HALEEMA FAYYAZ
Ajman
Summary
Results-driven professional with a proven track record of success across multiple domains, including quality assurance, training and development, client relationship management, and human resources. Possesses a unique blend of technical acumen, interpersonal skills, and strategic vision to drive organizational growth and operational excellence. Adept at building and nurturing relationships with clients and stakeholders, while implementing innovative solutions to meet business objectives and exceed customer expectations. Excels in team leadership, process optimization, and driving continuous improvement initiatives to enhance overall performance and drive business success.
Overview
9
9
years of professional experience
Work History
Operations Manager
FZ Consultancy
Ajman, United Arab Emirates
04.2024 - 08.2024
- Lead Generation: Identified and converted potential business leads.
- Client Communication: Managed outreach via email and calls; ensured timely updates and responses.
- Request Management: Followed up on ongoing client requests, ensuring timely completion.
- Team Collaboration: Coordinated with internal teams to track progress and address issues.
- Strategic Improvement: Proposed strategies for business growth and enhanced client relations.
Training & Quality Assurance Lead
DTMS (Subsidiary of Etisalat & E&)
Islamabad
6 2023 - 2 2024
- Acted as the primary liaison between DTMS (Onic) and the outsourced BPO for quality assurance and training
- Developed comprehensive training modules for onboarding, product knowledge, customer service, and process adherence
- Designed and implemented quality parameters and performance metrics to evaluate agent performance and customer satisfaction
- Collaborated with the BPO to define and align quality standards and training requirements with Onic's digital services
- Maintained strong relationships with key BPO stakeholders to ensure alignment with Onic's objectives and standards
- Conducted regular performance reviews and audits to ensure compliance with quality standards and SLAs
- Directed the BPO's training department to enhance agent skills and capabilities
- Liaised between BPO and internal departments to address and resolve quality or training issues
- Utilized data analysis tools to monitor performance metrics and identify opportunities for improvement.
Human Resources Generalist
TBC Solutions
Lahore
08.2022 - 06.2023
- Conducted initial phone interviews to assess candidate suitability
- Documented feedback in the Applicant Tracking System
- Scheduled and coordinated candidate interviews and meetings
- Reviewed resumes and cover letters to identify suitable candidates
- Managed high volumes of applicant data efficiently
- Created and circulated job descriptions
- Planned and conducted new employee orientations and onboarding programs
- Provided guidance on HR policies and practices to employees and managers
- Conducted exit interviews and analyzed data to address turnover issues.
Client Success Analyst
CureMD
Lahore
04.2022 - 07.2022
- Developed and maintained client relationships to promote retention and loyalty
- Collaborated closely with clients to ensure satisfaction with services and addressed areas of dissatisfaction
- Developed business strategies that benefited both the client and the company
- Implemented client requirements effectively and in a timely manner
- Worked with cross-functional teams to aid in product development
- Conducted weekly and monthly client meetings
- Responded to customer inquiries regarding product functionality and system issues
- Assisted in client training and education.
Supervisor Ops (Western Union)
Ibex Global
Lahore
04.2020 - 02.2022
- Presented monthly project analysis reports to clients
- Managed escalation logs and addressed major issues
- Analyzed product and process impacts and shared improvement plans
- Generated health check reports for projects and teams
- Monitored KPIs to manage team performance and project success
- Documented performance standings, including team coaching feedback and process updates
- Managed the knowledge base for product and process information
- Handled client escalations and maintained logs
- Conducted team training and coaching sessions to ensure compliance with SOPs
- Reported team performance stats to management and developed performance improvement plans
- Held internal meetings with support teams
- Provided real-time assistance on the floor to maintain work efficacy.
Client Operations Manager
Pakways International LTD
Lahore
11.2019 - 04.2020
- Managed client relationships to ensure sales and operational deliverables met client requirements
- Ensured sales targets were achieved from the operations side, providing management support to the General Manager
- Reported all activities to the General Manager prior to presenting statistics to the client
- Conducted monthly and weekly meetings to report and project sales statistics
- Coordinated with both the client and operations to set upcoming goals and expectations.
Human Resources Manager
Voice Global Services
Lahore
06.2019 - 11.2019
- Administered compensation and benefit plans
- Maintained the orientation program and fostered employee engagement
- Supervised and motivated staff
- Conducted employee onboarding and organized training and development initiatives
- Developed and implemented human resource policies
- Undertook tasks related to performance management.
Acting Incharge, Quality Assurance
Abacus Consulting
Lahore
05.2017 - 10.2019
- Led initiatives to enhance customer satisfaction and experience
- Conducted and presented operations and quality reviews (weekly, monthly, quarterly) to clients
- Suggested and implemented process improvements for cost reduction and quality enhancement
- Created and maintained CSAT and quality dashboards daily
- Analyzed customer dissatisfaction (DSAT) and developed improvement plans
- Developed and delivered training programs to enhance team competencies and skills
- Managed multiple customers and projects simultaneously, ensuring high standards of service and performance
- Effectively communicated expectations and training outcomes to trainees
- Ensured call center representatives were knowledgeable and proficient in product knowledge, troubleshooting, and customer service.
Customer Support Executive
Ibex Global
Lahore
03.2016 - 04.2017
- Answered calls/emails professionally to provide product and service information
- Obtained details of complaints and escalated matters as necessary
- Maintained records of customer interactions and transactions, including inquiries, complaints, and comments
- Followed up to ensure appropriate actions were taken on customer requests
- Referred unresolved customer grievances or special requests to designated departments for further investigation.
Email Support Executive
Score24
Lahore
06.2015 - 12.2015
- Managed the email channel, responding to customer inquiries on behalf of the company
- Created and managed tickets on the internal platform for record-keeping and escalation
- Settled accounts for live games
- Provided quality instructions and responses to resolve customer issues
- Followed up on pending cases and updated clients accordingly
- Participated in weekly meetings for updates.
Education
Icom -
Board of Intermediate & Secondary Education
Languages
Urdu
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Punjabi
Advanced (C1)
Timeline
Operations Manager
FZ Consultancy
04.2024 - 08.2024
Human Resources Generalist
TBC Solutions
08.2022 - 06.2023
Client Success Analyst
CureMD
04.2022 - 07.2022
Supervisor Ops (Western Union)
Ibex Global
04.2020 - 02.2022
Client Operations Manager
Pakways International LTD
11.2019 - 04.2020
Human Resources Manager
Voice Global Services
06.2019 - 11.2019
Acting Incharge, Quality Assurance
Abacus Consulting
05.2017 - 10.2019
Customer Support Executive
Ibex Global
03.2016 - 04.2017
Email Support Executive
Score24
06.2015 - 12.2015
Training & Quality Assurance Lead
DTMS (Subsidiary of Etisalat & E&)
6 2023 - 2 2024
Icom -
Board of Intermediate & Secondary Education
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