Human Resources Information Technology

Maiwand Masoud

(My-wand) – ( Maw-soud)

*** ********** ***, **** *****, CT, 06516 *******.******@*****.*** 860-***-****

Summary

Highly skilled business professional with broad experience within human resources, marketing, customer service, international relations, and quality assurance. Known as an excellent communicator with strong interpersonal skills who interacts with team members in ways that contribute to effective working relationships and the collaborative achievement of goals.

Technical Expertise Includes:

Microsoft Office, multiple operating systems, digital marketing platforms, and telecommunications

Ability to use TABS, HRIS, RMS, ADM/OTA, GMOF, MINSAT, and Customer Satisfaction Index (CSI)

Languages: English (fluent, written and verbal), Pashto (native), Dari (fluent), Persian (Fluent) & Urdu

Education

Bachelor of Arts, Business Administration with Specialization in Management

Kardan University, Kabul Afghanistan – 2013

DIT (Diploma in Information Technology)

HITEC Institute of Information Technology, Kabul Afghanistan – 2007

25 Certificates including Marketing, Business Ethics, Conflict Management, Operations Strategy

MTN E-live Academy, Online-South Africa – 2019

Human Resources Professional Certificate

Central Connecticut State University, New Britain Connecticut – 2023

Career Highlights

Interpreter Feb 2023 – Current

ITI Interpreters and Translators, Inc. – Glastonbury, CT, USA

(Independent Contractor)

On-phone medical & social affairs interpreting English, Pashto, Dari, & Persian

In-person and video conference interpreting

Marketing & Customer Recruitment Manager March 2022 – Current

Empire Fisheries – Stonington, CT, USA

Developed a business plan, social media strategy, and website for Empire Fisheries, CT’s largest fishing fleet

Conduct market research & bench marking for sales in the local market

Plan and market company events such as Blessing of the Fleet celebrations and Fishing Fleet Open Houses

Provide administrative support for fifteen commonly owned aquaculture, fishing, and property management companies

Director of Administration & Human Resources June 2019 – July 2021

Hotel Inter-Continental Kabul – Kabul, Afghanistan

Candidate Recruitment, Hiring, and On-boarding

Responsible for all aspects of candidate recruitment, hiring and on-boarding

Managed the hiring process to ensure consistency across departments and appropriate communication among program, administrative, and fiscal staff

Provided on-boarding services and agency orientation for new employees and ensured department and/or program level orientations were standardized and effective

Developed Company Organization Chart, HR policies, administrative processes, employees’ evaluation forms

Developed and implemented targeted recruitment strategies to ensure a robust and diverse applicant pool for all openings

Professional Development and Performance Management

•Responsible for training coaching, and supporting managers to navigate evaluation, training, promotion, discipline, termination, and other HR issues.

General HR Administration and Systems

•Ensured compliance with all relevant laws and systems related to personnel management

•Reviewed current HR systems, researched and implemented new systems based on organizational needs

•Developed planning and budgeting for IT, Transport & Greenery departments purchases and upgrades

•Developed and maintained office security protocols

Government Relations Officer Nov 2016 – June 2019

MTN Afghanistan Telecommunications – Kabul, Afghanistan

•Provided advisory support and executed MTNA Corporate Services, including the Government Relations Strategy of the Government of Afghanistan

•Developed and maintained a strong relationship with and effectively engaged with key stakeholders and decision makers in the executive and legislative arms of government

•Supported ministry of Interior affairs, ministry of defense, police and NDS

•Translated official letters and documents from national languages to English

•Arranging meetings with BTS landlords and solving the legal and security issues with them

Quality Assurance Officer and Trainer May 2014 – Nov 2016

MTN Afghanistan Telecommunications – Kabul, Afghanistan

•Ensured the highest quality of service and employee success through onboarding training for new hires, audits, and progress reports

•Mentored and assessed employees in offices throughout Afghanistan as part of the Quality Seal Program

•Audited the Call Center, Back Office and CSP employees on daily basis through CICSO and Speech log systems and prepared monthly and daily reports of the audits

•Developed Product & Services knowledge assessments for all Customer Relation Departments and Quality Seal survey DCSPs, Kiosks & Franchisees

•Created a Customer Satisfaction Index, thru call audit, callback, and feedback surveys

Customer Care Coordinator Feb 2011 – April 2014

MTN Afghanistan Telecommunications – Kabul, Afghanistan

•Answered phones, responded to customer requests, and transferred calls to appropriate staff

•Provided customers with product and service information

•Identified, researched, and resolved customer issues using the computer system

•Followed-up on customer inquiries not immediately resolved

•Completed call logs and reports

•Researched billing issues and misapplied payments

•Documented and analyzed trends in customer calls and recommended process improvements

Administrative Supervisor Jan 2009 – Jan 2011

Youth Assembly for Afghanistan Rehabilitation (NGO) – Kabul, Afghanistan

•Ensured operations ran smoothly within departments such as information and data processing, mail, materials scheduling and distribution, printing and reproduction, records management, telecommunications management, security, recycling, wellness, and transportation services

•Oversaw the preparation, analysis, negotiation, and review of contracts related to the purchase or sale of equipment, materials, supplies, products, or services

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