Hunain Haroon

Experience

• 

  Matrix Trackers Pvt Ltd

  Mar 2010 - Feb 2014

  Assistant Manager Operation & Customer Services

  Sound experience in customer service and support with recognized strengths, in in-bound and out bound calls, problem solving and trouble-shooting, call Center staff support and planning / implementing proactive procedures and systems to avoid complaints. Manage a Team of 28+ Agents solely for the purpose of catering to customer queries and vehicle security & monitoring. Proficient with Microsoft Office system (including Microsoft Word, Excel, Power Point, ® & Microsoft Outlook ® & Microsoft Visio.Ensured that rules of conduct were adhered to during each call.Ability to train, motivate and manage customer service & operations employees.Develop Plans, conduct call center service level and performance variance analysis, process call center reports, and maintain/update and improve agent’s profiles.Coordinating with law enforcement agency for Recovery of Stolen / Snatched vehicle.Responsible for resolution of customer queries related to their security deposits & related to the Capital Market and corporate actions.Responsible for maintaining quality and authenticity of information passed down to customers.Generated Weekly and Monthly reports to examine the performance of the call center identifying call trends, call volume, service level, abandoned & dropped calls, and forecasting trunk usage.Involved in the analysis of the system reporting structure, fault-finding, and suggesting solutions along with reducing operations costs.Operated a number of various international tracking software tested and carried out various diagnostic tests to ensure accurate operations of the system.Carried out weekly and monthly assessments of agents on call handling skills, service level, and number of customer interactions, calls received, and punctuality to monitor productivity and induce improvement.Prepared budget reports and tracked call center expenditures.Interrupted call center data and developed strategies accordingly.Irate Customer Call Handling. Show less

• 

  Food Choice

  Feb 2014 - Dec 2015

  Food and Beverage Manager

  - Handled internal operations- Managed Events - End to End- Managed Human Resource- Managed Administrative Matters- Ongoing R&D for competent vendors

• 

  Sems

  Dec 2015 - Feb 2019

  Manager Operation / Food & Beverage

  Remote-site End to End Operational Management at Client-EndHeading all the operationsManaging food and beverage operations within budget and to the highest standardsPreserve excellent levels of internal and external customer serviceCorrespondence with the Clients' ManagementComply with all health and safety regulationsHandling Audits ( Local Auditors - SGS, QCS, & Internal Audits conducted at client-end; International Auditors - from Queensland, Australia, TUV Austria)On-site Events - End to end managementOngoing R&D for competent vendorsTeam building and managing their professional trainingsExperience in all type of Food and Site Operations.Managing a team of approximately 300 employees in a busy work environment.Working closely with the Financial Manager, Facilities Manager & HR department.Ensuring compliance to all Environmental Health & Safety goals & objectives.Establish and implement departmental policies, goals, objectives, and proceduresMonitoring food hygiene and safety standards, carrying out risk assessments and maintaining high standard.Creating, managing and analyzing performance data and other information.Ensuring that capacity and capability are continually planned.Encouraging, identifying and developing best practice strategy.Producing Operations manuals which define how the business is to be run.Travelling to and working at external venues when required to such as wedding parties, events and exhibitions.Working with chefs and kitchen staff to plan and organize the food and drink service on offer to customers.Manage the kitchen and waiting staff and making sure that they fully understand their role and duties.Monitoring the quality of food, products and service provided by tasting and asking customers for their views.Coordinating and overseeing diverse types of tasks and duties being carried out in the kitchen area.Extensive knowledge of food hygiene (including HACCP, IFSSC SO 22000-2018 ), kitchen operations and hospitality Show less

• 

  TFS

  Mar 2019 - now

  Report to CEO.Managing 4 remote locations of power and mine sector in Pakistan.Managing a team of approximately 500+ employees in a busy work environment.Managing 900+ guests in daily routine Whom I facilitate in (3 times meals refreshments, housekeeping, laundry , maintenance and events).Managing Catering for 1800+ guest in daily routine in reputable companies in Pakistan.Remote-site End to End Operational Management at Client-End.On-site Events - End to end management.Managing all food and beverage operations within budget and to the highest standards.Correspondence with the Clients’ Senior Management.Ongoing R&D for competent vendors.Team building and managing their professional trainings.Working closely with the Financial Manager, Facilities Manager & HR department.Establish and implement departmental policies, goals, objectives, and procedures.Creating, managing and analyzing performance data and other information.Ensuring that capacity and capability are continually planned.Encouraging, identifying and developing best practice strategy.Producing Operations manuals which define how the business is to be run.Travelling to and working at external venues when required to such as wedding parties, events and exhibitions.Working with chefs and kitchen staff to plan and organize the food and drink service on offer to customers.Coordinating and overseeing diverse types of tasks and duties being carried out in the kitchen area.Monitoring food hygiene and safety standards, carrying out risk assessments and maintaining high standard.Handling Audits ( Local Auditors - SGS, QCS, & Internal Audits conducted at client-end; International Auditors - from Queensland, Australia, TUV Austria).Extensive knowledge of food hygiene (including HACCP, IFSSC SO 22000-2018 ), kitchen operations and hospitality Show less Remote-site End to End Operational Management at Client-EndHeading all the operationsManaging food and beverage operations within budget and to the highest standardsPreserve excellent levels of internal and external customer serviceCorrespondence with the Clients' ManagementComply with all health and safety regulationsHandling Audits ( Local Auditors - SGS, QCS, & Internal Audits conducted at client-end; International Auditors - from Queensland, Australia, TUV Austria)On-site Events - End to end managementOngoing R&D for competent vendorsTeam building and managing their professional trainingsExperience in all type of Food and Site Operations.Managing a team of approximately 300 employees in a busy work environment.Working closely with the Financial Manager, Facilities Manager & HR department.Ensuring compliance to all Environmental Health & Safety goals & objectives.Establish and implement departmental policies, goals, objectives, and proceduresMonitoring food hygiene and safety standards, carrying out risk assessments and maintaining high standard.Creating, managing and analyzing performance data and other information.Ensuring that capacity and capability are continually planned.Encouraging, identifying and developing best practice strategy.Producing Operations manuals which define how the business is to be run.Travelling to and working at external venues when required to such as wedding parties, events and exhibitions.Working with chefs and kitchen staff to plan and organize the food and drink service on offer to customers.Manage the kitchen and waiting staff and making sure that they fully understand their role and duties.Monitoring the quality of food, products and service provided by tasting and asking customers for their views.Coordinating and overseeing diverse types of tasks and duties being carried out in the kitchen area.Extensive knowledge of food hygiene (including HACCP, IFSSC SO 22000-2018 ), kitchen operations and hospitality Show less

  • Regional Manager Operations/ Food & Beverage/ General Manager Restaurant

    Jan 2023 - now

  • Senior Manager Operations/ Food & Beverage

    Mar 2019 - Jan 2023