awarded for the best quality provided to the customer in Customer Services Dept.

●Conducted door to door survey throughout the country to know actual customer voice and issues

Office & HR Administrator ttehad Chemicals Limited Pakistan Feb 2005- Aug 2005

Worked as HR officer and administrator with one of the Asia biggest Chemical Industry “Ittehad Chemicals Limited” Lahore Pakistan

Responsible for all hiring process involve Advertisement of Job, arranging Interviews and issuance of employment letter and contracts

To deal with all the litigations of the industry, prepare time report for HR Block, employment preparation, job maintenance, skills identification

Coordinating with agencies, groups and potential employees and to create available jobs database so that organization and individual goals can be achieved

Maintain attendance, overtime, timesheets and vacations as per company policies

To renew Labor Contracts after every 6 months

Develop Program to enhance employee relations and offer employee support to each staff member

Negotiate contract and contract changes with employees

Operations Admin Chaudhry Silk Mills: Jan 2006– April 2006

Managed and administered operations as a whole for silk company

Purchasing raw material getting different quotations from market and then selecting one for contract

Creating job rosters, recording absenteeism, sick calls, and medical emergencies.

Maintaining visitor logs, office inventory logs, contact information logs and invoices logs for reference

Made cleaning schedules, WIP, preventive maintenance and quality check sheets, etc. for the organization

Worked in partnership with vendors, managers, suppliers and office staff.

Undertook administrative tasks, maintained effective recording systems and responded to queries.

ASIYA SADDIQA Cell: +1-437-***-**** ************@*****.*** Page 2

TECHNICAL SKILLS

Microsoft Office Suit: Word, Excel, Power Point, Outlook

Data analysis: KPI Reporting, Downtime Reporting, Monthly and weekly Production Reporting, communication and presentation skills, sound decision making, competitive intelligence, proactive team player

C.D.P. (Competency Development Program) graduated by Telenor Pakistan

INTERPERSONAL SKILLS

Relationship building, problem solving, time and resource management, above expectation performer

OTHER QUALITIES AND ABILITIES

Languages Known : English, Urdu, Hindi, Punjabi

Strengths : Adaptable, proficient, Hard work, Time Management and Punctuality

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