Hina Yousaf

Experience

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  Ufone

  May 2006 - Dec 2021

  eLearning Program Development: Designed and developed over 200 interactive digital learning programs using Articulate Storyline, Adobe Captivate, Vyond, and Videoscribe, enhancing learning experiences.Needs Assessment and Analysis: Conducted pre- and post-needs assessments to identify training requirements and measure effectiveness, leveraging data analysis to optimize learning solutions.Content Creation: Created engaging training materials using PowerPoint, Adobe Acrobat, Photoshop, and Illustrator, integrating advanced graphic design and UI/UX elements.Technical Documentation: Authored detailed web requirement documents for recruitment portals, outlining tools, technologies, and processes.Business Proposals: Developed compelling business proposals, showcasing learning and development services to secure new clients.System Development: Initiated and developed an attendance management system using Excel and Access, and automated training needs assessment through a web portal module.Instructional Video Production: Produced instructional videos with Adobe After Effects and Sound Booth, incorporating voiceovers and animations.Training Strategy: Conceptualized and implemented strategies for the Learning Management System (LMS), aligning with organizational goals.Collaboration and Workshops: Partnered with departments for training needs analysis, customized workshops, and remedial sessions to address performance gaps.Performance Reporting: Prepared monthly and quarterly reports on trainer and trainee performance, using trend analysis to drive improvements.Automation and Support: Enhanced operational efficiency by automating customer care processes and providing technology support. Show less Worked as a Senior Executive in SDSM, facilitated and monitored the in-house development of various projects to increase the performance efficiency of employees and different Customer Care Departments.Development of e-Learning and Learning Management System:1. Designed and developed a framework for the development of instructional and Conceptualized Video based interactive Tutorials for Customer Care Staff. 2. Developed SCORM based multimedia e-Learning content comprising of interactive product based tutorials for internal and external customers. Automation of Operational Processes:3. Devised a framework and defined business logic's for the development of Quality Monitoring System including target assignment mechanism and web architecture. 4. Research and help in automation against ongoing customer care operations. 5. In-house development and deployment of supporting tools for Customer Care. 6. Provided assistance in ongoing ad-hoc developmental requirements by the management. Show less To make a significant contribution at the organizational level, this department and position has been created as an initiative to standardize the job specification of all departments and also to re-engineer processes and standard operating procedures to facilitate customers more effectively.Designing of Job Specifications:1. To improve the quality of services and performance of employees, job specifications of all CS Departments were designed in order to align departmental goals with the organizational objectives. Facilitated as a liaison between all CS Departments to understand the requirements of job role and formulate a comprehensive job description.Process Engineering & Re-Engineering:2. Involved in business process engineering and re-engineering of customer operations to reduce the turnaround time of work activities and to increase the individual efficiency of employees.3. Responsible to audit, review and flag ambiguous information of final submitted SOPs to ensure the overall coherence, its accuracy and formal standardized quality.Automation and Special Projects:4. Responsible for the development of special tasks as assigned by the Manager (Development of Online Employee Discussion Forum assigned by the VP COPs, Employee Satisfaction Survey, Competency Development Framework & Employee Engagement Program etc.). Show less This position was aimed to provide specialized training services and solutions to all departments of Customer Operations, including devising need based training plans, developing training content, rolling out training's, coordinating with stakeholders for the implementation of Training programs.Planning, Development & Execution of 2 Years Fast Track/ Regular Track Training Program CS GURU:1. Developed Pre Launching Campaign to create a hype and interest among the participants.2. Facilitated in the branding of CS GURU Logo, banners, flags and other supporting material.3. Developed 40 (+) soft skills, product, process and system based training programs for executives, supervisors, assistant managers and managers.Training Coordinator for Nationwide Programs:3. Assisted as a liaison between CS Departments to support Training initiatives and processes.4. Responsible to provide logistical support for in-house training programs.5. Responsible for the dissemination of all communications.6. Developed Marketing campaign to support the publicity of In-house Training's through multimedia, video, flash based teasers.Need Analysis:7. Developed an automated TNA framework to carry out online assessment and feedback analysis to monitor the impact of learning initiatives and to evaluate the overall training effectiveness. Show less

  • Senior Instructional Designer & eLearning Developer

    Dec 2011 - Dec 2021

  • Sr. Executive, Service Development & Subscriber Management

    Dec 2010 - Dec 2011

  • Sr. Executive, Quality Standardization

    Feb 2010 - Dec 2010

  • Executive Training & Development

    Jun 2007 - Feb 2010

  • Executive Customer Care

    May 2006 - Jun 2008
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  Fiverr

  Feb 2023 - now

  Senior Instructional Designer