Cell 1: +92-333-5300617
Cell 2: +971-50-1596329
Passport: RE6895001 (29th July 2015)
Skype ID:
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.
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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
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
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.
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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.
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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:
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
“Going Extra Miles” Award on Consistent Performance
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)
Behavioral Interviewing Skills
Customer Services Strategy Workshop 2010
Customer Services Strategy Workshop 2011
People Manager’s Drive (Leadership) Workshop 2012
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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)
Certified Trainer
Bachelor of Commerce (B.COM)
Punjab University
Matriculation (Science Subjects)
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.
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