PR CUSTOMER SERVICE MANAGER
Pakistan International Airline.PIA
مجموع سنوات الخبرة :29 years, 1 أشهر
I successfully trained nationwide 1500 newly hired ground staff - females/airhostess, front-line employees with the establishment of new innovative instructional techniques .First time male & female grooming, personality development, character building, customer Service, communication Skills, and Conflict Resolution classes arranged to improve brand standards internationally. All programs conducted and tailored according to the specific requirements of different departments These trainings turned around decreased the customer complaints from 75% to 33% on board in first quarter, customer handling improved at the counters and the airline image build up nationwide. Also increased morale and productivity with monthly professional development initiatives.
I have been trained by Pizza Hut for various in house programs conducted quarterly, also yearly to meet the job requirements in my 8 years tenure. Mostly trainings were based on Customer Management, Train the trainer and Quality Assurance.
Carrying out various Human resource development programs which consist of Initiatives, Induction of recognition programs among the team members to increase their motivation & dedication.
Manage the integration, implementation and operation of the company’s learning management systems to create a central repository for all training and development data, and capture data on an individual basis to identify specific strengths and needs for individuals.
Create a training and development strategy, vision and action plan to implement dynamic learning systems contributing to the success of the organization.
Develop the infrastructure for all training and development programs by establishing standardized methods and procedures for delivery, evaluation, measurement and reporting.
Support succession planning initiatives by developing and maintaining career development programs and provide a comprehensive curriculum of behavioral training, tools and resources for individual contributors and supervisors.
Responsible for maintaining coordination of training programs with succession management and leadership development programs;.
Establish a competencies model that details the core values of the business, provides a foundation for the career development
Evaluate and monitor the development and effectiveness of these programs.
Identify current and future training needs. Design and implement effective training programs, aids and materials utilizing knowledge of methods in classroom training, on-the-job training, and self-study.
Provide guidance regarding training and development practices, policies, and procedures to department heads.
Act as primary liaison with training units and professional organizations that validate, accredit and certify company education and training programs as needed.
Manages fiscal aspects of training including ROI (return on investment) of programs in meeting or exceeding budget standards. Measures, documents and reports on ROI assessments on learning initiatives.
Key Talents:
• People Focused • Visionary Leader
• Motivator • Team Builder
• Bottom-line Oriented • Trouble-shooter and Problem Solver
• Train the trainer
RELATED SKILLS AND ACHIEVEMENTS
Significant Achievements
Virtually eliminated consumer complaints by successful y partnering marketing & executive- level- teams to develop tightly focused campaign that mitigate concern regarding product quality .
Trained all front-line team members nationwide in term of soft skills, Customer Mania, Service Standards, Personality enhancement Grooming and English pronunciation.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
•Digital System Pvt Ltd Karachi Public Relation/Marketing Officer Oct-1992- Nov 1998
• Digital System Pvt Ltd Karachi Public Relation/Marketing Officer Oct-1992- Nov 1998
• Management meetings/seminars and events. Provided excellent Meet-and-Assist services to foreign VIPs and Government officials during their visits to Pakistan.
• Coordinate international communications and website strategies for company.
• Lead production of marketing materials.
• Promote team environment with other divisions.
• Manage print materials and distribution.
• . Provided company representation at social and governmental gatherings
• Improved corporate communication and image.
• Wrote press releases and conducted media relations.
• Wrote content for website.
• Results-Achieved Incremental sales of soft ware development orders up to 45% yearly
• Key responsibilities were to meet and assist and handle passenger in their best manner, in term of any problem during boarding and deplaning, special handling procedures were adopted to assist, greet, special care to handicapped passengers, announcements, cargo and counter check in procedures at the briefing counters .I had also been trained in Grooming, Passenger Handling, Personality Development and other ground duties etc.
• Assisted in operations for annual trade show.
• Designed new manuals for customers.
• Created sales reports and sales analysis.
I STARTED MY MBA 2008 COMPLETED 22 COURSE IN MBA WHILE I WAS WORKING WITH PIZZA HUT AND RECEIVED MY DEGREE IN 2010 WHILE I WAS WITH PIA
