Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mustafa Rafique

Monrovia,CA

Summary

Results-oriented, innovative, and visionary professional with over a decade of experience in recruitment coordination, operations management, and customer support. Adept at leveraging exceptional teamwork skills and leadership abilities to execute outstanding operations, succeed at achieving set objectives, and boost company's profitability. Proficient at working in fast-paced and multicultural environments while also maintaining high-level work professionalism.

Overview

9
9
years of professional experience

Work History

Senior Recruiting Coordinator

Meta
10.2021 - 12.2022
  • Operated and maintained applicant tracking and candidate management systems.
  • Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
  • Coordinated incoming job requisitions and applications.
  • Reached out to qualified referral candidates to obtain applications.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Scheduled and conducted 50+ interviews each week.

Operations & Marketing Lead

Bossini USA
03.2020 - 10.2021


  • Streamlined overall business processes by collaborating with cross-functional teams and achieving objectives
  • Oversaw full-cycle recruiting process from sourcing talent to interviewing, onboarding, and training new hires.
  • Improved product marketing objectives by constructing communication initiatives and branding strategies to increase client outreach.
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Identified appropriate marketing channels and target customers for campaigns.

Sr. Operations Manager

Zum
09.2017 - 12.2019
  • Served as first Team Manager and built Zum’s Live Operations and Logistics team from the ground up
  • Collaborated with C-level executive team members and built consensus on execution and implementation of new processes and procedures (SOPS, software implementation, Zendesk, RingCentral, etc.)
  • Served as POC and liaised with cross-functional teams (B2B, Account Management, Product/Engineering, and Sales)
  • Traveled nationally to meet with corporate executives and BPO agencies to establish successful national support via nationally contracted agents
  • Oversaw workforce management planning, volume predictions and capacity planning.

Expansion Manager

Google
12.2016 - 07.2017
  • Led GX expansion team in upscaling operations nationally and assisted with forging and maintaining client relations
  • Partnered with teams to incorporate new markets & corporate merchants
  • Wrote and led the implementation of SOPs and documentation content for national expansion of market operations
  • Assisted corporate executives across various geographies to discuss relevant GX business relations
  • Directed team by example to ensure operational expectations and corporate client requests are met and exceeded.

Operations Manager/Head of Trust & Safety

Luxe
03.2015 - 07.2016
  • Oversaw execution of customer support and general Logistics operations alongside Operations Director nationally
  • Spearheaded entire claims process and insurance relationship while administering Trust & Safety department
  • Streamlined daily and long-term workflows to establish a platform for expansion of on-demand service economy
  • Organized and trained new agents on SLAs, safety guidelines, service standards, and operational expertise
  • Conducted root-cause analysis to immediately resolve customer-facing and internal issues requiring resolution
  • Hired/trained Customer Delight agents and Logistics Coordinators through metrics and analytics to establish a solid operational core for the company.

Operations & Onboarding Lead

Google
09.2013 - 06.2015
  • Led the beta and testing processes upon launch of new GX merchants from inception to completion
  • Cultivated strong relationships with key clients and facilitated meetings with corporate VP and management
  • Served as SME for training and mentoring of new operators through set guidelines and operational knowledge
  • Ensured adherence to all Standard Operating Procedures and drove improvement continuously
  • Managed and owned launch communication boards and ensured processes are properly implemented
  • Drafted and rolled out all merchant-related key documents, excel sheets, training decks, etc
  • To the wider GX team.

Education

Bachelor of Science - Cognitive Psychology

University of California, Irvine
Irvine, CA

Master of Science - Clinical Psychology

University of California - Los Angeles
Los Angeles, CA
06.2015

Skills

  • Requisitions Management
  • Recruiting and Interviewing
  • Talent Acquisition
  • Benefits Programs
  • Tracking Spreadsheets
  • Excel Spreadsheets
  • Team Management
  • Client Support
  • Customer Accounts Management
  • Social Perceptiveness

Languages

English
Native or Bilingual
Urdu
Full Professional
Persian
Full Professional

Timeline

Senior Recruiting Coordinator

Meta
10.2021 - 12.2022

Operations & Marketing Lead

Bossini USA
03.2020 - 10.2021

Sr. Operations Manager

Zum
09.2017 - 12.2019

Expansion Manager

Google
12.2016 - 07.2017

Operations Manager/Head of Trust & Safety

Luxe
03.2015 - 07.2016

Operations & Onboarding Lead

Google
09.2013 - 06.2015

Bachelor of Science - Cognitive Psychology

University of California, Irvine

Master of Science - Clinical Psychology

University of California - Los Angeles

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Mustafa Rafique