Present Address: Pakistan. Rawalpindi, Cell 1: +92-333-5300617 Cell 2: +971-50-1596329 Passport: RE6895001 (29th July 2015) E-mail: hussain112@gmail.com Skype ID: hussain112@hotmail.com Sajjad Hussain Vision & Objective: Looking for challenging career, where there is scope for demonstration, always on a look out for a positive & bigger outlook, Currency are ideas, thrive on Imagination & Passion, rigorous thinking and boundless curiosity, sets levels & standards that exceed expectations, Have fun attitude is everything, Bottom line rises with the Organization, A Learner for Life. Professional Profile: I am a result driven business professional offering plus ten years of experience in training and development including complete life cycle of Quality Management System like quality standardization, development and implementation and revision of policies, processes, KPIs (Key Performance Indicators) corporate communication, trainings, mentoring, coaching and Knowledge Management System, internal Auditing and Customer Services. I offer hands on experience in leading all stages of QMS and training including implementation, project planning & requirements definitions. Specializing in working with senior & middle management helped by string communication & problem solving skills to identify, design & implement policies, processes, SLAs, SQS, corporate communication, training solutions and effective customer services. Have extensive experience on International & Local policy designs, KPIs and training contents to gauge the customer requirements in a more challenging manner & capable of handling a large number of audience. Vast experience in telecom industry in designing, implementing, requirement gathering & business process re-engineering of policies, SLAs as well as trainings/workshops for all Customer Services staff. Ability to pro-actively identify & resolve problems – control flow of trainings, policies and processes, maximize productivity through monitoring KPIs and deliver problem-oriented solutions by trainings as well as by raising Corrective and Preventive actions through internal quality audits on quarterly basis. Page 1 of 5 Professional Experience: Pak Telecom Mobile Limited (Ufone) June 2003 till date Manager Quality Standardization, Customer Operations Training Department: Involve in deploying latest training methodologies in Ufone across Pakistan through quality monitoring, customer feedback, and analysis. Involve in activities from making presentations till delivery of the same to the end user/internal customers. Involve in employee engagement and performance improvement through online LMS (Learning Management System) via online trainings, workshops, knowledge evaluation, training need analysis and surveys etc. Involve in creating flow charts of different web portals from user interface till backend execution & policies of Ufone. Involve in conducting training need analysis determine development needs and appropriate strategies and interventions to address needs. Build and manage close relationships with all line managers and HR Business Partners so that new joiners are developed and placed in roles corresponding with their skills. Involve in conducting meetings with departmental HODs on quarter basis to gather training related requirements of their teams. Responsible for Administer, interpret and feedback results from a range of psychometric assessments. Responsible for mentoring, coaching and career counseling of the teams. Deliver development workshops on topics and skills that support success, personal and organizational development and performance improvement to line managers and employees. Involve in developing leaders through leadership Care and Growth Model (CMAA). Quality Standardization Department: Responsible for ISO certification of Customer Operations Department through deployment of Quality Management System and continuous re-engineering of existing SOPs, SLAs and SQSs. Involve in automation and streamlining the process, re-engineering of policies, procedures, SLAs and SOPs of Customer Operations Department. Involve in close liaison with Regulatory Department for all Customer Services related process development as per the requirement of the law enforcement authorities. Draft and Develop business process workflows for all customer operations department. Document, fill & Record all processes data to ensure high quality of work. Follow up and report on new management system components issuance and approval. Page 2 of 5 Consolidate and document inputs for periodic reports. Monitor & document SLAs among all Stakeholders. Collect and report process performance indicators. Assure professional and accurate communication with all internal customers. Apply and maintain agreed upon quality standards. Responsible for implementing and following document control process requirements. Involve in people development through monthly knowledge assessment. Responsible for keeping all human capital updated about latest information related to newly launched product, technical backgrounds of their related fields through corporate communication channel. Involve in standardizing the professional communication to be shared with the valued customers through physical human interaction or by automated computer generated calls/SMS. Responsible for audit of the process in place through CPI (continual process improvement) cycle in overall customer services department by reducing TAT and giving more system related authority to front end staff. Involve in doing high-level & detailed business analysis & process re-engineering for Customer Operations Department (COPS) of Ufone. Major Projects under taken in Ufone: Have made customer operation department ISO 9001:2008 certified in compliance and requirements of the international standards including revision/development of policies, processes, SLAs, Service Quality Scorecards, KPI monitoring, documentation control and records, audit and compliance of existing processes and making the department a process driven department instead of people driven – in short responsible for the successful deployment of Quality Management System as per ISO 9001:2008 framework. Have developed “Employee Satisfaction Model” for identifying the areas of employee dissatisfaction and to work upon those grey areas to improve internal customer services to serve the bottom line of the company. Have developed “Competency Development Program” for the employees to enhance their personal and professional skills to serve both internal and external customer services delight. CS GURU yet is the biggest ever training project in the history of Ufone based on the development approach of AKS (Attitude, Knowledge and Skills) from scratch till manager by going through four different modules. Career Progression Path has been developed keeping in view the training needs of individuals who need to make aggressive moves in their professional career. Page 3 of 5 Have developed an online LMS (Learning Management System) named as U’CADEMY: another one of its own kind a project with registration option for all users to view their training history, track training records, updated training calendar, workshops references for self learning, :Pre & Post training analysis, online certification, employee engagement through knowledge evaluation and surveys etc. Voice of Ufone: a flash based interface having all value added services in text, voice & animation for better effectiveness of all the internal customers/employees. Investment Calculator for getting actual investment of workshops at regional, individual & departmental level for better forecast of training & its investment. ROI: another feather in the cap is the development of software that gives the rate of Return on Investment at individual, regional & departmental level. Helping Human Resource Department in identifying training needs & selection of right candidate based on the previous professional experience. Conduct trainings at Regional Level of all Customer Operations Staff as per training schedule mainly with different sub segments of Customer Operations: Involve in event management for all trainings related to CS staff with out-sourced training organizations w.r.t logistics, lodging, boarding, end-to-end process etc. Trainings & Certifications: Trainings Neuro-Linguistic Programming Conducted By First Institute of Dynamic Learning (Kamran Sultan) Building Successful Teams Gulf stone (Ramiz Allahwala) Service First Gulf stone (Ramiz Allahwala) Train The Trainer Leading Edge (Ijaz Nisar) Train The Trainer Navitus (Farhad Karamally) “Service Excellence” Award on Consistent Performance Ufone “Going Extra Miles” Award on Consistent Performance Ufone 7 Habits of Highly Effective People Organizational Learning Expert “CS Corner Stone” Award on Consistent Performance, Dedication and loyalty with Ufone Franklin Covey Golden Blue Group (M. Amer Siddique) Ufone Behavioral Interviewing Skills Ufone Customer Services Strategy Workshop 2010 Ufone Customer Services Strategy Workshop 2011 Ufone People Manager’s Drive (Leadership) Workshop 2012 Schuitema Page 4 of 5 Fundamentals of Quality Management PIQC (Dr. Kamran Moosa) Introduction to Quality Management System PIQC (Mr. M. Naeem Shahzad) PIQC (Dr. Kamran Moosa and Mr. M. Internal Quality Auditing to ISO 9001:2008 QMS Naeem Shahzad ) Statistical Process Control for ISO 9001:2008 QMS PIQC (Mr. Naeem Shahzad) Education: Degree Institute Year Certified Trainer NAVITUS 2008 Bachelor of Commerce (B.COM) Punjab University 2000-2002 Matriculation (Science Subjects) RBISE 1998-2000 Computer Skills: MS Flash 8 & Swish, MS Office 97, 2000, 2003, 2007 & 2010, MS Access, MS Front Page/HTML Adobe Photoshop, Dream Waiver, Coral Draw, SAP, Oracle. Trouble shooting of Windows XP, 2000, ME, Server Edition, Vista & Windows 7 Professional Interests: Exploration of latest technologies. Designing power point templates. Pre & Post Analysis. Exploration of latest training related developments around the globe. Keep an eye on the quality management framework on a global level for continuous enhancement of the existing quality network of Ufone. Page 5 of 5