MUHAMMAD HUMAYUN SHAHZAD

• Following a layoff, focused on enhancing professional and academic qualifications by pursuing an MS in Management Sciences after a 20-year break from formal education.
• Co-founded a BPO startup that specializes in diverse services, including support for the trucking industry and medical billing (RMC) in the US. Managed separate, highly skilled teams, each certified in their specific domains, to ensure high-quality service delivery and operational excellence.

At Zones LLC, I was instrumental in transforming the Sales Enablement function for the US and PK teams by driving impactful programs that enhanced leadership capabilities, improved cross-departmental collaboration, and maximized learning resources.

In addition to standard responsibilities in Sales Enablement, I initiated and led high-impact programs that transformed team capabilities and maximized organizational effectiveness:

• Cultural Impact Program Initiation: Launched a groundbreaking cultural impact program aimed at revitalizing the 'frozen' middle management. Focused on developing their skills as effective people managers, coaches, and mentors, while fostering stronger collaboration with product and marketing teams, and key support functions such as PMO, Legal, ISAs, SAs, Supply Chain, and HR.
• Optimization of Learning Resources: Revamped the training and self-learning content layout on SharePoint, enhancing its interactivity and accessibility. This led to a significant increase in e-learning content utilization, which was previously underutilized at less than 2%.

• Relocated from the UAE to Pakistan to explore entrepreneurial opportunities and gain diverse business experience.
• Co-founded and served on the board of directors for several startups, including a restaurant, a dairy distribution company, and a BPO/call center company. Despite the challenges and ultimate closure of these businesses, gained invaluable experience in business management, team leadership, and market dynamics.
• Worked as a freelance trainer, successfully integrating corporate strategies into academic environments. Delivered impactful training sessions to teachers across various schools, enhancing their teaching methodologies and skills.

At Etisalat, I played a pivotal role in transforming the organization’s customer experience and operational efficiency through comprehensive training and development programs, strategic leadership initiatives, and a focus on continuous improvement and collaboration.

Beyond the typical responsibilities of an L&D Manager, I led transformative initiatives that reshaped the organizational culture and enhanced operational efficiency:

• Leadership and Cultural Transformation: Partnered with the Managing Director of CX Transformation to implement strategic initiatives that enhanced customer experience and operational excellence. Spearheaded training programs aimed at developing middle management as effective leaders, fostering a culture of continuous improvement across the organization.
• Training Content Development and Implementation: Developed and optimized training materials for customer care and sales teams, including scripts for phone, email, and chat support, to improve service quality and sales effectiveness. Ensured all content adhered to industry best practices, promoting customer service excellence and driving performance.