Program Coordinator Customer Advocate

Cyril Kamran

**** ** ***** *** **, Albuquerque NM 87105, USA,

Phone: +1-505-***-****; Email: admzoj@r.postjobfree.com SUMMARY: 3 and half years’ experience working in call center as team manager for USAA Bank. 21 years of experience in community development work with particular focus on Project Design, Implementation, Monitoring and Evaluation of different community-based projects. With good knowledge and experience of working on issues related to Sexual Health, HIV/AIDS, STIs, and Drug Addiction. I have also worked as a professional trainer, facilitator and counselor. While working on these issues I remained in contact with Commercial (Male & Female) Sex Workers, Male & Female Injecting Drug Users, Drug Users and their families, people infected and affected by HIV/AIDS, and STIs. Following are my specific areas of expertise and skills I possess:

• Project Design, Budgeting & Management • Curriculum, Training Manual & IEC Material Design

• Project Report Writing • Training / Facilitation (Group Discussion & FGDs)

• Monitoring & Evaluation • Manage Advocacy Campaigns

• Fluent in English, Urdu and Punjabi

languages

• Command of MS Word, Excel & Power Point, CorelDraw X2, Website Design & Management

• Team Management/Supervision • Community Counseling skills Work Experience:

Operational Team Manager– Alorica for USAA Bank March 2019 – till date MSR – Alorica for USAA Bank Jan 2018 – March 2019

As team responsible to take care of my team and provide them technical assistance during calls and resolve the conflicts between the team and members.

As an agent responsible to meet the high standards over the phone and provide quality services to members so they can feel the ultimate experience of banking over the phone Director – Islamabad Christian against Narcotics (ICAN), Islamabad, Pakistan (May– Dec 31, 2013) I was responsible to oversee a residence-based program, which provided detoxification, rehabilitation including Individual, group and family counseling to male drug users/injecting drug users. A total of 180 clients were provided detoxification services each year at this facility. In addition, families of the clients were provided individual and family counseling through ICAN community counselors and a psychologist. Following are some of the key achievements:

● Analyzed past routines and developed new policies/guidelines which improved productivity by 100%

● Developed monitoring and evaluation tools, which helped to improve the client rate by 100%

● The improved quality of detoxification and rehabilitation services increased number of patients by 80%

● Equal opportunities were provided to all staff members to improve their skills and also to provide in-house training to the staff members and community groups on Drugs, AIDS, STI’s, team building and conflict resolution related issues National Program Coordinator – Health and Water, Sanitation and Hygiene (WASH) Humanitarian Program, at Caritas Pakistan National Secretariat – Lahore Pakistan (June 2011 – May 2013) As National Coordinator for Health and WASH, I was responsible to oversee the health and WASH program of the 7 Caritas regional offices in Catholic Dioceses of Pakistan and provided technical support to the 10 staff of health and WASH programs. The following are some of the key achievements:

• Provided 250 families (average 6 individuals per family) access to safe drinking water in 5 villages of 5 diocesan Caritas units by installing hand pumps.

• Trained 70 master trainers in 7 diocesan units on Health and Hygiene interventions. Established liaison between Government, Non-Governmental Organizations and seven diocesan units of Caritas Pakistan to coordinate and complement health and WASH services provided to flood affected families.

• Maintained close communication with the donor agencies for fund raising, designing, implementation, management and reporting projects

• Provided technical support to Caritas regional offices staff in designing and development of Information Education and Communication (IEC) materials for health and WASH related interventions. Monitoring and Evaluation Officer / Director Projects - Savoir-Faire, Lahore Pakistan A Project of UNODC (Nov 2010 – May 2011)

As Monitoring and Evaluation Officer for HIV/AIDS prevention, treatment and care for female injecting drug users/drug users, spouses/families of HIV positive drug users in Faisalabad (Drop-in Centre), I performed the following functions:

• Responsible to develop monitoring and evaluation tools for the project, which help the project team to achieve targets by 100%.

• Provide recommendations to project staff and management team and support management team to conduct annual appraisals of the project staff.

Project Support Officer – CIDA-SOHIP (System oriented Health Investment Program) Agriteam Canada Consulting LTD. – Lahore Pakistan (July 2009 – Oct 2010)

The aim of the project was to build capacity of the Punjab Government Health Sector through trainings and support in developing curriculum for textbooks. Other responsibilities were:

• Responsible for providing Technical and logistic support to the project team and designing/editing of documents

• Keep track of all records and provide updates to the project staff. Centre Manager (VCT) - Savoir-Faire, Lahore Pakistan: A Project of Global Fund (May 2004 – June 2009) As Centre Manager for VCT Centre at the Government Services Hospital Lahore I was responsible to oversee a mega project funded by Global Fund providing voluntary counseling and testing of HIV and Hepatitis B & C in 14 cities of Pakistan. Other responsibilities under this project were:

• Take care of day-to-day activities of the VCT Centre and provide technical assistance to all the staff members under supervision

• Work as a bridge between savoir-faire and donor agency

• Provide opportunities to staff members to improve their technical skills

• Prepare weekly and monthly plans for staff and conduct monitoring visits according to the work plan Caritas Pakistan Lahore (Diocesan Unit), Lahore Pakistan (Jan 1996 – May 2004)

• Head of Health Department (Acting) (Oct 03 – May 2004)

• Program Manager – Child on Shop Non-formal Education (March 03 – May 2004)

• Program Manager – School Health Program (Nov 01 – May 2004)

• Program Manager – Drug Abuse Prevention Cell (May 97 – Nov 2003)

• Program Manager – Ananias Rehabilitation Centre for Visually Impaired Females (Nov 2000 – Nov 2001)

• Office Assistant – Health Department Caritas Pakistan Lahore (Jan 96 – April 1997) Office cum Field Assistant – Marie Adelaide Leprosy Centre – Lahore Pakistan (Aug 1994 – Dec 1995) Research Experience:

Provincial Coordinator for Punjab – HIV Prevalence in Pregnant Women at Antenatal Clinics, Canada-Pakistan HIV & AIDS Surveillance Project (Feb 2011 – June 2011)

Conducted Repaid Situation Analysis – Guru’s of transgender and Madams of Female Commercial Sex Worker at Sialkot – Pakistan (May – June 2009)

EDUCATION

Bachelor of Arts – Journalism, University of the Punjab – Lahore Pakistan (May 1995) Professional Development (Short term trainings, seminars, conferences, exposure visits) Community Based Social Development Course, the Aga Khan University – Karachi (Feb. 3– March 1, 1998) Certificate of “Addictive Behavior” organized by Freedom Center EGYPT – ISAAC (Sept 23 –Nov 1, 2002) Conference on “Addiction Who Cares?” organized by ISAAC Madrid – SPAIN (May 11 – 15, 2003) Conference on “Faith, Families and Future” organized by ISAAC Dordrecht – Netherlands (Oct. 14- 17, 2007) Conference on “HIV/AIDS” organized by Commonwealth at Colombo - Sri Lanka (April 28 – 30, 2008) ISAAC Asia Regional Conference 2013, organized by ISAAC Phnom Penh – Cambodia (Oct. 28 –Nov. 1, 2013) Professional Achievements

• Certified member of World Federation for Therapeutic Community

• Graduate on “Addictive Behavior” from International Substance Abuse and Addiction Coalition – EGYPT

• Master Trainer of Drug and AIDS Workers Network (DAWN) Church Mission Society (CMS) of UK - Pakistan

• Provincial Trainer – Counseling for People Living with HIV/AIDS Punjab AIDS Control Program Volunteer Interpretation (English / Urdu / Punjabi)

• Jesuit Refugee Service Thailand & TUZ Chi Foundation Thailand from March 2015 – Feb 2017

• Akorbi – USA from Jan 2019 – Till date

References:

James John Dr. Simon Azariah Prytania Jobs

Deputy Country Representative CEO Customer Advocate Norwegian Church Aid Progressive Development Initiative Collabra Islamabad – Pakistan United Kingdom Albuquerque - NM Ph: +92-345-***-**** Ph: +44-791-***-**** Ph: +1-505-***-**** admzoj@r.postjobfree.com admzoj@r.postjobfree.com admzoj@r.postjobfree.com

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