Fouzia Akhtar

I have successfully undertaken a diverse range of responsibilities, including:

• Formulating and Enhancing HR Policies: Devising and improving comprehensive HR policies and procedures to foster inclusive and compliant work environment.
• Efficient Salaries Disbursement: Ensuring smooth and timely disbursement of salaries, ensuring employee satisfaction and compliance with payroll regulations.
• Implementing HR Program's and Initiatives: Collaborating with cross-functional teams to implement impactful HR initiatives that align with organizational goals and enhance employee engagement.
• Facilitating Recruitment and Consultancy Processes: Reviewing and managing documentation for recruitment activities and individual consultancy extensions, contributing to seamless onboarding of new talent.
• Streamlining HR Requests: Effectively following up on HR requests and cases, liaising with relevant stakeholders such as Head Quarters and Regional Offices to provide prompt and comprehensive resolutions.
• Enabling Smooth Onboarding and Off-boarding: Supporting onboarding, orientation, and staff transitions to ensure positive experience for new hires, as well as facilitating smooth off-boarding processes.
• Managing Entitlements and Benefits: Assisting in processing of entitlements and benefits, including time attendance management, to ensure employees receive their rightful benefits.
• Fostering Learning and Development: Contributing to learning and development initiatives that nurture employee growth and skill enhancement, fostering culture of continuous improvement.
• Supporting Recruitment and Organization Design: Providing backup support to recruitment efforts and collaborating in organizational design projects to ensure dynamic and capable workforce.
• Handling Administrative Tasks: Assisting with administrative tasks to maintain HR operations efficiently and contribute to well-organized work environment.

As an Administration Associate, I demonstrated proficiency in the following key responsibilities:

• Providing Administrative and Clerical Support: Offering essential administrative and clerical assistance in preparing and drafting project ideas, work plans, budgets, revisions, progress reports, and summaries.
• Maintaining Efficient Filing Systems: Ensuring proper organization and maintenance of records, selecting relevant information, and formatting data to facilitate preparation of reports, correspondence, technical papers, project or program plans, and reference documents.
• Assisting in Document Preparation: Contributing to preparation of documents for work plans, progress reports, and periodic reviews with national counterparts, fostering effective communication and collaboration.
• Developing Government and NGO Contacts: Engaging in establishing and nurturing relationships with government institutions, authorities, local representatives of NGOs, civil society organizations, resource persons, and media to advance GDF mandates and project objectives.
• Collecting and Analyzing Project Information: Gathering, assessing, and analyzing pertinent information related to projects, ensuring comprehensive background data and complementary details for future project proposals and ongoing initiatives. Regularly contributing to relevant information networks and maintaining institutional and individual regional expert rosters (databases)

As a Senior Executive, I assumed the following multifaceted responsibilities:

• Managing Nationwide Workforce Training: Oversaw and conducted training programs for nationwide commercial unit and cross-functional teams, including SnD, Corporate Sales, Franchises, Retail Channel, Customer Service Centers, Call Center, CSD, and MNP.
• Enhancing Customer Satisfaction: Collaborated with Customer Service (CS) managers to improve customers' satisfaction levels, leading to production of quality reports for continuous service enhancement.
• Identifying Training Needs: Utilized job analysis, appraisal schemes, and stakeholder consultations to identify training and development needs within organization.
• Analyzing Performance and Efficiency: Conducted in-depth analysis to determine and implement programs that enhanced performance and efficiency of resources across various departments.
• Designing Customized Training Programs: Developed and designed tailored training programs addressing both organizational and individual needs to foster employee growth and development.
• Evaluating Training and Assurance: Devised individual learning plans and evaluated training and assurance programs to ensure their effectiveness in skill enhancement.
• Conducting Cost and Budget Analysis: Performed cost and budget analysis to develop impactful and cost-effective training programs and quality monitoring reports, resulting in improved customer services and achievement of sales targets.
• Tracking Administrative Activities: Monitored administrative activities and departmental expenses on nationwide scale, spanning Central, North, and South regions.
• Monitoring Trainee Progress: Employed self-analyzed data to monitor and review progress of trainees, offering valuable insights for performance improvement.
• Staying Updated in Training and Quality: Remained abreast of latest developments in training methodologies, quality standards, customer services, and promotional strategies through active participation in relevant courses, meetings, market visits, and by reading pertinent journals.
• Analyzing Product Sales Trends: Analyzed daily and weekly trends of different products, sales, and promotions, generating insightful reports for senior management review.
• Streamlining and Standardizing Processes: Implemented measures to streamline and standardize relevant processes across enterprise, optimizing workflow and consistency.
• Designing Employee Recognition Programs: Designed distinctive employee recognition programs, fostering team motivation, and upholding culture of quality work and dedication.

As a Quality Analyst and Trainer, my diverse range of responsibilities encompassed:

• Facilitating Senior Management: Providing ongoing facilitation to senior management by delivering updates on day-to-day quality, market trends, and changes, ensuring informed decision-making.
• Managing QA Team and Efficiency: Overseeing QA team both from task-oriented and efficiency perspective, ensuring optimal performance and adherence to quality standards.
• Analyzing Customer Services: Conducting comprehensive analysis of customer services across direct and indirect touch points, including Service Centers, Franchise Centers, Corporate Accounts, Call Center, Credit and Collection Departments.
• Generating Departmental Reports: Compiling and producing weekly and monthly departmental reports, offering valuable insights for performance evaluation and strategic planning.
• Enhancing Customer Satisfaction: Collaborating with Customer Service (CS) managers to enhance customer satisfaction, facilitating production of Quality Reports for continual service improvement.
• Assessing Training Needs: Analyzing training requirements and proposing appropriate trainings (Training Needs Analysis - TNA) to bridge skill gaps and enhance employee proficiency.
• Maintaining Administrative Records: Keeping meticulous records of departmental administrative activities and pertinent details concerning new CS associates.
• Implementing Quality Standards: Defining and implementing quality standards for internal customers, ensuring consistent and exemplary Quality of Service.
• Conducting Employee Training: Delivering training sessions to employees at Contact Centers, Service Centers, and Franchise Centers, empowering them with essential skills and knowledge.
• Monitoring Departmental Expenses: Tracking departmental expenses on nationwide scale, spanning Central, North, and South regions, to ensure cost-effectiveness and budget adherence.
• Evaluating Associates and Providing Feedback: Evaluating associates' performance and providing formal feedback, contributing to performance management and employee development.

In these diverse roles, my responsibilities included:

• Ensuring KPI Compliance: Skillfully managing teams to meet individual and team Key Performance Indicators (KPIs), fostering culture of excellence and goal attainment.
• Team Management and Mentorship: Effectively leading and mentoring teams to enhance efficiency and customer satisfaction, encouraging professional growth and development.
• Reviewing HR Policies: Thoroughly reviewing and evaluating HR policies and procedures to ensure alignment with best practices and organizational objectives.
• Assisting Payroll Processing: Providing valuable support to HR department in processing payroll, ensuring accurate and timely compensation for employees.
• Maintaining Employee Information: Diligently keeping track of employees' information and important documents, maintaining confidentiality and data accuracy.