Career Objective: To hold the challenging position that would allow me to use and broaden my administrative, customer service, interpersonal, organizational & technical skills.

HIGHLIGHTS OF QUALIFICATIONS

Dynamic professional with more than 5 years of experience in administrative duties, customer services (internal & external), file handling, fulfilling office requirements, handling issues, project management & reporting.

Drive Quality and Continuous Improvement culture change through best practice sharing.

Conduct & supervise customer’s focus groups, ISO Internal Quality Audits & management reviews. Coordination with the External Auditors (BSI) and management to provide support for ISO compliance.

Follow-up with process owners on Nonconformities, and Corrective Action Reports and Compliance Metrics & KPIs.

Implementation of Quality Management System (ISO 9001:2008) quality standards.

Change management, business impact analysis, QA testing support, data mapping, user test case planning & execution, UAT and conducting user training sessions.

Ability to effectively delegate and manage conflict & to work under pressure in fast paced matrix environment and meet project deadlines with ‘can do’ attitude.

Professional Training - Document Management, Internal Quality Audit, Sales & Supply Chain,

First Aid & CPR, Mental Health and Safety & Security. Cash Register POS,

RF Scanner, Raymond Reach, Walkie Rider.

Technical Training - Business Intelligence & Data Analysis, Systems Analysis & Design, IT Operations, Programming, Networking and Applications & Users Support.

Office Applications - MS Word, Excel, Access, Power Point, Adobe PM & PS, Constant Contact

Business Applications - Oracle E-Business Suite, iSupplier and SAP (SPM), SPSS & Hyperion.

Professional skills developed: Reporting Skills, Administrative, Writing Skills, Managing Processes, Organization, Analyzing Information, Professionalism, Problem Solving, Supply Management, Inventory Control, Communication & Multi-tasking.

Competent in English & Urdu Languages. Basic skills in Arabic & Punjabi.

Working experience with a team of 50 multicultural staff.

PROFESSIONAL EXPERIENCE

Conference Manager

Ontario Learning Centers (MAR2021 – JUL2021)

Budgeting & planning

Conference documents & media management

Event marketing & promotion

Registration of presenters & participants

Program scheduling

Logistics support

Sponsorships & volunteers management

Skills:

- Project Management

- Communications

- Reporting

- Technical support

Business Development Consultant

(Independent Contractor)

Canadian Marketing Company (JAN2020 – FEB2021)

Manage inbound & outbound B2B & B2C phone calls.

Cross selling consumer products & services for customer retention & up selling using online applications.

Addressing the customer’s concerns/needs in a professional manner in a call center environment.

Express understanding, patience, and empathy working through the problem with the customer.

Actively prospect and generate leads to establish, build, and maintain a profitable book of business.

Aggressively pursue new business, make high number of development calls each week.

Working in a timely fashion to meet all established deadlines.

Maintaining a high level of competitive and product knowledge by using Customer Support Tool. Suggestions for improvements.

Provide quality service that will exceed expectations and to retain the existing customers & upsell.

Work effectively with CMC sales team to ensure customer satisfaction.

Monitor sales metrics and achieve monthly sales targets and outcomes.

Accurately document customer interactions within the appropriate systems. Maintaining a high level of confidentiality.

Apply techniques offered in training and ongoing coaching for continuous improvement towards sales and performance targets.

Coordinate with SMEs & TL for support & updates.

Skills:

- Customer Service

- Communicating

- Calls management

- Empathy

- Listening Capacity

- Patience

- Multi-Tasking

- Negotiation

- Problem-Solving and Flexibility

- Technical Proficiency

- Organization

Project Coordinator/Data Analyst/Trainer

3 Market Dimensions, Canada (JAN2015 – DEC2019)

Responsibilities:

Campaign management, development of digital & print media contents. Social channels & website content updates.

Performance monitoring & quality assurance for digital marketing projects.

Conducting telephonic & face-to-face interviews and focus groups.

Coordination with Call Center. Handling billing, technical Issues, appointment scheduling and trouble shooting.

Following up the project’s status from planning, analysis, design & implementation to meet the project requirements while managing risks with the constraints of cost, schedule & resources, meeting quality standards set. Monitoring the call center activities & KPIs for 20 projects.

Responsible for data processing, editing, coding, & analysis of the research studies related to brand and customer satisfaction research survey programs.

Recruitment of field staff & training management.

Monitors training programs, SOPs and manuals to ensure that they are effective and up-to-date.

Sourcing the project material from buying channels & coordination with the suppliers for delivery.

Acquiring product knowledge & keep updated with latest trends & technologies.

Skills:

- Customer Services

- Follow-up & Coordination

- Project Management

- Data Analysis

- Training

- Building Relationships

- Confident with Low Ego

- Dynamic & Disciplined

- Hardworking & Innovative

- Multi-Tasking

- Time Management

- Working in 24x7 environment

Specialist / SCM Systems Support & QMS

Emirates Telecommunications Corporation – Etisalat UAE (JUN2009 to JUL2014)

Responsibilities:

Provided SCM Applications & Users Support

Monitored the PRs, POs & Stocks.

Data Management

Maintained Dashboards & KPIs.

Supported Internal Quality Audits.

Process improvement & ISO standards implementation

Updated QMS Documentation & Control

Reviewed the policies & procedures

Conducting users training

Procurement of Software and Computer Hardware & accessories

Skills:

- Team oriented

- Quick learner / adaptable

- Detail orientated

- Persistent

- Strong communicator & Analytical

- Reporting & Presentation

- System Monitoring

- Raymond Reach

- Walkie Rider

- RF Scanner

Education

Master of Science with focus in Business Analytics & Operations Management.

ICAS Assessment: Credentials comparable to Ontario Bachelor's Degree (Four Years).

Social Contributions

Community Green Leader 2015 - 2017 - City of Mississauga.

Member Board of Directors 2015 - 2017 - Churchill Meadows Residents Association.

Community Mental Health Ambassador 2015 - 2016 - PMC & Ryerson University.

Member Steering Committee 2015 - 2021 - Canada Day Festival Ward 10, Mississauga.

References

Available on request.

Contact this candidate