Customer Service Training
Resume:
HUMA ISLAM
Irving, TX *****
************@*****.***
Motivated, enthusiastic individual with a track record of managing complex projects. Capable of
working in a team to achieve common goals and highly productive as well when working individually.
WORK EXPERIENCE
Manager Training Roots National Institute of Teacher Training and Education - October 2010 to
March 2014, I-9/3, Islamabad, Pakistan
Developed and managed training courses for teachers, Principals and administrative staff.
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Designed marketing strategies for external trainings.
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Developed training calendar on the annual basis.
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Designed welcome packs which contained welcome letter, training program, information letter
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and delegate handbook.
Evaluated training effectiveness and future training needs though feedback forms.
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Developed and maintained partnerships with Cambridge, British Council, Ed-excel, Oxford to
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organize subject based trainings and other professional development courses.
Maintained database of all trainers and engaged them in different training programs based on
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trainer's expertise.
Managed expense budget for trainings and conferences.
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Designed and developed learning outcomes to share with the trainees.
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Updated training department's website and facebook account.
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Assured quality of all the trainings in terms of resources, learning environment, effectiveness
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and logistic support.
Services Engineer-I Ericsson - February 2008 to March 2010
Assigned and escalated Customer Service Requests (CSRs) to the respective support groups.
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Followed up on the CSRs on a daily basis and compiled reports for status updates.
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Sent formal answers and closure notifications to customers.
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Resolved issues relating to Service Management System.
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Extracted reports on CSRs from Business Ware House Tool and generated stats and analysis on
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monthly, quarterly and annual basis.
Used ISP tool to extract graphs of BSCs, MSCs, MGW & MSS.
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Worked on MORE for resource planning, Handled Gordon Orders, Handled CSR online ID
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requests.
Performed organizational assignments in SAP, Maintained and completed IBASE structure in
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SAP.
Generated business partner numbers in SAP, Managed Emergency Handling Reports.
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Worked on Ericsson buyer to generate PO's.
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Created new contracts in SAP, Requested PRs for the invoices in MUS
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EDUCATION
BSEE in Telecommunications -Comsats Institute of Information and Technology 2002 to 2007
CERTIFICATIONS
Cambridge certified program leader for teaching and learning
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GSM System Survey
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SKILLS
Management, Training, Leadership, Staff Development, Program Management, Proposal Writing,
Project Planning, Training Delivery, Microsoft Office, Microsoft Excel, Microsoft Word, Microsoft
Publisher, SAP
ADDITIONAL INFORMATION
School Leader of Pakistan's First Path Finder Schools of Pakistan by Microsoft Cambridge Certified
Program Leader, Employee of the Month - Roots Millennium Schools School Leader for Pakistan's
First Mentor School of Microsoft -Microsoft Education-January 2014
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