MANAL ABDUL QADIR
Karachi
Summary
A People and Culture professional with a versatile background spanning customer support, quality assurance, content writing, and teaching. Dynamic professional transitioning from Customer Support Excellence to Training and Development. Proven track record in enhancing team performance through tailored coaching and curriculum design.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
TRAINING AND DEVELOPMENT SPECIALIST
Snoonu
Karachi, Sindh, Pakistan
12.2024 - Current
- Onboarding: Lead new hire training and SOP integration across BPO platforms including Salesforce, Ziwo, and Maqsum.
- Curriculum Design: Create training modules for soft skills and technical workflows to drive departmental KPIs.
- Performance Coaching: Execute quality audits and feedback loops to bridge skill gaps and improve performance.
- Collaboration: Align training strategy with QA and Operations to meet evolving business goals.
CUSTOMER SERVICE SPECIALIST
SNOONU
05.2024 - 08.2024
- BPO Software Navigation: Proficiently navigated and utilized multiple BPO software platforms, including Salesforce, Action Center, Ziwo, Slack, and Falcon Flex, to streamline customer service operations.
- Multitasking and Chat Handling: Efficiently managed multiple chat sessions simultaneously, handling relevant escalations and processing orders with precision and accuracy.
- Call Management: Handled a high volume of internal calls, managing communications between merchants, riders, and customers to ensure smooth operational flow and customer satisfaction.
- Performance Excellence: Consistently achieved exceptional scores in regular KPI evaluations, demonstrating a commitment to excellence and continuous improvement.
- Skill Enhancement: Enhanced multitasking and soft skills through hands-on experience with calculations, chat handling, and simultaneous calls, effectively addressing customer queries and concerns.
- Team Collaboration: Worked collaboratively with cross-functional teams to resolve complex customer issues, contributing to a cohesive and efficient work environment.
CUSTOMER SUPPORT SPECIALIST
IBEX
11.2023 - 04.2024
- Providing Customer Support: Handled inbound calls from customers regarding inquiries, complaints, product information, and general assistance.
- Resolving Issues: Resolved customer issues efficiently and effectively, ensured a high level of customer satisfaction.
- Product Knowledge: Maintained a deep understanding of Walmart's products and services to provide accurate information to customers.
QUALITY ASSURANCE & CONTENT WRITER
Z Group of Companies
01.2022 - 10.2023
- Content Creation: Collaborated with graphic designers to create and construct Z School Magazine.
- Monthly Newsletter Design: Designed and composed content for the monthly newsletters for all three campuses.
- Web Content Developer: Developed content and designing the website for Z International School at zinternationalschool.edu.pk.
PUBLIC SPEAKER AND HOST
Z INTERNATIONAL SCHOOL
01.2022 - 01.2023
- Conducted the parent briefing presentation on excursion to Dubai and Turkey
- Hosted and managed Z Annual Result Ceremony and Z Annual Sports Carnival
- Prepared students for stage play, skits and drama at Z Annual Concert, and Award Ceremony held at the British Embassy.
- Conducted Public Speaking Clubs at the Z International School
LANGUAGE ART & ENGLISH LITERATURE TEACHER
Z International School
01.2022 - 01.2022
- Focused on arts, drama, and effective communication through dialogue and expression.
- Enhanced language skills and drilled literary techniques used by writers under different genres.
ENGLISH LANGUAGE TEACHER
The Intellect School
01.2022 - 01.2022
ARTICLE WRITER
Freelance Agency
01.2021 - 01.2022
Education
Certified Training Professional
Pakistan Institute of Management
Karachi, Sindh, Pakistan12-2027
IELTS - undefined
International Institute Of Technology
U.A.E - DUBAI01-2015
Diploma - Certified Training Professional
Pakistan Institute of Management
Karachi, Sindh, Pakistan12-2027
Skills
- Communication
- MS Word
- Scheduling
- Management
- Conflict Resolution
- Coaching
LANGUAGE
English
Urdu
Gujarati
Arabic
Interests
Creative/ Writing Blogging, Swimming, Designing, Motivational Talk, Public Speaking
Certification
- IT WORKSHOP - THE INTELLECT SCHOOL: Awarded as an Active participant at the workshop for having an abundant knowledge on Hardware and Software.
- SUMMER PROGRAM 2023 - NCUK: Successful completion of the NCUK Summer Program 2023 & Awarded the title of Ambassador at NCUK
Timeline
TRAINING AND DEVELOPMENT SPECIALIST
Snoonu
12.2024 - Current
CUSTOMER SERVICE SPECIALIST
SNOONU
05.2024 - 08.2024
CUSTOMER SUPPORT SPECIALIST
IBEX
11.2023 - 04.2024
QUALITY ASSURANCE & CONTENT WRITER
Z Group of Companies
01.2022 - 10.2023
PUBLIC SPEAKER AND HOST
Z INTERNATIONAL SCHOOL
01.2022 - 01.2023
LANGUAGE ART & ENGLISH LITERATURE TEACHER
Z International School
01.2022 - 01.2022
ENGLISH LANGUAGE TEACHER
The Intellect School
01.2022 - 01.2022
ARTICLE WRITER
Freelance Agency
01.2021 - 01.2022
IELTS - undefined
International Institute Of Technology
Certified Training Professional
Pakistan Institute of Management
Diploma - Certified Training Professional
Pakistan Institute of Management
EVENTS AND WORKSHOPS
- 1. The Italian Story Telling Session by Paramount Books.
- 2. Idea of being Ideal by Mr. Owais Rabbani
- 3. Communication Skills (Part 1) by Mr. Owais Rabbani
- 4. Edifying Communication Skills (Part 2) by Mr. Owais Rabbani
- 5. Coping with Exam Stress and Anxiety by Mr. Owais Rabbani
- 6. The Complete Public Speaking Course: Become a Great Speaker by TJ Walker