Abdul Rasheed
Profile URL Available.
HR Business Analyst
goto.com.pk
Pre Engineering
Government Islamia Science College
Summary
Seeking a challenging position in a dynamic organization where I could apply my acquired knowledge and skills. I have an aptitude for public dealing and I intend to find a suitable job where I can fulfill my ambitions.
Good working experience and knowledge of various word processors such as MS Office, Spreadsheets such as Excel and other software packages
Experience
HR Business Analyst - goto.com.pk
2018 - Present
- Develop standard and Ad hoc reports, templates, dashboards, scorecards, and metrics.
- Research, analyze, and present data as assigned.
- Write detailed reports.
- Troubleshoot data and reports.
- Assist in rollout and implementation of HR programs.
- Assist in various HR projects and continuous improvement initiatives.
- Ensure compliance with Data Privacy and Protection Guidelines.
- Responsible for collecting and presenting data on a regular basis.
- Collecting, presenting and communicating data to key stakeholders.
- Provide ideas, solutions, and tools to increase the effectiveness and efficiency of HR service processing.
Business Analyst - CISCO
2017 - 2018
- Work with stakeholders to understand their business needs for reporting.
- Create reports in MS Excel and MS PowerPoint.
- Communicate the status of projects/tasks assigned to management.
- Make recommendation for automation.
- Work with developers to reduce manual work and automate repeated work.
- Audit the reports created by peers.
- Audit eh automation completed by developers.
- Spot trends and make recommendation for changes in the business processes.
Sales and Customer Services Officer - Telenor Pakistan
2016 - 2016
- Working as Sales and Customer Services to provide services to walk in customers.
- Counter Management
- Cash management/Daily day end closing
- Handset sales (as per monthly targets)
Quality Improvement/Reporting & Analysis Officer - Telenor Group
2016 - 2016
- Working as Reporting & Analysis officer and Generating Insights for CM management to ensure on-track performance through supporting Reports daily, weekly and monthly (Service level, shrinkage, Volume forecast, sizing, manning, Occupancy, adherence, leave record, Operational Meetings etc.)
- Agent level KPI reporting, Commission & Billable hours calculations for all CM business segments
- Strong coordination with Support Units, Line & Stakeholders as per requirements
- Call Evaluations on COPC standards
- Weekly customer complaint & Feedback report and analysis
- Monthly call drop analysis report
- Fortnightly and monthly reporting (Quality)
- Feedback session with team members to improve customer service quality results
Trainer/Voice/NPS Coordinator - Telenor Group
2014 - 2016
- NPS call backs to Digi Malaysia customers
- Preparing and presenting NPS report on weekly basis
- Responsible to achieve teams and individual targets/KPI by creating insights from previous monthly KPI’s and reports.
- Conduct coaching and training sessions of team members and new recruits.
- Feedback to team members to improve customer service quality results through random call monitoring.
- Conducted root cause analysis to improve recall.
- Escalate any critical issues to management on timely basis.
- Contributed to manage team objectives through team work.
- Excellent personal motivation with ability to build and work collaboratively in a strong team concept environment, and independently.
- Conduction monthly KPI session, to improve and maintain agent level KPI, discussing KPI related challenges and providing solutions to agents after the sessions
- Keeping bird’s eye on all operational matters (floor, Service level, team concerns etc.)
- Building strong relationship with all team members to ensure team bounding and team performances
- Conducting Weekly/Monthly team bounding activities during huddle timings to have some changes in work routine for the team members
- Product Training, soft skill training of all new joining staff members for answering calls for Malaysian based customers (Digi Malaysia).
Customer Services Officer - Telenor Group
2011 - 2014
- Answering inbound calls (Digi Malaysia)
- Providing relevant/required details to customers
- Troubleshooting/resolving customer complaint over the calls
- Escalating customer complaint to relevant teams
- Keeping follow up on all escalations to be closed within timeline (TAT)
Responsible to achieve target/KPI (AHT, adherence, QA scores)Assistant Accountant and Computer Operator - Ravi Advertising
2001 - 2008
- Prepared Sales invoices and upkeep of an accurate accounts filling system.
- Assisted in preparation of monthly balance sheet and account reconciliations
- Debtor and Creditor reconciliations.
- Ensured information is accurately collated and entered into systems.
- Preparation and input of month end journal sheets.
- Preparation of bi-weekly invoice and expense claim payment runs.
Event Management as per Client requirement, managing all aspects in the event.
Honours And Awards
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