Customer Care Quality Coordinator

LAILA SAJJAD

*** ****** *****, ****** ** *****, Cell: 804-***-**** •

Email: *******@*******.***

CAREER SUMMARY

Human Resources Generalist with progressive experience managing employee benefits & compliance, employee hiring & onboarding, performance management processes and HR records. Dependable and organized team player with the ability to communicate effectively and efficiently. Skilled at building relationships with employees across all levels of an organization. Assisting the management in day-to-day activities. Gained experience in financial activities and employee compensation.

PROFESSIONAL EXPERIENCE

Keller Williams Urban Dallas, Dallas, TX 2018 – Present

Realtor

Analysis of housing market.

Helping and guiding for residential buying selling and leasing.

CPECC, Karachi, Pakistan 2002 – 2003

Financial Assistant

Lending institutions/banks on the matters related with financial aspects.

Government organization on tax related matters.

Sub-contractors, vendors, suppliers on purchase related matters.

Client (PAPCO).

Other member of the consortium (TECHNO Engineering Services).

Document Controlling.

Sun Consulting (Pvt.) Ltd, Karachi, Pakistan 2001-2002

Manager – Customer Care Department

Started Customer Care Department, hired staff, trained and supervised their activities.

Managing customer care department.

Handling customer’s complaints.

Coordination amongst departments.

Coordination amongst Portfolio Managers and customers.

Active involvement in marketing activities.

Active participation in all activities e.g. seminars, presentation etc.

Interacting with all prospective clients.

Conducting cliental survey/research.

DHL, Karachi, Pakistan 1999-2000

Human Resources Executive

Monitoring employees database and relevant information.

Compilation payroll structure and disbursement schedule.

Formulated and executed Human Resource policies for the company.

Prepared Job description and Job enrichment modules

Designed employee performance appraisal system and evaluation formats.

Assisted in compiling employee Hand Book (Policy Manual) and company news letter

Organized several Human Resource Development seminars and workshops

Interacting with all prospective clients.

DHL, Karachi, Pakistan 1998-1999

Quality coordinator Executive

Daily system audits of all Services Departments

Managing and responding customer complaints and claims

Compilation and preparation of daily audit reports and monthly WPX clearance reports

EDUCATION

Real Estate License: Northlake College (2017-2018)

Master’s in Business Administration (MBA). Strayer University – Online (2012). Major / concentration in Human Resources.

Master’s in Business Administration (MBA). Institute of Business Management (formerly CBM) Karachi–1998. Major/concentration in Marketing.

Bachelor's in Commerce (B.Com). D.H.A Degree College for Women, University of Karachi-1996.

Major/concentration in Economics.

SKILLS & OTHER

Application Software: Extensively worked and developed many documents, spreadsheets, presentations using Microsoft Office, Power Point,

Internet: Knowledge of Internet/ Search Engines, like; Explorer, Netscape Navigator/Communicator, Yahoo.

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