Syed Fuzail Iftakhar

House No. B-42, Block 15,
Gulistan-e-Jauhar,
Karachi.
0300-9269678, 0324-2595948
Email: [email protected], [email protected]

Objective:

I am seeking a senior position in the services industry focusing on operational management and process improvements and also where I can use & grow my skills and learning.

Experience:

• Sind Club – Record In-Charge (June-2019 till present)

I rejoined Sind Club in December 2018 right after leaving United King however, couldn’t continue due to done serious illness and worked just for a couple of months. But again I was recalled in mid June 2019 and hence I’m working there in the capacity of Record In-Charge. I’m still part of the Secretariat working with the Secretary, the Executive Assistant to Secretary and the President as well. My duties are the same as they were when I first worked at the Club.

• United King Foods – PA to Director & HR Generalist (April-2018 till Nov-2018)

I worked 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 monitored different kind of data for the director as well. As HR Generalist I worked for 3 major domains; Recruitment, T&OD also including policy drafting & review and some Payroll making as well.

• Gatron Industries – Novatex Ltd. – PA to Directors (Sept-2016 till June-2017)

I worked for 2 Directors and looked after all the secretarial work. Major responsibilities were 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 was also a task assigned to me. Moreover, keeping the directors updated via WhatsApp and SMSs as well.

• British Council Pakistan– HR Temp (Nov-2015 till Mar-2016)

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.

• Nexus Management Consultants – HR Executive (July-2014 till May 2015)

I 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.

• HRS Global Outsourcing – Workforce Administrator (Mar-2014 till July-2014)

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.

• Sind Club – PA to Club Secretary (Dec-2011 till Feb-2014)

 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, also appreciated by them.

+ Also done reporting to The President and Chairmen of various Sub-Committees.
+ Appreciation and remarkable support of The Secretary at all times, especially regarding individually owned tasks.

• Pak Suzuki Motor Co. Ltd. – Assistant Manager (July-2010 till Dec-2011)
(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.

• Arwen Tech Pvt. Ltd. – Quality Assurance Executive (Mar-2009 till July-2009)

 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.

• PTCL Contact Center – Team Lead / Customer Support Representative
(Nov-2007 till Mar-2009)

 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).

• Citibank N.A. (Citi Phone) – Customer Support Executive (Aug-2005 till Mar -2006)

 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.)

Qualification:

 Currently studying in the final semester of MBA in HRM from ‘Virtual University’.

 Completed Bachelors in Commerce in 2007 from ‘Karachi University’.

 Cleared the HSC examination from ‘S. M. Sc. College’ in 2000.

 Cleared the SSC examination from ‘Karachi High School’ in 1997.

Trainings / Seminars:

 Attended seminar on ‘Islamic Investments’ by Meezan Bank officials held at Karachi Club in June-2012.

 Attended various training sessions/seminars (non-certificate) held periodically at Karachi Club, Pak Suzuki Motor Co. Ltd., PTCL, Mohammad Ali Jinnah University, Citibank etc.

 Also acquire product knowledge of CDGK activities, Chevron (CALTEX), Adamjee Insurance and few more campaigns that were being owned by Arwen Tech Pvt. Ltd.

 ARY Call Center for Outbound calls.

 Participated in upcoming products related training sessions that took place at PTCL Call Center.

 Pak Suzuki’s Top Dealer: Mandviwalla Motors (Pvt.) Ltd. for Direct Sales (in 2007, before joining Pak Suzuki as Assistant Manager).

 Also possess basic knowledge of C language, Digital Logic and Design, Web Designing, Operating Systems, Object Oriented Programming (using C++), Microprocessor & Assembly Language, Computer Architecture and Organization, HTML, Java Scripting, Adobe Photoshop, Flash and Databases through Microsoft Access.

Certifications / Courses:

 Successfully completed Business English Program from Institute of Business Administration (IBA) in January-2012, securing 83%. (Refresher. Just to get the ongoing business drafting procedures and way of correspondence at the current point of time).

 Completed ‘Call Center Executive’ training course from CATCOS (Pioneers of Call Center Agent Training Industry in Pakistan) in November 2007. (Refresher).

 Certificate of attendance from Citibank N.A., for ‘Core Compliance, AML/KYC and Global Privacy and Promise Courses’ in 2005.

 Successfully completed the preparation of CCNA (ICND) from COMSATS in 2002.

 Successfully completed the preparation of CCNP (BSCN) from COMSATS in 2002.

 Completed Business English Course from Institute of Business Administration (IBA) Karachi in 2000 and secured 77%. (Complimented and appreciated by all teachers).

 Attended various seminars, regarding business administration and computer sciences, conducted on weekly basis at Mohammad Ali Jinnah University.

Extra-Curricular Activities:

 Performed catwalk in a fashion show conducted at Bahria Auditorium.

 Participated in swimming competitions held at Karachi Club.

 Taken part in dramatics during the school years.

 Won various medals and certificates at school related to studies and sports.

 Participated in sports day organized on annual basis in the school.

 Designing of Qameez/Shalwar, Kurta and Sherwani.

Hobbies:

Swimming, traveling, driving, surfing the internet, photography, poetry, music and movies.

Personal:

Father’s Name : Syed Iftakhar Ali
Date of Birth : May 18, 1982
CNIC No. : 42201-6934852-9
Passport No. : AA1578523 (Pakistan)
Marital Status : Married
Membership : Karachi Club

References:

Will be furnished if required.