Human Resources Contact Center

Abdul Mateen Zubair

**** ***** ******* ****, *** 390 Houston Texas 77063

Mobile : +1-281-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Creative and innovative thinker with effective contact center management, interpretation, human resources management and goal setting abilities combined with superior leadership, team building, communication, interpersonal, and presentation skills. Self-motivated with the ability to excel in a fast-paced environment; communicate effectively at all levels; manage competing priorities; and adapt readily to new challenges.

Skills

Strong listening and comprehension skill

Leadership and Team building

Coaching and Development

Benefit Coordination & Employee Evaluation

Problem solving & Conflict Resolution

Microsoft Office Suit (Word, Excel, PowerPoint, Team)

PROFESSIONAL WORK EXPERIENCE

TransLangua Dec 2021– Present

Interpreter

Analyze sentences spoken in English and explain them to Dari.

Facilitate communication for people with limited English proficiency.

Great Hill Solutions – US Department of State Contractor October 2024 – Present

Contact Center Supervisor

Supervise, hire, promote, monitor performance, develop, coach, discipline and provide direction to employees.

Respond to and resolve employee grievances, assign and evaluate work.

Promote a diverse and welcoming work environment.

Plan, organize and manage the work of the unit to ensure that performance expectations and outcomes are met.

Great Hill Solutions – US Department of State Contactor Feb 2022 – Sept 2024

Contact Center Manager

Answering inbound calls, emails and chat messages to address customer inquiries, complaints and requests.

Providing accurate and detailed information based on organization guides and documents.

Directing and escalating complex or unresolved issues to supervisors or other relevant departments.

US Embassy Kabul Afghanistan June 2021 – Nov 2021

Human Resources Assistant / Recruiter

Performing the full cycle of recruitment and recruiting a variety of positions at all levels.

Providing proactive leadership and support to the recruitment team.

Responsible for the implementation of targeted recruitment strategies and branding efforts with an eye to increasing Mission’s Kabul Profile.

Afghan Telecom Kabul Afghanistan July 2018 – May 2021

Executive Assistant

Lead Coordination of activities relating to the Chief Executive Officer Office.

Responsible for management of information, preparing reports and drafting letters.

Assisting in preparing background materials for use in discussion and briefing sessions.

Follow up on Chief Executive Officer decisions made during events and visits and provide regular updates on progress with inputs from responsible departments / individuals.

Solidarities International (SI) July 2016 – June 2018

Human Resources Manager

Ensure the recruitment process is in accordance with SI recruitment policy

Develop and execute recruitment plans to fill the vacant positions in a timely manner.

Analyze the positions, prepare the Job Descriptions, Job Classifications and Job Evaluations before posting the job.

Participate in and lead the recruiting and selection process and recommend the talent and potential job candidates.

ADDITIONAL EXPERIENCE

Senior Administration Officer, Caritas Germany (2010 – 2016)

Administration and Finance Officer, Trocaire International

(2008 -2010)

Program Assistant, DAARTT (2006-2008)

HR Assistant, Afghan Telecom, Kabul Afghanistan (2005 – 2006)

English Language Trainer, Ministry of Communication and IT/ UNDP ICT Project, (2003-2005)

EDUCATION

BBA, Leadership and Management, Kardan University, Kabul Afghanistan, 2007 - 2011

Awards

Appreciation letter granted by United State Department of State for excellent performance.

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