Planting, Animal Welfare
Sehrish Naz
Human Resource Management
Islamabad, Punjab
Summary
Talented Assistant Human Resources Manager offering 1year of expertise managing employee hiring and benefits processes. Well-versed and experienced in overseeing the hiring process, implementing employment regulations and educating employees about benefits provided by CabCall Experts. Detail-oriented in maintaining excellent employee records. Focused on maintaining privacy and confidentiality of employee information at all times. Oversee well-organized and efficient HR operations by balancing organizational targets with compliance and employee demands. Focused on maximizing resource utilization and enhancing performance with forward-thinking approaches. Solid background of improving collaboration and consensus across Cab Services Company environments.
Moreover, my experience in Customer Support World was to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Assistant Manager HR
CabCall Experts
04.2023 - Current
- Created JDs for the diversified roles and for the employees of all the departments within the company
- Active job posting on Indeed/LinkedIn for the technical and non-technical roles
- Carried out the entire hiring process effectively (Job posting, CV shortlisting, conducting telephonic interviews to initial interview and organizing the second round of interviews with the top management)
- Analyzed the resource requirement of each project and allocated the staff that best suits the project's demands.
- Worked on placements, replacements, onboarding, orientation and reference check
- Worked on offboarding and strengthened the exit policies
- Managed the entire Employee Record of 200+ employees
- Constant maintenance of Employee Data i.e, Employee Database/Recruitment Tracking Sheet/Off-boarding Record/Total Staff Count Sheet/Reference Check Record & Paid leaves Sheet
- Assistance and coordination with Accounts Department for the Payroll and Account Opening matters
- Reduced hiring costs through targeted sourcing and efficient interviewing techniques.
- Improved overall employee satisfaction with comprehensive benefits package adjustments.
- Streamlined onboarding processes for new hires, reducing time to acclimate to company culture.
- Monitored HR metrics regularly to identify trends and areas for improvement within the organization.
- Implemented various ways to collect Employee Experience Feedback such as; Suggestion box, Employee Feedback Forms on Management
- Created a Training Manual for the staff
- Created a Guidebook for the company
Telephonist/Trainer
CabCall Experts
05.2022 - 04.2023
- Answering to incoming calls and making cab bookings for the potential customers in the UK
- Attended inquiries from customers as well as taxi drivers
- Managed, allocated and prioritized taxi bookings to ensure all jobs are dispatched in a timely manner
- Obtained and confirmed the necessary information from the customer regarding their bookings
- Provided customer with fare estimates
- Maintained accurate records of all calls, messages, and inquiries for efficient follow-up and reporting purposes.
- Mastered internal software programs such as Autocab, icabbi and Cordic
- Developed strong service knowledge in order to assist callers with informed recommendations and explanations.
- Utilized advanced multi-line phone systems to manage simultaneous calls while maintaining excellent service quality.
- Trained the new staff through making them aware of the company's and project's protocols, providing basic software learning, area knowledge and adherence to quality assurance protocols
- Effectively communicated on Slack regarding the drivers' queries, customers' complaints, lost and found property enquiries and fare quotations
- Created Training Manual for the project
Call Operator/Telephonist/Training Manager
The Telaxy Pvt Lmt.
09.2021 - 03.2022
- Streamlined communication with customers by accurately documenting call details and updating records in the database.
- Supported colleagues in navigating difficult customer interactions, promoting teamwork and cooperation within the call center.
- Improved customer satisfaction by efficiently handling inbound calls and addressing concerns promptly.
- Collaborated with team members to resolve complex customer issues, ensuring a satisfactory outcome.
- Achieved high levels of customer satisfaction through empathetic problem-solving and clear communication.
- Demonstrated adaptability by quickly adjusting to changes in company protocols or procedures as necessary, maintaining seamless service quality for callers.
- Enhanced team productivity by consistently meeting performance metrics and setting a positive example for peers.
- Assisted management in developing new procedures for better call handling, resulting in improved efficiency.
Customer Service Support Representative
Ibex Dynamics
07.2020 - 09.2021
- Cultivated positive relationships with clients through empathetic communication and personalized assistance.
- Sold and promoted company's products on Facebook Marketplace, Gumtree and eBay.
- Identified the market trends and understanding the needs of our business customers
- Gathered market and customer information to improve our existing products
- Responded to incoming emails and phone enquiries
- Listen to customer requirements and present appropriately to make sales
- Conducted follow-up calls with clients as needed, gathering feedback on our customized furniture
- Demonstrated commitment to ongoing and relationship-building efforts.
- Negotiated the terms of an agreement and close sales
- Made accurate, rapid cost calculations and providing customers with quotations
- Advised on forthcoming product developments and promote special
- Learnt the market trends to sell our furniture products to niche audience
- Managed high call volumes while maintaining a professional demeanor and delivering prompt service in each interaction.
Teacher
SLS School Islamabad
05.2019 - 12.2019
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
Education
Associate of Arts - Social Sciences Education
Grammar School Rawalpindi
Bostan Khan Road, Rawalpindi 05.2001 -
GED -
Uniplace
Building 14-C, F-8 Markaz, Islamabad 05.2001 -
Skills
Talent Acquisition
Payroll Administration
Compensation and benefits
Recruitment Strategies
Employee Relations
Grievance handling
Staff Recruiting
Background Checks
Exit Interviews
Training staff
Negotiation & Assistance
Handy at Google Sheets/Excel/MS Office/MS Point
Staffing coordination
Performance Appraisals
Dispute Mediation
Interests
Timeline
Assistant Manager HR
CabCall Experts
04.2023 - Current
Telephonist/Trainer
CabCall Experts
05.2022 - 04.2023
Call Operator/Telephonist/Training Manager
The Telaxy Pvt Lmt.
09.2021 - 03.2022
Customer Service Support Representative
Ibex Dynamics
07.2020 - 09.2021
Teacher
SLS School Islamabad
05.2019 - 12.2019
Associate of Arts - Social Sciences Education
Grammar School Rawalpindi
05.2001 -
GED -
Uniplace
05.2001 -