Director
BHA Solutions
Total years of experience :22 years, 1 Months
Securing opportunities for collaborative work and community development though:
- Training academic professionals
- Registering & Preparing delegates for IELTS
- Offering Corporate Management & Business Communication Trainings
- Devising Progressive Disease Management solutions for Diabetes, Hypertension & Obesity
This company is active in providing business management & training consultancies throughout the UK.
Reporting to the Director & managing the company operations, my responsibilities included:
• Designing, planning & delivery of teaching & training 1-1, group seminars & workshop consultancies
• Standardizing operating procedures to optimize cost & revenue, budget planning, business development & risk management
• Client acquisition & customer relationship management through training & development consultancies
• Developing & optimising web and social media presence to engage customers & clients
Trainings delivered & Assignments completed
• English for speakers of other languages (ESOL/EFL/EAL), including academic subjects
• Operations performance management, Workforce management principles
• Technical skills and bespoke staff development training solutions
• Business communication, conflict resolution and team management
• Project management, MS Project, financial analysis and reporting
• Customer service, sales & client relationship management
-Teacher of English as a Foreign Language (Foreign Students), RCE at King Edward School Witley, UK
Since 2012, as a Targ8 Limited TESOL consultant to RCE during their summer courses, I successfully deliver the following duties for secondary, upper secondary and tertiary levels:
• Planning & preparing all lessons, assessing levels, maintaining class registers, setting and correcting daily homework, administering and marking weekly progress tests, completing end of course student reports and submitting weekly summaries of lesson plans
• Actively participating in afternoon sports and activities as tennis, swimming, football, drama, arts and crafts
• Supervising English in Action projects giving guidance on content, structure, presentation and writing styles
• Managing games & activities for English in Action classes for all levels to enhance communication skills
-Teacher of English to Speakers of Other Languages (Restaurant Staff), Karahi King, UK
• Training needs analysis, language level assessment and lesson planning for the sessions
• Regular monitoring of progress through concept questioning, feedback and qualitative assessments
• Role play, client/customer relationship development, order taking, ICT and Numeracy integration
-MS Trainer, International Marketing Corporation, UK
• Assisting general office staff & secretaries in optimum use of MS Office Products
• Assisted and upgraded MS Office 2003 to 2007; Created & implemented email templates for contract bids
• Floor walking during go live of in-house bespoke application for order processing and stock control
-Operations & Sales Consultant, UK
• Liaised to set up an operational contact centre solution for in-house sales team
• Trained staff on defined standard operating procedures delivering a seamless customer experience through first call resolution and enhanced complaint handling and escalation processes
• Implemented stock control & management systems using MS Excel
• Developed a training strategy map to increase sales & raise net quarter revenue by 30%
• Developed on-going training plans to identify areas of opportunity to improve performance
-Management Consultant for Business Process Outsourcing Solutions, UK
• Lead & supported a team of up to 70 members including 50 customer service and 20 sales staff through attending regular meetings, developing improvement plans and follow through implementation
• Delivered product knowledge training and coaching for professional customer service development
• Responsible for maximizing revenue with the resource available to meet client and business targets
• Client corporate restructuring & delivery of analytical work to manage cost, risk and performance
• Played a hands-on role in the workforce management & operations interacting with other business units across client geographical locations to maximize return on client Investment
• Part of the Governing Body providing strategic management, supporting the work of the head teacher
• Setting the school’s plans and policies and monitoring the school’s progress
• Setting annual targets for the school’s performance and for the head teacher
• Making sure the curriculum is balanced and broadly based
• Supporting pupils, parents and staff as and when required
This company was active in providing customised outsourcing solutions and proprietary technology in the BPO sector. Reporting to the Site Director and EVP, managing the operations of 120 staff with 8 supervisors, I executed:
• Workforce performance management to improve net sales, customer satisfaction and increase revenue
• New account implementation, launch, training, update & compliance to meet client key performance indicators
• Cost leveraging to maximize resource utilization and intradepartmental distribution of roles
• Recruitment, talent retention and career development, training in organisational skills development
• Employee performance appraisals for transparency in distribution of roles & awarding creditable performance
• Strong ties with HR, IT and QA departments for employee growth and development opportunities
• Vigilant relations with Administration for effective delivery of contractual organizational services to employees
Main achievements:
• Maximized resource utilization to 95% recovering labour:revenue to 40% maintained within +/- 5% throughout
• Revenue proliferation through collaborated dialler management increasing sales output linked with value-added customer service leading to increased customer retention, improved complaint management and growth
• Exceeded client SLA targets through effective workforce development and performance enhancement
• Met operation targets through developing effectual SOPs for workforce management and customer interactions
• Devised daily profit trackers leading the Business Planning and Analytics function under EVP as Business Manager across company’s 7 global sites reconciling operation costs to revenue grossed which aided to rectify key performance limitation thereby optimizing revenue by 10% globally in 2009
• Received Appreciation Certificate for initiative and conceptualisation of operational manuals for due diligence
-Assigned as Senior Operations Manager in UK during site transition from Jul 2009 - Feb 2010
• Managed operational restructuring project for corporate reorganisation facilitating site relocation within UK
• Lead the transition of key client operations across TRG global sites to the new facility ensuring quality assurance, compliance and upholding KPIs and Service Level Agreements through effective change management
• Provided operational leadership for organizational relocation with minimum impact to daily operations
• Recruited staff to execute new client acquisitions and manage workforce enhancement, training and retention
• Intradepartmental liaison for effective execution of the project from initiation to completion and hand-over
• Delivered lectures and seminars, identified curriculum gaps and drew policies
• Prepared feasibility reports and liaise with Higher Education Commission
• Carried out Comparative Market Analysis to maximize department budget
• Supported staff on planning, assessment and lesson resources
• Managed 5 teaching and 6 admin/IT staff, implemented recruitment methodologies
• Maintained academic regulations and R&D implementations
• Prepared Market analysis and new business acquisition
• Ensured Strategic problem solving and succession planning
• Executed Proactive management with practical strategies for implementing new ideas
• Carried out Post-implementation analysis
• Student interaction and time management
• Disciplinary actions and invigilation of examinations
• Prepared laboratory safety guidelines manual and ensure implementation
• Assisted MD in daily administrative tasks & test scheduling maintaining log of activities
• Managed preparation and configuration of the business website
Preparing to Teach in the Lifelong Learning Sector or PTLLS is a teaching and training qualification. It is first stage of a PGCE (Post Graduate Certificate in Education) in Lifelong learning and is required to gain 'Qualified Teacher, Learning & Skills Status; QTLS'. It is a requirement for all teachers to obtain PTLLS to be able to teach in the further education sector.
The Certificate in TESOL (CertTESOL) is an accredited professional qualification awarded in the teaching of "English for speakers of other languages" (ESOL) by Trinity College London, covering the following inputs: Methodologies/Approaches for Teaching Languages; Structure of English; Aids to Teaching; Classroom Management; Teaching Young Learners; Teaching Business English and Figurative Language; Issues in Presenting Language, Practice and Production; Integrating the Four Language Skills: Speaking, Listening, Reading, Writing; Planning Lessons and Error Correction; Teaching Vocabulary, Communicative Function, Grammar; Phonology; Practical Language Activities; Communicative Games; Testing in the Classroom and Alternative Methodology
The APM Introductory Certificate (SCQF Level 6) in Project Management offers a fundamental awareness of project management terminology and is for those wishing to gain a broad understanding of the principles of the profession. It assesses the key elements of the project management lifecycle and covers 27 knowledge areas from the APM Body of Knowledge including planning and scheduling, communication, teamwork, resource management, project risk management and project reviews.
Neuro-linguistic programming (NLP) is an approach to communication, personal development, and psychotherapy. It claims a connection between the neurological processes ("neuro"), language ("linguistic") and behavioural patterns learned through experience ("programming") and that these can be changed to achieve specific goals in life.
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