Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Sehrish Naz

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

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Interests

Planting, Animal Welfare

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 -

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Sehrish NazHuman Resource Management