Hafiza Mina Saba Gill
Lahore
Summary
Dynamic and dedicated professional with strong leadership and communication skills, adept at managing teams to exceed expectations and drive success. Experienced in resource management, talent development, and implementing innovative solutions to meet organizational goals. Forward-thinking manager with a proven track record in process improvement and project oversight, combined with exceptional problem-solving abilities and in-depth knowledge of policies and procedures.
Overview
8
8
years of professional experience
Work History
Manager and Team Leader
IDP Pakistan
Lahore
12.2021 - Current
- Conducted training sessions and provided mentorship to enhance team members' productivity.
- Resolved staff member conflicts, actively listening to concerns, and finding appropriate middle ground.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity by using Genesys and C4C software.
- Managed the hiring, onboarding, and training of new team members, ensuring alignment with business and team requirements.
- Created monthly reports for senior management summarizing operational performance metrics.
Customer Service Executive
IDP Pakistan
Lahore
09.2019 - 11.2021
- Allocating daily leads task to fellow team members using Genesys software.
- Engaging with potential and existing customers through Pakistan marketing campaign using Genesys software.
- Engaging with potential and existing customers through telephone calls (inbound and outbound), emails, and social channels.
Business Centre Executive
Ufone & PTCL
Lahore
06.2019 - 09.2019
- Maintained energy and enthusiasm in fast-paced environment
- Received and processed stock into inventory management system
- Developed and maintained courteous and effective working relationships
- Used coordination and planning skills to achieve results according to schedule
Customer Service Supervisor
Ufone on the campaign of British Council Pakistan
Lahore
05.2017 - 06.2019
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
Customer Service Executive
Ufone on the campaign of British Council Pakistan
Lahore
05.2016 - 04.2017
- Responded to customer requests for products, services and company information
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
Education
BBA - Human Resources Management
UVAS Business School
Lahore, PakistanSkills
- Lead Generation
- Project Management
- Team Leadership
- Negotiation
- Time Management
- Policy Implementation
- Operations Management
- Schedule Preparation
- Complex Problem-Solving
- Staff Development
Languages
Urdu
First Language
English
Proficient (C2)
C2
Timeline
Manager and Team Leader
IDP Pakistan
12.2021 - Current
Customer Service Executive
IDP Pakistan
09.2019 - 11.2021
Business Centre Executive
Ufone & PTCL
06.2019 - 09.2019
Customer Service Supervisor
Ufone on the campaign of British Council Pakistan
05.2017 - 06.2019
Customer Service Executive
Ufone on the campaign of British Council Pakistan
05.2016 - 04.2017
BBA - Human Resources Management
UVAS Business School
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