Hussein Zafar

Experience

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  Army Public School & College

  Jan 2003 - Nov 2004

  Teacher

  Teacher 9th and 10th class in Pakistan Studies and English. Coach of the College English Debate Team and coordinated in various extra-curricular activities at the School. Organized social and official functions at premises and outdoors.

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  Jinnah Builders, Islamabad

  Nov 2004 - May 2005

  Customer Relations Executive

  First point of contact for potential customers interested in purchasing, selling or renting real estate.

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  Ibex

  May 2005 - Jun 2012

  Training Executive & Senior Customer Service Executive

  Customer Support Executive for Central VoicePart of an Answering Service for a 24/7 program to provide telephonic support to Doctors’ offices and Hospitals. Effectively maintained the challenging Call Handling Time of 60 seconds per call and also ensured accuracy in spellings as well as grammar. Customer Response Analyst for BMW of North AmericaAnalyzing feedback from customers and preparing reports for Dealerships & Corporate Headquarters. Successfully met the high quality targets of 98% and above and received the award of Most Consistent Employee of the year. Sales Verifier for Beckley Sales Verification ProgramVerifying sales calls for noted Insurance providers in the US. Warranty Specialist for SquareTrade.comProvision of telephonic as well as email support to warranty customers regarding general as well as claims related issues. Worked on the Salesforce platform and successfully met the targets set by the onshore client. Training Executive in International OperationsServed in the Training & Development Department to train newcomers in the field of Customer Service. Successfully met the KPI’s for attrition and graduation counts. Successfully initiated the methodology of participative and experiential learning. Senior Customer Relations Executive for Alert CommunicationsPart of an answering service for onshore office location performed the role of a virtual secretary. Took messages for the office when it was closed or not available. Also took online orders as well as registrations for clients like Institute of Natural Resources and Lego. Show less

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  Axact

  Oct 2012 - Dec 2012

  Content Developer

  Certified Research Professional. Prepared formal research papers on diverse subjects such as Psychology, Sociology, Cultural Studies, History and Literature.

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  DHA SKBZ College, Karachi

  Dec 2012 - Jun 2013

  Teacher

  Teaching and coordinating the making of the syllabi and ensuring completion of the course on time. Liaising with parents in capacity of Class Teacher and ensuring healthy Parent-Teacher interaction.

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  Ibex

  Nov 2013 - Nov 2015

  Training and Development Specialist

  Conducting Train the Trainer sessions for in-team trainers and on boarding new Trainers joining the department. Training newcomers in the field of Customer Service. Effectively maintaining interest of the trainees in the courses as well as the organization.Designing and improving upon Training modules for International, Domestic and Non-voice programs. Worked on multiple audio visual presentations for New Hire Trainings as well as other trainings to existing employees and brought the projects to a successful conclusion.Working in collaboration with Organizational Development in order to train existing employees in different spheres of their work life.Inculcating a culture of teamwork and hard work among the trainees and participants to maximize productivity.Working with in collaboration with the Recruitment and HR departments to ensure we were hiring the right kind of employee for the right job.Active participant in recruitment seminars as an assessor to ensure transparency in the hiring process and choosing the right candidates as per a program's requirements.Designing Trainer's manuals for different programs. Show less

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  AdvantAge BPO

  Jan 2018 - May 2018

  Head of Admin, HR, Recruitment & Training

  Involved in major projects like, renovation and hardware procurement and converting the Space into a State of the Art facility suited to the needs of the operation. Hiring candidates for Outbound Operation through various media for example; social media and Print media and referrals. Interviewing and short listing candidates.Training the newly hired employees giving them basic know-how about Customer Services,Telemarketing and the product the Company was dealing with.Successful commencement of dialing on given date in collaboration with the IT Department.Maintenance of employee relations and keeping their morale high by incentivizing salesOn the spot.Managing day to day affairs and maintenance of tight controls on office expenditures &Spendings.Monitoring employee performance and reporting to the stakeholders at the Head Office in Islamabad.Actively involved in the registration of the Company with FBR in consultation with theCompany’s solicitor. Show less

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  Prime BPO

  Feb 2019 - Dec 2019

  Manager Training and HR

  Responsible for strategic HR functions like Recruitment, Training and Development and drafting and implementing HR policies.Conducting New Hire Trainings as well as Product related Trainings for new employees (two batches per week).Ensuring that policies are being followed in letter and spirit.Ensuring that documentation related to on boarding new employees and dependability was up to date.Liaising with the Finance Department at the time of monthly payroll and employee separation.Keeping all stake holders informed about the status of Trainees and upcoming batches.Consistently performing in a very high-attrition market and the unique challenges it posed.Conducting Trainings for employees on topics ranging from Leadership to Sales Techniques to Soft Skills and Grammar. Also responsible for providing feedback to employees on different subjects on a daily basis.Hiring candidates for Outbound Operation through various media for example; social media andPrint media and referrals. Interviewing and short listing candidates.Monitoring Team Leaders’ performance and sharing action plans with them with regards to targets and their achievement. Show less

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  Gen 31 Studio

  Dec 2019 - Aug 2022

  Business Unit Lead

  Heading the Call Center Operations for a Domestic Client.Handling escalations and provision of timely resolution to the customers. Responsible for Client coordination to ensure smooth running of the operations and reporting on daily performance to all stakeholders.Working with the E-Commerce division on Content Development.Engaged in Business Development for the Company overall in order to diversify our client base.Working alongside the HR Department in recruiting for the Call Center Operations.Responsible for on-the-job training for New Hires by setting personal example.Also providing Soft Skills Training on regular basis to the team to enhance Customer Experience. Show less

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  Prime BPO

  Jan 2023 - now

  Human Resources Training Development Manager