ali Humayun

Manager Consumer Satisfaction – Customer Care
Dawlance, Karachi Pakistan.
Oct 2019 – Present
 Managing Contact Center, Consumer & Employee Experience & Satisfaction, Omni channels, E-Commerce and Social Media
Unit.
 Develop Consumer Satisfaction goals, KPIs & manage team to meet given targets set yearly for the Team.
 Strategize & Implement effective Consumer Loyalty program.
 Ensure enhancement of quality of Customer Interactions.
 Preparation & management of Cost budget for the Department.
 Implementing measures for cost management & control.
 Ensuring that team is meeting & exceeding SLAs with continuously implementing with corrective measures.
 Implementing improvement measures to ensure resources are properly allocated, maximized efficiency.
 Responsible for the recruitment, training, induction & coaching strategy across Department.
 Drive change & influence future change/projects to support & achieve improvements in the Customer Experience.
 Effective Training programs for the Team to maintain 100% uptime.
Sensitivity: Internal / Non-Personal Data
Key Result Areas:
 Achieved set Targets of Self Troubleshooting Option for Customers which resulted in cost savings of more than Eur40
thousand consecutively for last 3 years.
 Only Contact Centre Operational in Covid Lockdown 2020.
 For transparency and Data capturing Develop different CRM Portals to atomization System.
 More than 50 Project at Contact Centre since Oct 2019.
 Introduced new Digital channels to improve reach and Customer access e.g., Daraz WhatsApp Live Chat and Tiktok.
 Introduce Omni channel concept at Contact Centre.
 Introduced “(Customer Experience) CX Depart” to enhance Customer/Dealer journeys with Dawlance.
 Conceptualized and setup of a new “Social Media” division in the Organization to enhance Community Management,
Consumer interaction & Consumer analysis.
 Was instrumental in constantly managing to achieve all Department KPI’s since 2021 for the first time in Company.
 Efficiently managed both Human & non-human Resources to result in a 100% uptime for Dawlance Contact Centre.

Zonal Manager Customer Service – Customer Care
Dawlance, Karachi Pakistan.
Aug 2018 – Sep 2019
 Conduct training programs for Branches Operations Ensuring staff members are familiar with W.I. & procedures.
 Healthy environment at Service Centres & all safety precautions are followed.
 Management of KPI’s, Service Quality & ensuring continuous monitoring, result oriented improvement.
 Monitoring of Franchises and third-party Performance & Service levels.
 Dealership management, conflict resolution, gather & manage feedback on Product Quality & support.
 Working jointly with the Sales team to arrange for necessary Marketing events to enhance Sales.
 Ensure maximize revenue generation & minimize cost.
 Reviewing & creating policies & procedure for system improvement.
 Resource management for the Customer Services department.
 Conduct Audit of Branches & Franchises.

Consulate Secretary
Turkish Consulate, Karachi Pakistan
Mar 2013 – Jul 2018
 Provides Secretarial Assistance to the Consul General & Diplomats.
 Management of the tasks assigned by the Consul General.
 Management of Day-to-day diary. Assisting with programs for visits.
 Liaises & facilitates the flow of information between Consular Sections.
 Management of consular information destined for public decimation.
 Managing & execute administrative, assist visa department & other tasks or correspondence.
 Bank dealing and maintenance of Financial Spreadsheets for Daily Expenses.
 Managing & execute Consulate Security matter and Consulate Emergency planning
 Meet & Assist International Delegations. Etc. Ministries & Diplomatic Missions.
 Manage Protocol duties of VVIP and flight handling.
 Managing & execute hiring process and arrange introductory training for new local staff.
 Events Managing. (National Days, Conferences, Exhibitions & Cultural Program).
 Managing Procurement for the Consulate.

Manager HR
Hilite Technologies Pvt. Ltd., Karachi
Jan, 2012 – Mar 2013)
 Plan & initiate recruitment plans.
 Execute Internal & External Recruitment and arrange or conduct candidate interviews.
 Create job descriptions, administrative duties & recordkeeping.
 Management & Maintenance of Head Count of all resources employed within various functions.
 Coordinate & Conduct panel interviews for all hiring in progress, including relevant functional tests.
 Manage recruitment Budget.

Assistant Manager – HR
P.E.C.H.S Hospital, Karachi Pakistan
Oct 2010 – Dec 2011
 Process, verify & maintain documentation relating to personnel activities such as training, performance evaluations.
 Process & review employment applications in order to evaluate qualifications or eligibility of applicants.
 Prepare company policies, benefits & procedures.
 Provides job candidates by screening, interviewing & testing applicants. Recruitment advertisement & Office correspondence.

Floor Manager
Properties Dubai Real Estate, Dubai, UAE
Jul 2008 – Jun 2010
 Research & Analysis about market competition. Marketing of product to prospective clients.
 Arrange Exhibitions for the developers.
 Building good connection with clients & the Market.
 Manage entire sales cycle from start to finish.
 Maintaining excellent Customer Relationship & lead a team of Real Estate Sales.
 Training of new hirings.

Operations Supervisor/Shift In-charge
Gerry’s Dnata, Karachi Pakistan
Jul, 2003 – Jun, 2008
 Counter supervisor professionally skilled to provide good Customer Services to the clients
(EMIRATES, AIR ARABIA, SWISS AIR, OMAN AIR, ROYAL JORDANIAN, ETHOPIAN AIRLINES, SRILANKAN AIR, And TURKISH
AIR & ETIHAD AIRWAYS).
 Protocol of Delegations on VIP Flights.
 Security measures during flight and coordinate between check-in staff/baggage segregation/Load controller/Ramp.
 Handling any assistance regarding trouble shooting during check-in period.
 Manage Passengers Boarding.
 Ensure timely departure of all Fights.
 Dispatch of flight departure information to the next station.
 Travel Documents check for Customer.
 Conduct pre & post-flight briefing on assign flights with staff.
 Responsible for security measures.

Customer Relation Officer
Instaphone / Paktel, Karachi
Oct 2002 – Jun 2003
 Handling Incoming Calls.
 Troubleshooting customer complaints. Assisting and providing updates to customers.
 Educate customers on upcoming / new technologies and features.