Customer Service Management

Ihsan Ali, SHRM Member

**************@*******.*** https://www.linkedin.com/in/ihsan-ali-0a3978120 617-***-**** Manchester, NH, USA 03103

Human Resources Manager

Motivated, results-oriented, and dynamic experience with more than 6 years of comprehensive, international human resources, finance, and operational support experience. Skilled communicator able to build collaborative relationships with cross-functional teams peers, and management at all levels of matrixed and hierarchical organizations. Analytical and organized with a proven aptitude to proactively identifying potential areas of improvement and a fearless approach to problem solving. Demonstrates exceptional integrity and ethics with a hands-on style of leadership and dedication to continuous improvement as well as passion for positive organizational change, and improving employee relations. Areas of Expertise include:

Human Resources Management

Relationship Building

Performance Management

Recruitment & Retention

Training & Development

New Employee On-Boarding

Strategic Planning & Analysis

Community Relations

Change Management

Regulatory Compliance

Collaboration & Communication

Workforce Administration

Professional Experience

EXXON-MOBIL Groton, MA USA 2015 – Present

Manager

Own employee relations, motivation, and wellbeing. Direct all recruitment and training, scheduling, and ongoing performance management or development. Provided customers with support and optimized service, applying proven customer service principles.

Spearhead all team and individual development, providing ongoing training and coaching opportunities.

Serve as Subject Matter Expert in any HR-related issues or problems including unusual circumstances.

Manage multiple aspects of operations and business management including P&L management, regular financial reports, and inventory control.

KENNEDY FRIED Manchester, NH USA 2015

Customer Service Representative

Oversaw management of accounts receivables and payments via credit card or check, reconciled daily cash accounts, and facilitated cash management. Supervised daily operations of entire restaurant including daily and weekly reports.

Served as primary point of contact for customer service concerns or customer complaints, including training of team members in conflict resolution and problem solving with customer-first attitude.

Oversaw vendor management and relations, ensuring quality and compliance with all company policies as well as effective cost control while consistently meeting business demands.

SHAMAL ENTERPRISES Islamabad 2011 – 2014

HR Manager

Directed development, implementation, and administration of all HR functions including recruitment and hiring, performance reviews, training, and benefits administration as well as maintaining employee relations. Conducted interviews for management positions and providing executives with hiring recommendations. Designed and developed employment and training programs. Planned and managed salary compensation, promotions, and job evaluations for all employees. Design and updated compensation policies. Organized various events, seminars, and trainings.

Owned entire recruitment process, including analysis of staffing needs and providing managers with training in effective interviewing techniques.

Organized and hosted on-boarding programs for newly recruited team members, focusing on education of organizational goals and effective motivation.

Designed and implemented various HR programs to enhance company reputation and ensure productive relationships between employees and management at all organizational levels.

Enabled effective decision making related to organizational policies and procedures by providing expert advice and making recommendations for changes.

Leveraged employee involvement approach in development of plans and strategies.

Professional Experience, Continued

HANDICAP INTERNATIONAL (INGO) Pakistan 2010

Social Mobilizer

Developed and organized village germ and health awareness program. Conducted planning, documentation, and reporting for all activities. Organized various campaigns for peace, awareness, and diverse social issues.

Recruited, trained, and supported team members for social awareness program.

Arranged and facilitated workshops and seminars in diverse villages and towns for each program.

INTER-COOPERATION LIVELIHOOD PROGRAM (INGO) Pakistan 2010

Finance Officer

Managed inventory records and accounting, including physical count for month-end reconciliations and COGS calculations. Recorded and organized business transactions.

Created analytical summaries and reports of financial success and progress to support improved decision making.

SHAMAL INTERNATIONAL RECRUITING AGENCY Pakistan 2006

Coordination Officer

Provided and updated daily schedule of calls, appointments, and priorities. Led new project planning, including presentation of plans to senior management team.

Improved coordination between CSR and Floor Management.

Received and efficiently resolved any CSR issues related to networking, calls, and projects.

Education & Training

Master of Business Administration (MBA) in General Management

PLYMOUTH STATE UNIVERSITY, NH USA 2016

Bachelor of Business Administration in Human Resources Management

UNIVERSITY OF PESHAWAR 2010

Professional Development

Member, Society for Human Resources Management (SHRM), 2016 – 2017

Inbound Certified Hubspot 2016-2017

Technical Skills

Peachtree Accounting Microsoft Office Automation & Database Computer Basic Networking

Internet Utility Hardware & Software Installation System Configuration Airlines Ticking Systems

Languages

English Urdu Hindi Pashto Punjabi

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