Customer Service Manager

QuratulAin Rizvi

** ******** **** **** **** NY **729 Phone: 631-***-**** Email: acgnf8@r.postjobfree.com

Self-motivated and results oriented professional with strong organizational skills, customer service and

communication skills. Seeking a suitable position to transfer the academic knowledge of Human Resource Management

and hands-on office experience in the relevant department.

Professional Experience:

Administrative Assistant, Human Resource Services - SUNY at Stony Brook, NY 09/2014-Present

Providing customer service to a diverse group of staff, students, faculty and other people in a fast paced

environment.

Assisting in maintaining all time-sheets, evaluations, benefit related documents, training records, compensation,

leaves and all related personnel information for relevant departments.

Responsible for handling a variety of confidential information like independent contractors, employees’ change

forms, evaluations, check pick up, I-94, I-20, passports, work authorization, etc.

Covering front desk, screening and directing phone calls, retrieving messages and relaying them to the appropriate

staff.

Helping students in filling out and verifying forms like I-9, health benefits, direct deposit, employment applications

etc. by obtaining proofs and referrals.

Photocopying, faxing, filing (personal and electronic) and handling parcel deliveries.

Receiving, sorting and distributing all mails, faxes, parcels deliveries and preparing daily outgoing mail.

Other duties as assigned.

Graduate Student Assistant, Opscan (Teaching and Learning Technology)-SUNY at Stony Brook, NY 08/2013-09/2014

Scanned examinations by utilizing optical scanning equipment and custom software application to produce and

distribute analytic data and reports to the faculty and staff.

Maintained highly confidential information and reports in electronic files and physical records.

Performed routine administrative tasks such as answering phones, heavy customer service, faxing, scanning, logs

and filing system. Backed up all electronic files at the end of each semester and updated manual records.

Helped the Director in preparing marketing plan and strategies to increase students' response rate for evaluations

using Power Point and MS Word.

Created data base of faculty evaluation, analyzed changes in evaluations using tables, charts and graphs in Excel

and Google docs.

Managed appointments and scheduled bi-weekly staff meetings using Google calendar.

Analyzed faculty evaluation data by comparing standard deviation and response rates in the new and old

evaluation system and assisted manager in building survey using Qualtrics Research Suite.

Administrative Assistant, Center for Molecular Medicine -SUNY at Stony Brook, NY 05/2013-08/2013

As part of summer work study program, I assisted in managing the day-to-day operations, including but not limited

to screening and directing phone calls, maintaining filing system, managing and scheduling meetings through

Google calendar, arranging conference rooms etc.

Assisted the Professor in organizing a grand conference (booking venue, hotel and gym reservations for guest,

setting menus, ordering food, maintaining office supplies, coordinating with Audio Visual departments for setting

up multimedia, preparing conference rooms etc.) for North Eastern Summer Institute, which lasted for five days

and attended by prominent professors, researchers and scientists from the eastern coast.

Assisted Professor in making layout for NESI website using custom based software and p roof read the content for

spelling and grammar corrections.

Coordinated with department chair on-boarding packet for students, paperwork, hardware purchases, educational

material, supplies, etc.

Brand Manager- Johnson & Johnson Pakistan 01/2010-03/2012

I was responsible for executing strategic and brand plans for over-the-counter drugs (OTC) and Listerine

Antiseptic divisions through brand campaigning in electronic, social (Twitter and Facebook) and print media,

public relation events, B2B selling, consumer promotion programs and developing all the training material for my

sales team.

Led successful re launch of OTC and Oral care business through Key Opinion Leader/Advisory Panel and

professional marketing programs the involved event launches in metro cities, heavy outdoor advertisement, shop

fascia, media coverage, press releases in medical journals and health care profession al conferences attended by

prominent GPs, pulmonologist, gastroenterologist and dentists.

Successfully evolved OTC sales force structure of 20 people through recruitment, selection, developed on boarding

training packets, tool kits and arranged periodic in- class and electronic trainings by using video conferencing and

intranet.

Compiled weekly reports in Excel to assist Marketing Manager on the status of unit sales, revenues, new account s

obtained and sales projection for the quarter.

Developed and maintained electronic and manual employee databases for my department to include line numbers,

salary information, contact information and other related pertinent information.

Led consumer promotion programs by working with cross-functional teams from Dubai and LEVANT regions

which included working on sampling units, gift sets, promotional freebies (JNJ T-shirts, gift hampers, tumblers,

pens, key chains etc).

Worked in close collaboration with ad agencies and media partners in the development of advertisements, point-

of-sale (POS) material and product brochures through extensive use of electronic communication, Power Point, MS

Outlook and face to face presentations.

Managed brand's budget and worked with finance department on P&L, strategic plan and spreadsheets using M.S.

Excel.

Developed detailed electronic documentations on policy manuals and standard operating procedures in

collaboration with Dubai and Egypt teams for Adverse Events, Medical Information and Product Recall, Regulatory

Affairs and TQM procedures.

Strong cross-functional electronic communication in terms of pricing, formula and packaging of Nicor ette launch as

a part of ‘Roll out Existing Products’ project with EMEA (Europe and Middle East) teams.

Assisted manager in Pharma covigilance audit by going through personnel records, electronic receipts, reviewing

current methods and educating sales force on ministry of health’s regulations by conducting monthly meetings.

Sub-editor of Communiqué, JNJ’s quarterly on-line magazine.

Administrative Assistant- GlaxoSmithKline Pakistan Ltd. 01/2009-01/2010

General administrative duties like filing, both personal and electronic, faxing, scanning, correspondence with

vendors, agencies and attending to customer inquiries on phone and through mails.

Prepared manual invoices and purchase orders.

Drafted internal memos and meeting agendas.

Arranged conference rooms, ordered supplies, printed all meeting material and took minutes of meetings.

Prepared detailed documentations using electronic data bases and MS Word for all invoices and purchase orders.

Assisted Sr. Brand Manager in launching Horlicks Chocolate Drink (malted drink) through international BTL

activity by the name of ‘Horlicks Wizkidz’ with India, Bangladesh and SriLanka through electronic communication,

Excel spreadsheets and Power Point presentations.

Assisted Sr. Brand Manager in developing charts, graphs, tables and other presentation material for malted drinks.

Internet research projects as required by other superiors/ departments like developing SOPs with the assistance of

Logistics Department and helping HR Manager to develop and post job d escriptions in newspapers and GSK’s

website.

Education:

Master of Science, State University of New York at Stony Brook, NY-US 12/2014

Concentration: Human Resource Management

Master of Business Administration, Institute of Business Administration, Pakistan 12/2008

Concentration: Marketing & Brand Management

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