AQSA ZULFIQAR

• Lead a four-member HR and Operations team supporting approximately 70–80 employees across the UAE and Pakistan.
• Partner with senior leadership on workforce planning, employee relations, talent acquisition, performance management, and organizational priorities across two countries.
• Oversee end-to-end HR operations for 70–80 employees, including recruitment, onboarding, payroll coordination, benefits, performance reviews, employee documentation, and offboarding.
• Develop and implement HR policies, procedures, and frameworks aligned with business objectives and employment requirements.
• Manage full-cycle recruitment for senior, technical, and business-critical positions in partnership with hiring managers.
• Resolve complex employee relations matters involving performance concerns, disciplinary actions, restructuring, redundancy, and employee separation.
• Oversee compensation, benefits, payroll coordination, employee engagement, retention, learning and development, and workforce reporting.
• Maintain accurate HRIS and employee records while ensuring compliance with employment regulations in the UAE and Pakistan.

• Managed day-to-day HR operations, including recruitment, onboarding, payroll coordination, and employee relations.
• Supported full-cycle recruitment, including candidate coordination, interviews, offers, and onboarding.
• Coordinated performance management, employee engagement, training, and policy implementation.
• Maintained accurate HRIS records and employee documentation throughout the employee lifecycle.
• Handled employee relations matters, including queries, attendance issues, and performance-related processes.

• Coordinated end-to-end vehicle service operations for approximately 22–25 customers per day, from vehicle pickup and garage drop-off to final delivery.
• Managed and coordinated a fleet team of 8–12 members, assigning daily movements and ensuring timely pickups and deliveries.
• Acted as the main point of contact between customers, riders, and garages, providing service updates and resolving operational issues.
• Handled customer escalations, service delays, payment-related queries, and day-to-day operational concerns to ensure a smooth customer experience.
• Managed service invoices and supported multiple payment methods, including cash, in-app payments, and payment links.
• Maintained operational records and coordinated daily activities to support service efficiency and accurate reporting.

• Advised 50+ customers per month on suitable insurance products and processed policy applications in line with regulatory requirements and internal procedures.
• Assessed client needs and recommended appropriate insurance products and coverage options.
• Processed claims and compliance checks while coordinating documentation and customer follow-ups to support timely case completion.
• Collaborated with underwriters to expedite approvals and resolve client inquiries within expected service timelines.

• Resolved approximately 50+ customer inquiries per day across phone, email, and chat while maintaining timely and accurate communication.
• Assisted in troubleshooting technical issues, enhancing user experience and satisfaction levels significantly.
• Maintained service quality by handling escalations and resolving approximately 80% of customer issues within the expected response time.
• Supported the onboarding and training of new customer support team members