Customer Service Management

MASOOMA RASHID

**** ******** ****, ***********, *** 2H5

Tel # 289-***-****

************@*****.***

OBJECTIVE

To obtain a progressive position in your team that utilizes my extensive working knowledge and experience.

SUMMARY:

Exceptional relationship management, project management, coaching and communication skills

Creative thinker with strong analytical skills with keen ability to investigate and drive results

Plan, implement and monitor projects to meet customers/organizations requirements

Experience in collaborating with senior management and external groups to perform complex assignments

Works well independently in a multitasking team environment to meet tight deadlines

Effective presentation, communication and writing skills

SKILLS

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• Computer Skills (MS Word, Excel, Power point,

Lotus Notes)

• Presentation Skills

• Time Management

• Business Correspondence

• Strong Problem Solver

• Scheduling

• Works well under pressure

• Training

• Human Resource Management

• Data Management

• Mail Management

• Event Management & Planning

• Admin support specialist

EXPERIENCE

Program Coordinator

Dec 2012 to Feb 2014 Naval Institute of Teachers Training (Pakistan)

Supervising and managing all administrative and management tasks.

Answering phone calls, dealing with walk in customers for information, etc.

Prepare travel & other expense sheets & reports.

Developing various courses and workshops for the teachers.

Coordinate & schedule the training calendar and calendar of events. Coordinate with the institutions nation wide

for the upcoming trainings and meetings.

Carrying out event planning, preparation and management, responsible for the venue, hotel & catering

arrangements.

Managing the diaries, meetings, appointments and travel arrangements of the Directors and also managing their

activities.

Facilitating for various courses and workshops and developing their manuals.

Conducting surveys, audits of all the educational, vocational and naval trainees’ schools & colleges & writing

reports.

Preparing power point presentations for annual and quarterly review at the Naval Headquarter and also to brief in

presentations occasionally.

Auditing the teaching faculty, office staff and others assigned for job performance and quality assurance of the

standards met. Also to prepare reports after auditing.

Conducting training need analysis for all the staff of the educational, vocational needs.

Preparing the necessary documentations and contracts and also their review.

Dealing with inward and outward faxes and filing of the necessary documents.

Inventory management for office supplies.

Communication with the social media for the response of the institute and the news & views of the institute.

Assisting the Director & Deputy Director in their projects and day to day tasks.

Supervising the under staff for directions of various other operations.

Provide administrative & management support to the organization.

Executive Assistant to Directors

March 2010 – Oct 2012 KARSAZ (PVT) LTD (Karachi, Pakistan)

Communication with the customers / principals abroad.

Process and coordinate all Directors’ correspondence, including mail, e-mails, memos, faxes, photocopying

and couriers.

Preparation of material for the reports, invoices, tender reports & conduction of surveys.

Handling of tender issues, procurement matters, preparation & their submission.

Checking, signing & reporting daily activity reports of all staff to the Directors.

Prepare travel & other expense sheets & reports.

Checking sales register on daily basis and reporting the progress to authorities.

Liaison with vendors and suppliers for the equipment and machinery.

Preparing presentations for the Directors and also participating in staff and board meetings.

To manage events and also to make arrangements for the visitors from abroad.

To communicate on Directors’ behalf when required.

Handling inward and outward faxes of the executive department.

Filing of the documents and coordinating with the Business Department for their proper shelving.

Managing the schedule, diaries and travels of the Directors.

Reviewing and proof reading the contracts for the Directors before signing.

Conducting training need analysis for the staff department wise and to arrange for their trainings.

Responsible for the proof reading of the contents in brochures and also liaison with the social media. Also to

review and finalize the website content and to supervise the staff for its updating accordingly.

Staff Officer Internal Processing & Settlement Unit June 2008 – Oct 2009

Correspondent April 2006 – June 2008

HSBC MIDDLE EAST, PAKISTAN (Karachi, Pakistan)

Answering & solving customer queries on telephone and online.

Preparation of different financial instruments for the customers.

Dealing with customers and providing complete information about credit card products.

Dealing with walk-in and on call customers, answering and resolving their queries.

Posting debits and credits of inter bank and intra bank accounts.

Attending trainings organized and arranged by the Bank.

Dealing with inward and outward faxes and mail management both inward & outward.

Liaison and maintaining coordination among all branches.

Preparing payment vouchers and reconciliation statement for forwarding to Finance Department.

Making arrangements for the events, meetings & seminars to be organized.

Dealing with vendors and finalizing the purchase of equipments and printing of stationery for the department.

Inventory management of office supplies.

Handling the PABX system and the arranging for the Teleconferencing locally and internationally among

branches.

Providing technical support on minor issues.

Providing attendance of the staff at the month end to the HR Department. Arranging substitutes in case of absence

of the staff of the department.

Administrator of the School

April 2003 – April 2006 THE KARACHI ACADEMY, (Karachi, Pakistan)

Assessment of the job opportunity created. Recruitment of the required staff.

To administer the school in day to day operations.

To administer the students’ records, to monitor the expenses, management of office and school supplies, etc.

To monitor the maintenance of the school and supervise the concerned staff.

Event management & making desired arrangements for the events as well as what need be so.

To ensure the safety and security of the institution.

To administer the pay roll.

VOLUNTEER EXPERIENCE

Bolton C. Falby Public School (Toronto, Canada) March 2014 – Present

Serving as a lunch supervisor on supply basis as and when needed by the school.

Volunteering on the trips planned by the school.

Active member of the Bolton C. Falby Community Club formed recently.

EDUCATION

Bachelors (Graduation) in 2000 -- University of Karachi, Pakistan

Masters (English Literature) in 2003 -- University of Karachi, Pakistan

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ACHIEVEMENTS

Top Performer of 2008 at HSBC Middle East Pakistan, at Credit Cards Operations Division.

Facilitated for a workshop “Risk Management for Security Personnel’s” on 14, 15 & 16 May 2014 for Alpha

Trainings & Management, Toronto, Canada.

WORKSHOPS / TRAININGS RECEIVED

• Customer Service Etiquettes and Dealings

• Group Risk Information Awareness

• Human Resource Management (3 months short course)

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• REFERENCES

Will be provided upon request

Contact this candidate