Manager Member Services - Oracle Academy
Dates Employed Mar 2016 – Present
Employment Duration 2 yrs 11 mos
Location Pakistan

Manager Member Services – Oracle Academy (JAPAC) Mar 2016 - Present
• Working with other team members, manage the Member Services’ queue and serve as the initial point of contact for questions and issues, providing timely and positive responses
• Address customer service issues and inquiries independently
• Manage escalations of issues and questions from the Member Services queue that result in timely and win-win conclusions
• Maintain deep knowledge of Oracle Academy policies, procedures, and guidelines
• Maintain accountable and connected dialog with members and identify areas and make recommendations to increase member satisfaction
• Support the development and implementation of tools and processes to improve the member experience and increase efficiency and effectiveness
• Participate in the development and implementation of metrics and on-going reporting to monitor and track issue resolution
• Key point of contact to the Regional teams to update on member services issues and where appropriate attend Regional team meetings

Recruiting new and retaining existing program members.
• Responsible for planning, organizing, supervising Oracle Trainings for university students and faculty
members.
• Interacting with strategic government, education, and partner organizations to facilitate program adoption
and growth in the target entities
• Working as single point of contact for Oracle Academy member entities in my focus territory
• Communicate with member universities regarding on time renewal of memberships.
• Organize, Manage and Attend training and promotion events involving member entities
• Maintain general knowledge of all Oracle Corporate Citizenship initiatives, policies, and processes.
• Communicate with key internal Oracle personnel to increase awareness of program offerings and goals.
• Manage local Corporate Citizenship budget.
• Involve technical resources from all LOB’s for the arrangement of sessions at member entities.

Managed all executive level administrative tasks including scheduling on-site and offsite meetings,
conference calls, training programs, corporate lunch and arranging travel.
• Assisted in developing presentations, correspondence, schedules, confidential materials and various
employee issues.
• Adeptly handled incoming communications and responded to internal requests for information on timely
basis.
• Handled sensitive and confidential information with discretion.
• Met with individuals, special interest groups and others on behalf of management.
• Provided support on marketing related projects.
• Organized the details of special events, travel arrangements, corporate agendas and itineraries.
• Managed capital purchases, direct vendor relations, generated and maintained equipment tracking
records.
• Assisted the HR Manager with the recruitment, interviewing, and selection processes and sending
appropriate correspondence to all applicants in a timely manner.
• Planned and assisted in the conduct of monthly new hire orientation programs.
• Determined employee performance appraisals and developing plans and strategies for recruitment.
• Supported the department in creating and implementing training and development programs to ensure
optimal company-wide performance.
• Provided aid to employees in matters involving performance as well as discipline.
• Worked closely with all the associates in order to ensure a positive work environment.