I am currently working in 2 capacities as mentioned above. Secretarial tasks include follow-ups & taking updates via various means of communication with external resources and internal departments as well. I am monitoring different kind of data for the director as well. As as HR Generalist I am working for the 3 major domains; Recruitment, T&OD also including policy drafting & review and some Payroll making as well.

I am currently working for 2 Directors and looking after all the secretarial work. Major responsibilities are scheduling of meetings, appointments, travel arrangements etc. Maintaining data like files (with proper filing and tagging), contact details of important personnel, emails, letters and notices. Letter drafting is also a task assigned to me. Moreover, keeping the directors updates via WhatsApp and SMSs as well.

This was a temporary project-based position. Here, I Conducted HR activities which included: maintaining data for employees, scheduling of different events, coordination with different teams for data management, RFID Cards management, shortlisting of CVs, coordination with line manager, reporting & analysis etc. I also worked for the Director for Sindh & Balochistan Region.

Looked after complete payroll systems for different clients. JD included attendance & leaves compiling and all salary related queries of the employees plus invoicing as well.

I was deputed at HRS Global's Client, Siemens Pakistan which had a workforce of around 550 employees. My job included to carry out a complete process from induction of an employee, payroll, to its exit and clearing. Also handled day-to-day queries related to payroll, attendance, expense claims, overtime, ID Cards etc.

Looked after all the Secretarial work.
Attended various Sub-Committee meetings and drafting their minutes on monthly basis.
Sometimes attended meetings of confidential level and did their minutes with maintaining confidentiality.
Maintained The Secretary's appointments via email invitations.
Maintained legal documents related to the Club or from external resources.
Email/Call/SMS correspondence with Members of the Club.
Maintained documents in soft form (scanned) and hard copies (filing with proper tagging).
Attended HYGM, AGM and SGM as well and drafting their minutes through voice recordings.
Drafted letters sent out from the Secretary's Office to companies/Members.
Drafted of notices/circulars on 'when required' basis.
Sending notifications for respective Committees/Sub-Committees meetings via email. Also making reminder calls/SMSs on meeting day. (Approx 130 Members in all the committees/sub-committees).
Fixing of appointments for The Secretary and at times for The President.
Participated in few Club events and also made their arrangements.
Implemented various processes for the ease of Members via email for instant work completion.
Initiated new processes with sole ownership (well supported by The Secretary) in order to create ease at my end and most importantly providing convenience to the Club Members.
Worked with various departments in the Club for resolution of Members' queries/complaints.
Processed different types of membership cards for various membership classes.
Monitored notice boards for surety of accuracy of information for Members review.
Any other work assigned by The President, Secretary and/or any Chairmen even Members.
Above all, dealt with Members, (mostly potential individuals/elite class of the city/country including heads of MNCs, banks, industries, mills and government sector officials), and managing to provide them with services little above the mark for unmatched satisfaction level.

(Department: Automobile After Sales Service dept. / Section: Customer Relations Center)

Assessment of dealerships all over Pakistan through various services they provide, such as, First Free Inspection, Second Free Service, New Vehicle Delivery, Product Problem (Warranty Claims).
Receiving customer complaints and forwarding them at concerned/relevant dealership/departments after diagnosis of actual issue.
Keeping, in routine, follow-up of complaints from customer, dealerships, inter-departments etc.
Performing Customer Retention Activities.
Resolution of customer complaints in the earliest slot.
Understanding customers' needs & guiding them accordingly.
Sorting out customers booking issues (through marketing/finance departments).
Drafting and designing of various Questionnaires, SOPs and internal documents.
Participated in the launch of and worked for "24/7 Off-Road Service" in Karachi.
Worked on ERP Systems (IBM iSeries).

+ Besides all these activities, I also hold knowledge of & participated in Kaizen & 5S activities, functions & routines.

Recorded Call Monitoring on daily & monthly basis in order to increase quality level of agents working for different campaigns.
Execution of new errors for betterment of campaign, ease of queries, better & proficient call handling, also beneficiary for the agent.
Reporting & Analysis of agents through CISCO’s Reporter.
Agent’s counseling.
Checking for compliance issues.
Worked on NICE Application.

As a Team Lead for the following departments:

Landline Billing
Value Added Services

The duties, as a Team Lead, performed were:

Floor Management.
Live Call Monitoring.
Preparation of Quizzes on basis of Training Need Analysis (TNA).
Training of agents on new updates / product launch.
Training of agents when required (normally where agents were lacking).
Reports generation & analysis through ZXR portal by ZTE Corporation.

As a Customer Support Executive for the following departments:

Quality Assurance Unit.
Vfone (WLL).
PSTN (Landline packages and other related services).
NPC (New Phone Connections).
Broadband (DSL and Smart TV).
Call Center Support (Backend Operations).

Provided online resolution to all the customers' bank-related concerns.
Offer possible solutions to all queries raised by the customers ranging from credit cards to bank accounts, loans, information & their status.
Telemarketing was also performed on these inbound calls (such as SIP, COC, BTF, insurances etc.)