Customer Service Employee Relations

Nouman Nasir

******.*****@*****.*** 905-***-**** Milton, ON L9T 8S9

Personable, hard-working, and knowledgeable administrative professional with extensive transferrable business experience in a wide range of industries. Demonstrated expertise in leadership and employee development, project management, and customer service. Strong interpersonal skills and proficient communicator always focused on building relationships and promoting synergy across business lines and global units to drive team cohesion, operational efficiency, and optimal production output. Areas of Expertise include:

Office Management Employee Relations Customer Service

Project Administration Effective Communications People Management

Business Development Event Management Process Improvement

Relationship Building Employee Training & Leadership Problem Resolution Professional Experience

Universal Staffing Inc. Milton, ON 2018-Present Staffing and Recruitment Company.

ONSITE REPRESENTATIVE/STAFFING COORDINATOR, CEVA LOGISTICS (CLIENT) Monitor and assess labor needs, working collaboratively with staffing agencies and human resources department in determining when new hires are needed. Maintain employee hours and shift accuracy, creating and updating weekly schedules and registering personnel for shifts. Act as communications liaison between clients and company, ensuring full understanding of performance expectations, goals, and key performance indicators. Develop regular attendance, Employee Total Hours, and Turnover Status reports for dissemination to management team. Keep accurate count of man hours per shift, sending data to payroll team for processing. Responsible for pre-screening interviews and orientation onboarding for new hires. Oversee employees, ensuring rules compliance, workplace safety, operational efficiency, and optimal production. Key Accomplishments:

Implemented strategies to greatly improve daily employee registration processes.

Proactively developed scheduler file to better organize and manage employee schedules and shift assignments.

Transitioned Onsite desk to being fully paperless by utilizing a bevy of IT tools.

Reduced payroll issues by effectively using advanced Excel skills and creating a file with automated formulas. Dubai Electricity & Water Authority (DEWA) Dubai, UAE 2013-2018 Public service infrastructure company providing reliable supply of electricity and water to citizens. SENIOR EXECUTIVE OF KEY ACCOUNTS, CUSTOMER HAPPINESS DEPARTMENT Developed and maintained strong relationships with DEWA Key customers, acting as company liaison in ensuring client issues were addressed in timely manner. Worked collaboratively with internal departments to provide insight and support for Key Customer Satisfaction Survey, analyzing survey results and creating actionable strategies to put into motion improved practices. Responsible for accurate upkeep of customer service complaint tracking documents, ensuring timely execution of resolution. Identified key customer stakeholders, making periodic in-person visits to build strong relationships and assure complete customer satisfaction. Assisted HR with new hire training, aided Finance in budget preparations, and performed other administrative functions as needed. Key Accomplishments:

Effectively closed 96% of all outstanding customer service cases on a monthly basis.

Met and exceeded Customer Happiness Index target three times consecutively.

Brought in 150 pledges in five hours for Green Ribbon Pledge team during Green Week.

Conceptualized and planned DEWA Climate Change & Sustainability Awareness training for 50 key customers.

Improved the Customer Cases Database using advanced excel skills.

Using MS Outlook automated the procedure of assigning Cases to Account Managers efficiently.

Distinguished participation in the “Customer Services Health & Safety Week”. Nouman Nasir

DP World Dubai, UAE 2010-2013

Leader in global supply chain solutions, specializing in cargo logistics, port operations, and freight solutions. SOCIAL & SPORTS EVENTS OFFICER, EMPLOYEE RELATIONS DEPARTMENT Oversaw day-to-day operations of recreational facilities, including pool and gym. Created, planned, and led recreational activities such as games and events, encompassing a wide range of sports and cultural components. Organized and managed appropriate contracts and documents needed for recreational programs. Trained employees on proper use of gym equipment, ensuring safety was primary focus. Maintained compliance of rules and regulations in all recreation center events. Directed training, schedules, and responsibilities oversight of key personnel, including Recreation Assistant, Pool Lifeguard, and Gym Trainers. Responsible for purchase, planning, construction, and upkeep of gym equipment and facilities. Conducted yearly program analysis, developing reports based on effectiveness, opportunities for improvement, etc. Key Accomplishments:

Proactively organized 12 events (social and sports) in a single calendar year.

Member of committee responsible for ideation and organization of World Heart Day Campaign.

Earned opportunity to serve as Editor for DP World HR Newsletter. Nakheel PJSC Dubai, UAE 2004-2010

World’s leading Developer and a major contributor to realizing the vision of Dubai. SENIOR ADMINISTRATOR, PALM JEBEL ALI PROJECT

Championed execution of all executive-level administrative duties, including executive reports, organization charts, presentations, managing internal and external communications, and representing department at important meetings and events. Served certain human resources functions, including keeping accurate personnel records, organizing inductions, and recruiting/onboarding key administrative and support staff members. Acted as Tender Committee Coordinator, organizing tender openings, presenting critical reports to department head, and organizing all Tender-related documentation.

Key Accomplishments:

Aided in completion of contract documentation of Dubai’s first-ever Monorail project.

Oversaw the administration of the Infrastructure and Utilities Department of the world-famous Palm project.

Awarded for exceptional support provided to the “Summer Training Program”.

Demonstrated above-and-beyond work ethic, organizing inaugural Sports Awards as well as planning team- building events.

Education & Training

Master of Science in Logistics and Supply Chain Management HERIOT-WATT UNIVERSITY Dubai Campus 2014

Bachelor of Science in Computer Information Systems/Software Development ECMIT IN AFFLIATION WITH CHAMPLAIN COLLEGE Dubai Campus 2004 Additional Experience

Ports, Customs, and Free Zone Corporation (PCFC) Dubai, UAE 2003-2004 CLERK, STATISTICS DEPARTMENT

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