Muhammad Zia Ul Hassan

Experience

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  Wish International

  May 2011 - Sept 2012

  Monitoring and Evaluation Officer

  1. Making project monthly reports SPRMs, Final reports, Project Handing\Taking over reports2. Provide support in planning phase of project by focusing on development of project planning and3. Coordination with filed supervisors and project team regarding day to day updates and activities of project4. Supporting project procurements to assist Project finance manager and Organizing book keeping documents, vouchers 5. Helping project finance manager in cash count protocols on monthly basis6. Manage delegation visits to the field site by providing project updates through presentations for donors and coordination meetings. 6. Conducted regular data collection from field visits for basic health unit improvement of water and sanitation in Malakand region Show less

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  RIHRDO ( Rural Infrastructor And Human Resource Development Organization)

  Oct 2012 - Apr 2014

  Programme Officer

  1. Submission of monthly expenditure cash planning to CEO2. Supporting procurement of project3. Provided support in planning phase of the project by advising on key project success initiatives and drafted monthly and final reports on progress and completion of work plan4. Managed clear understanding and communication level between the Organization and Partners like UNHCR/RAHA in construction of school building and rehabilitation.

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  National Bank of Pakistan

  May 2016 - May 2018

  Liabilities

  1. Worked in general routine banking tasks like posting/punching of pay orders.cheques and maintaining pension data in Microsoft excel2. Preparing and filing cash count protocol’s by assisting branch operation manager3. Manage opening and maintenance of new and present accounts respectively.4. Provided customer service to clients by working on CASA (Current/Saving accounts

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  Uber

  Jun 2018 - Nov 2022

  Green Light Hub Expert

  1. Involved in the launch of GL operations in Pakistan Peshawar GLS for Mini/Moto/Auto and supply acquisition.2. Worked on Green Light Projects to Improve Customer Experience in GLH and Improve Csat from base line to highest in EMEA region.3. Responsible for providing world-class-in-person support to Uber Partner Drivers by determining their problems and responding effectively to their queries.4. Respond to customer's inquiries regarding tariffs and provide them with information on navigating the online uber system.5. Provide insight and assistance with special events, promotions and training.6. Access each driver partner's personality and ensure that they are provided with information and training on conducting themselves appropriately in front of customers.Skills used in role:Customer Relations · Key Performance Indicators · Problem Solving · Customer Experience · Customer Support · Analytical Skills · Quality Management · Business Process Improvement · Microsoft Office · Show less

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  Careem

  Nov 2022 - Sept 2023

  Supply Associate (Market Ops)

  Successful Projects:1. Standardized Driver Support Structure2. Captains Walk-in Tracker ( To tracker Walk-in numbers, consumption of escalation channels, staff engagement and performance)3. Customer feedback management system4. Worked with team to build EMS system for smooth branch operations .Other Responsibilities:1. Works closely with the Opportunity Centers (OC) staff to understand the OC dynamics for improved stakeholder management2. Improves captains experience management at the OC level by creating a roadmap for OC team development and system improvement.3. Monitoring all types of customer services at OC and supports staff in ensuring timely captains queries resolution4. Responsible for OC/outlet operations in Peshawar and other cities remotely.5. Keeping records and reports on center operations. 6. Arranges training for all OC staff to ensure service excellence7. Maintains good ambiance at OC by improving franchise team outlook for an overall conducive environment8. Coordinates with Manager OC Servicing for system improvement and proactive resolution of queries through standardization.9. Audits the customer journey at the OC to simplify and streamline the process for improved customer satisfaction10. Manages OC and Customer quires resolution channels by motivating and counseling the POCs to improve productivity and align to commitment of providing high-quality services.Skills used in role:Customer Relations · Key Performance Indicators · Problem Solving · Customer Experience · Customer Support · Analytical Skills · Quality Management · Business Process Improvement · Microsoft Office · Show less