Hira Siddiqui
Karachi
Summary
Experienced project management specialist with a strong background in technology-related roles. Skilled in equipment operation, staff training, and development, customer service, and process improvements. Proficient in strategy making, system administration, and technical support. Capable of managing projects and collaborating effectively with teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Manager
JS Bank Ltd.
- Current
- Planning, initiating, executing, monitoring, and closing software projects within the scope, timeline, with quality work.
- Provide regular updates on project progress, highlighting key milestones, and addressing concerns.
- Continuously improve project management processes and workflows, identifying areas for optimization and implementing solutions.
- Break projects into doable actions and set time frames.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Assign tasks to internal teams, and assist with schedule management.
- Create and maintain comprehensive project documentation, plans, and reports.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Developing project scopes and objectives, involving all relevant stakeholders, and ensuring technical feasibility.
- Report and escalate to management, as needed.
- Perform risk management to minimize project risks.
- Interact with clients to gather project requirements on call, understand their needs, and ensure clear communication between the client and the project team.
- Evaluating project performance and outcomes using metrics and feedback.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
Technical Support Engineer
Paymentology
- Diagnose and troubleshoot customer technical problems.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Resolved complex technical problems through root cause analysis techniques.
- Monitored ticketing system queues for incoming requests from customers.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Monitored system performance metrics to proactively address potential issues.
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Regularly analyze and review logs to determine if problems are imminent, and develop solutions before they occur.
- Analyzed customer feedback to develop targeted improvements in technical support services.
- Analyze situations and determine resources needed to solve them.
- Streamlined support processes through the implementation of automation tools and technologies.
- Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
- Ensure ongoing training for tech support staff, advise tech support staff on career planning, and maintain and analyze training records.
- Define, implement, and manage technical support processes and procedures.
- Manage and report on the processes, including root cause analysis and remedial action.
- Manage prioritization, escalation, and resolution of support incidents to the development team.
- Ensure that the ticketing and documentation process for all support incidents is adhered to.
- Manage the process of communicating new software updates and releases to customers.
- Manage the online FAQ and support article knowledge base.
Team Manager\Audit (Team Coach)
IBEX - A TRG Company (FoodPanda PK)
- Provide inspired leadership for the organization.
- Planning and performing operational and financial audits.
- Identifying business process risks.
- Developing testing methodologies to evaluate the adequacy of controls.
- Documenting the results of the evaluations.
- Developing recommendations and reports based on audits, and presenting these ideas to senior management.
- Formulating professional development and educational plans for junior staff members.
- Planning and allocating resources and individuals in accordance with skills and schedules.
Team Coach\Operations Manager
IBEX - A TRG Company (Careem NOW)
- Provide inspired leadership for the organization
- Make important policy, planning, and strategy decisions
- Develop, implement and review operational policies and procedures
- Assist HR with recruiting when necessary
- Help promote a company culture that encourages top performance and high morale
- Oversee budgeting, reporting, planning, and auditing
- Work with senior stakeholders
- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
- Work with the board of directors to determine values and mission, and plan for short and long-term goals
- Identify and address problems and opportunities for the company
- Build alliances and partnerships with other organizations
- Support worker communication with the management team.
Operations Supervisor\Team Coach
IBEX - A TRG Company (Careem)
- To communicate the company’s vision, purpose, core values to the grass root level employees
- To be able to handle employee concerns and provide conflict resolution
- To address all employees’ grievances
- To ensure that the highest level of quality customer care is delivered based on pre-defined quality benchmarks
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction
- To have knowledge regarding efficient usage of software for data entry and/or searching
- To motivate the employees in order to meet all targets and create a healthy competitive environment through recognition, guidance and incentive programs
- Skilled at client management, account management and support team management
- Product knowledge and FAQs.
Monitoring Team Lead - Bol News\Pak News Audit & Control Programs
Bol Media Group
- Assessment of screen and on-going programs
- Suggesting stories and news to be discussed in the programs
- Devising reports and analysis to identify the errors in the shows
- Managing a team to review the shows in the runtime along with devising the FPC
- Perform consulting services for management through participation in projects designed to introduce new and/or changing processes
- Ensuring that all the quality measures and defined SOPs are followed during the shows
- Suggesting the guests be called to the shows according to the highlighted topic along with identifying the technical errors
- Summary report generation for defining mistakes and issues on a daily basis.
Premier Banking\Customer Services
Bank Alfalah Ltd.
09.2015 - 01.2017
- Reporting about the issue of corporate\Premier clients
- Managing the team and task force to provide quality services for the priority customers.
- Resolving the complaints of the priority customers.
- Coordination with different departments to provide quality services to corporate\premier clients
- Generating weekly reports for the managers regarding the resolution and issues of the clients.
- Dealing with the escalated customers on the requests of the managers.
- Keep a check and balance of E-form logging and re-logging at the back-end operations.
- Scheduling and reporting of the daily tasks of the manager.
- Keeping an updated on the special cases and priority customers for quality banking.
- Dealing with the escalated customers on the requests of the managers.
- Handling the transactions and bill payments.
- Forwarding the complaints regarding ATMs and Branches.
- MIS manager, related to the mistakes and complaints.
- Maintaining the quality of the service provided to the customers.
Content Creator & QA - Research & Development
Techvolte
- Interpret and implement quality assurance standards
- Evaluate adequacy of quality assurance standards
- Devise sampling procedures and directions for recording and reporting quality data
- Review the implementation and efficiency of quality and inspection systems
- Develop, recommend and monitor corrective and preventive actions
- Identify training needs and organize training interventions to meet quality standards
- Evaluate audit findings and implement appropriate corrective actions
- Overseeing all content creation activities for the organization's website
- Working closely with the marketing team to devise a web content strategy that aligns with the company's wider goals
- Targeting keywords set by the online marketing manager and basing articles around them
- Assisting the online marketing manager with ad-hoc copywriting.
CSE - Mobile Specialist Square Trade Campaign
IBEX Global - A TRG company
- Solving the queries for customers
- Filing the claims for their mobile devices
- Correspondence with the customers through Email - E-support
- Troubleshooting their devices (Mobile, Tablets)
- Maintaining relationships with customers.
Social Media and Content Writer
Interactive Cells
- Management of their social media pages - Coder Avenue, TecIdentity, Orient Textiles
- Content Development: TecIdentity, Coder Avenue, SEO blog write-ups, Copywriting, Taglines, Orient Fashion blog, Marketing Proposals.
Education
Master of Business Administration - Management Information Systems (MIS)
Iqra University
Karachi, Pakistan01.2017
Bachelors of Business Administration - Marketing
Iqra University
Karachi, Pakistan01.2013
Higher Secondary School Certificate -
Khatoon e Pakistan Govt Degree Girls College
Karachi, Pakistan01.2009
Secondary School Certificate -
White House Grammar School
Karachi, Pakistan01.2007
Skills
- Team Management
- Event Management
- Project Management
- Systems implementation
- Data Analysis
- Resource Allocation
- Project tracking
- Vendor Sourcing
- Technical Support
- Workforce training
- Project Planning
- Communication Skills
- Analytical & Planning Skills
- Interpersonal Skills/ Business Communication
- Initiation
- Quick learner
- Leadership
- MS Office
- Photoshop CS
Certification
- Gemini for Google Workspace
- Google Workspace Administrator
- Workspace End-user
- Get Started with Looker
- Google SIEM & SOAR
Thesiswork
- Factors in Advertisements affecting Consumer Buying Decision in Telecom Industry, To examine the factors, present in an advertisement that affects the consumer buying decision within the telecom industry., Iqra University, Karachi, Pakistan, 05/2013
- Influence of Brand Related User-Generated Content on Facebook: An S-O-R Framework evaluation of Clothing Industry in Pakistan, To examine the impact of brand related user-generated content on Facebook which shapes the purchase decision of the consumers within the clothing industry. To identify the relationships between the variables using the Stimulus-Organism-Response(S-O-R) framework, Iqra University, Karachi, Pakistan, 05/2017
Official Publication
https://www.inderscience.com/info/ingeneral/forthcoming.php?jcode=ijeb
Influence of Brand Related User-Generated Content through Facebook on Consumer Behavior: A Stimulus-Organism-Response Framework
Projects
- Open project open source
- Google workspace and OS migration
- SDWAN implementation
- Lan posturing rollout of LAN security in HOs
- ATM jackpotting
- CMS upgrade part of PMO Team
- Jira project management rollout in CAREEM
- Esupport establishment Migration of CRM to Salesforce
References
References available upon request.
Timeline
Premier Banking\Customer Services
Bank Alfalah Ltd.
09.2015 - 01.2017
Project Manager
JS Bank Ltd.
- Current
Technical Support Engineer
Paymentology
Team Manager\Audit (Team Coach)
IBEX - A TRG Company (FoodPanda PK)
Team Coach\Operations Manager
IBEX - A TRG Company (Careem NOW)
Operations Supervisor\Team Coach
IBEX - A TRG Company (Careem)
Monitoring Team Lead - Bol News\Pak News Audit & Control Programs
Bol Media Group
Content Creator & QA - Research & Development
Techvolte
CSE - Mobile Specialist Square Trade Campaign
IBEX Global - A TRG company
Social Media and Content Writer
Interactive Cells
Master of Business Administration - Management Information Systems (MIS)
Iqra University
Bachelors of Business Administration - Marketing
Iqra University
Higher Secondary School Certificate -
Khatoon e Pakistan Govt Degree Girls College
Secondary School Certificate -
White House Grammar School
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