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Manager Customer Service

Fereej Ibn Dirhem, Qatar
October 13, 2019

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Kholoud Ahmed, FCMI,PGC, PGD

North, Doha ***** **4- 33736327 LinkedIn

HR Director

15+ years’ of HR management experience acting for corporations, lending institutions, and advisory firms

Versatile results-oriented human resource manager with demonstrated leadership skills and the capacity to undertake and direct business requirements based on sound goal setting and strategic planning. Thrives in challenging environments and adapts to the ever-changing demands of HR field. Adept at prioritising tasks and completing them in a timely fashion thereby producing positive results. Versatile, creative, and target oriented with winning mentality and approach. Skilled in decision-making, process re-engineering, organization integration, negotiation, and relationship building.

Highlights of Expertise

●Business Strategy Development & Execution

●Employee Engagement & Communication

●Recruiting and Staffing Initiatives

●Strategic Planning /Analysis

●Coaching & Mentoring

●Training & Development

●Benefits & Retirement Plan Administration

●Conflict Resolution/Management Staff

●Team Building & Leadership

●HR Strategic Management

Career Experience

Semi Government Sector, None for profit Organisation QRC Location

Delegated human resources services to 18 offices of QRCs Countries included Qatar, Asia, and Africa by bringing down seven percent of recruiting costs in HR, finance project and programs operations.

Head of HR & Financial Affairs (2013 to 2016)

Championed diversity across business and contributed toward program Planned, development, implementation, and management. Directed all stages of staffing that included sourced, interviewed, salary negotiation, and interacted with manager for external training programs and consultants or on-boarded clients' regarded performance or personnel issues. Coached and counselled employees to improve skills and set up career plans recruitment and selection policy practices, discipline or grievance. Maintained documentation required for compliance and stayed current with changes in HR and labour law also discussed HR issues with QRC’s legal counsel.

Conducted annual performance and determined raises, reviewed and collected information needed to process payroll, and explained benefits or guided employees in accessing resources.

Generated up to $5.2M budget and revamped content and delivery of orientation materials for interactive program.

Conceptualized strong team presence, with consistent achievement by motivating and engaging employees building top performed teams in organization to improve employee retention.

Administered QRCS polices and strategies, as well as orchestrated HR and ID department director by implementing on law and ethical standards for work relationships in all departments.

Managed HR budget and Collaborated with department managers to review vacant positions, reallocated staff duties, and streamlined procedures.

Kazan Qatar, Location

Handled human resources functions supporting over 1,200 employees

Resource / Administration Departments Manager (2010 to 2012)

Fostered all management level for successful integrates corporate acquisition and established adequate systems for measured report or necessary aspects of acceleration. Centralized budget and amplified expenses within budgets and reduced costs while making process more aligned to core strategy and values. Spearheaded performance management processes included contribution ratings, salary, and personal action and performance improvements. Produced new policies and procedures based on corporate guidelines for HR processes that contained health and safety, legal stipulations, environmental policies and general duty of care.

Co-authored over 200 employee handbook outlined payroll, background checks, benefits, company policies, breaks, vacation, and performance expectations for employees.

Institutionalize and modified staffing scheme that deduced 25% turnaround time also analysed priorities and translated them into an HR agenda and goals that supported business.

Promoted balanced and diverse policy or liaised with management to obtain staff and needs requirements, identified and recommended potential candidates for both facilities.

Collaborated with executives and managers to complete succession planning, explore talent and initiated exuberant ways to motivate employees by introducing customer service sections.

International Migration Services Australia, Location

Revitalized and performance issues and needs utilized tools such as 360 feedback, berke assessment and interacted with over 15 co workers.

Business Development Director (2006 to 2009)

Provided leadership and partnered with key executives across businesses to drive employee engagement, morale, and performance in environment. Experienced both significant external and internal organizational change and led training on field rollout of HR smart applicant tracking system.

Supported Migration Company and chaired traveler in multiple layers of diverse programs and processes that address essential of business.

Examined and assessed organization’s functions by suggesting recommendations based on findings, also assisted management in identified issues and provided solutions.

Additional Experience

HR manager Migrant Resource Centre, Location Education centre Australia

Training and Assessment coordinator AMES, Location Adult Learning centre Australia

HR Consultant / Internal Auditing Officer Spectrum Employment Services, Location Adult Learning Centre Australia .

Education & Credentials

Third-year Management Degree

Victoria University, Melbourne Australia

Professional Certificate Diploma

●Postgraduate Diploma in Strategic Management − United Kingdom Public College Inc. LTD

●Postgraduate Certificate in Strategic Management−United Kingdom Home College Inc. LTD

●Level 6 Certificate in Human Resource Management − United Kingdom Public College Inc. LTD.

●Advanced Diploma in Human Resource Management − United Kingdom John. Academy Inc. LTD

●Advanced Diploma in Coaching and Mentoring − United Kingdom John. Academy Inc. LTD

●Certificate IV in Training and Assessment − MBG Education LTD.

●Certificate Project Management –Federation Sweetland LTD.

●International teaching Licence- Victoria Education LTD.


●ABCD Best Employee, Khazan Qatar Group

●QRCS Best Event Organizer, Qatar Red Crescent

●QRCS Best Employee Award, Qatar Red Crescent


●Fellow (FCMI) – UK Chartered Management Institute CIM

●Member of Supreme Committee for Delivery & Legacy, volunteer FIFA World Cup 2022 delivery

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