Current Location: Punjab-Multan, Pakistan
Mobile: +92-300-8564540, 0301-5555610
Email: shaistashah60@gmail.com
A confident and supportive leader and presenter with excellent interpersonal and communication skills, Strong negotiator experienced at executive level hiring and on boarding, Strategic Planner integral part of senior management teams leading HR, Customer
Service and Operations, Passionate Trainer having designed and delivered supervisory and soft skills training, Seasoned Networker extensive linkages with business partners and stakeholders.
To secure a senior Management position with a progressive organization that would give me the opportunities to utilize my experience, develop new skills and expand my knowledge and capabilities. To lead through new creative initiatives and plans to ensure objectives are met and success measured.
Ali Brothers Construction Company Multan Jan 2014 – Present
Leading a team of 200+ professionals covering nationwide construction projects
 Mall Management Pace n Pace Shopping Mall Multan (project of Ali Brothers
Constructions), dealing with all international and nationwide brands
 Responsible for maintaining Human Resources Management and Human Resources
Development functions.
 Responsible for operating in a congenial, effective way and co-ordinate with Government and Public Institutions, enabling an uninterrupted and smooth functioning of the
Company’s operations.
 Maintain new appointments, resignation and termination reports.
Mobilink Islamabad Jan 2007 – Nov 13
Leading a team of 120+ professionals covering nationwide complaint handling while providing support to call centers as well related in bound and out bound help lines. Alone with a support to users on International roaming. Responsible for several desks working under Investigations
& Resolutions. Develop SOP’s to support to the teams in order to smartly achieve the KPI’s, maintain quality control/satisfaction records, constantly seeking new ways to improve customer service. Supervision of Back end Teams, who directly provide support to customers nationwide as well to internal customers, my work includes to supervise and keep the department in order, defining and modification of KPI when required. Time to time coaching of people managers, scheduling & Reporting to the HOD for department related issues along with inter department discussions.
Teams working under my managements are:
 Investigation and Resolution Unit
 General Complaint Team
 Escalation Team
 Data Services Team (GPRS/Blackberry – other Mobilink Data Services support lineup)
 Call Cord Team
 Employee helpline (Nationwide)
 IR Helpline
 Retailer Helpline – 1344 (Nationwide)
 Retailer Reversal Adjustment Team (Nationwide)

Project Manager
Mobilink Islamabad May 2006 – Jan 2007
Major Responsibilities:
 To manage the project of Pashto IVR deployment for the customers at helpline
 To ensure the smooth run of Project outcome
 To cope with the any leakages in the course of deployment
 Team building &Training of Team Leaders/Floor Supervisors
 Interviews and assessments, training of the new hires for call center
Support center Manager
Mobilink Islamabad Jan 2004 – May 2006
Major Responsibilities:
To manage the entire floor team in order to carry out the timely and smooth operations of back end to support the Business center and Call Centers complaints and quarries, also manage the entire team of support center to provide efficient resolution to the issues and handling problematic situations faced by the support unit in timely manner
Teams working under my managements are:
 Network complaints team
 Correspondence team
 Operations team
 Financial Adjustment /Bill Adjustment/Credit note team
 Bill Delivery team
 Analysis team
Mobilink Karachi, Multan Jan 2001 – Dec 2003
Major Responsibilities:
To manage the Core operations of the service center and managing the team to deliver the best possible services to our privileged customers and making sure that the team is taking care of their issues efficiently.
 Customer Service Management
 Team building &Training of the staff
 Back End Operations Management
 CS / Technical Team Management
 Front-End Supervision
 Customer Satisfaction Enhancement
 Efficient / Effective workforce Strategies design
 KPI /SOP’s Implementation & Improvement
 Sales and Marketing
 Office Administration
Mobilink Lahore Nov 1996 – Dec 2000
Major Responsibilities:
To manage the core operations carried out at contact center on the helpline
Supervision of different issues and problems faced by the team in the course of business requirements
To manage the entire floor team in order to carry out the timely and smooth operations to support the front end staff and back end support centers.

Teams working under my managements are:
 Inbound call center team
 Outbound call center team
 Dealer/Franchise helpline team
 Employees help line team
 Operations team
Jan 1994 – Oct 1996
Major Responsibilities:
 Supervises the implementation and maintenance of a new filing system to keep all files in an orderly manner
 Maintain personal files of all employees
 Maintaining payroll & leave record
 Arrange all the events and in-house training
 Travel arrangements of employees
 Making all necessary arrangements for meetings
 Over all correspondence for smooth running of office this includes office equipment, stationary etc.
 MBA In process
Allama Iqbal Open University Pakistan
 BA 2010 to 2011
Bahauddin Zikriya University Multan Pakistan
 FA 1990 to 1991
Board of Intermediate & Secondary Education Multan,Pakistan
 Matriculation 1988 to 1989
Board of Intermediate & Secondary Education Multan,Pakistan
 How to improve Moral & Motivation from PIM
 Time Management for Budding Managers from KZR
 Interpersonal skills & time Management from MAX Babri
 Time Management


Team Building from KZR
Interview behaving Skills
 Project Management
 It’s all about trust &Self-Management by Ramiz Allahwala
 People Managers Tool Kit
 Culture of Excellence
 Fundamental of Mobile Network
 Know they self
 Leadership Skills
 Service Excellence Training 2000
 Supervisor Skills
 CS Policies & Procedures
 CS workshop
 Training courseware Billing
 Telephonic Skills
 Agent 2000 from ZRG
 Traveling, Movies,Cooking, Internet