Work Force Manager / MIS Analyst
PIA contact center
Total years of experience :10 years, 10 Months
Currently I am working with PIA Contact Center as a Work Force Manager and an MIS Analyst and fulfilling the responsibilities of generating the PIA Morning Briefing Report of Flight Incidental Changes to PIA Managing Director. Key Performance Indicators report and the daily analysis of KPIs is also a part of my analytic job at the same time Analysis of Attendance Summary Data Reporting is mandatory on daily basis as well. Moreover, I am involved in quality Assurance of the Training Programs conducted on monthly basis. Training of the Quality Assurance Team is also a part of my job. At the same time my responsibilities are also for HR Department that includes record keeping, hiring after the required assessment tests and interviews.
PIA contact center Sep 2010 -Dec 2011 Customer services officer and a travel consultant (Queues/Outbound)
PIA contact center Jul 2008 - Aug 2010 Customer services officer and a travel consultant (Awards +Plus Programme)
PIA contact center Dec 2006 - Jun 2008 Customer services officer and a travel consultant (Reservations)
I had worked with Kontact Remote Services (Pvt) Ltd, as a Campaign Supervisor for the FIDO telecommunication Sales Department Campaign and before that I was aWeb Developer and had analyzed softwares for Banking Systems, covering all aspects of Customer Care and management of the company's database. Earlier them that I worked with Aptech Computer Education in Pakistan, covering all aspects of Training, marketing mix, Enrollments.
I had worked with Kontact Remote Services (Pvt) Ltd, as a Campaign Supervisor for the FIDO telecommunication Sales Department Campaign and before that I was aWeb Developer and had analyzed softwares for Banking Systems, covering all aspects of Customer Care and management of the company's database. Earlier them that I worked with Aptech Computer Education in Pakistan, covering all aspects of Training, marketing mix, Enrollments.
I had worked with Kontact Remote Services (Pvt) Ltd, as a Campaign Supervisor for the FIDO telecommunication Sales Department Campaign and before that I was aWeb Developer and had analyzed softwares for Banking Systems, covering all aspects of Customer Care and management of the company's database. Earlier them that I worked with Aptech Computer Education in Pakistan, covering all aspects of Training, marketing mix, Enrollments.
Aptech Computer Education April 2002- Jul 2004 Software Engineer, Web Designer (Intern Ship)
IT Professional: Visual Basic 6, Visual C#, Java (Intermediate Level), Advanced Java (Swing, Java Networking, JDBC, Java Beans, RMI, Servlets), Dynamic Web Application Development using Java Servlets, Core XML, J2EE, JSP, Programming Business logic using EJB, C#. VB.Net, Developing Applications using Win forms, ASP.NET and Web Forms, Com+ and MSMQ, Advanced.NET Programming and security in .net, Web Services, SOAP & UDDI. SAD, Quality Analyst, Object Oriented Analysis Design with UML, Software Verification Validation and Testing.
Graphics: HTML/DHTML, Java Script / Java Applets, Adobe Photoshop 7.0, Macromedia Flash MX, Microsoft Front Page 2000/XP, Macromedia Dream weaver MX
Database Applications: MS Access 2000/XP, MS SQL Server 2000, Oracle 8i, Oracle 9i
Packages and Others: MS Office 2000/XP, Software Development and Testing Concepts, Database Management System Concepts,
Project: Developing Enterprise Application using .NET
Project: ABN-AMRO BANK ATM Counter
This project included a set of backend services that served the front-end systems deployed at the ABN-AMRO Bank. These services interfaced with copyright standards defined and deployed by the ABN-AMRO bank.
Project: Accounting Information System
TexWare is an Enterprise Wide Accounts Management System that consists of General Ledger, Payroll and Inventory Module which included settings, voucher management, employee profiling, loan and leave management, salary and income tax setup, inventory management and inventory valuation techniques. The project utilized COM+ serviced components, windows-forms and SQL Server 2000 and the .NET framework.
Project: Service Industries Muridke (Business Model in UML)
The purpose of this project was to conceptualize the business processes of the Service Industries using UML Activity diagrams and find out key use-case that could be incorporated in the forecasted system with their dependencies and information flow analysis.
Eveready One World Call Center Training Program. APIIT University BCS (Hons.) Under /Graduate
Aptech Computer Education Web Designer / Developer Aptech Computer Education Software Engineering British Council: GCSE / O' level Commerce and Science
