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خلاصہ
Adnan Khan is an expert HR professional with a diverse background in Customer Services in the FMCG & Textile industry. He started his career in 2011 at a multinational organization, in his career, he served in prominent positions and levels including senior management in different organizations. He has vast experience in building capacities of Human Resources, change management, strengthening employee skills through different training and development programs, serving customers to strengthen their bond with them, and hands-on experience in Organizational Development Domain and Customer Care. In his previous roles, he served as an RGM at the multinational franchise of Pizza Hut, he has also led their Call Center team. He has conducted various HR, Leadership, Total Quality Management, and other development programs for indigenous firms.
Mr. Khan’s key areas of interest are Process Optimization, Human Resource Management, Decision Making, Leadership & its effectiveness along with Customer Service & Sales training. He is currently associated with Lucky Textile Mills Limited in a leading role in Training and Development. He is an expert in developing Soft Skills training which includes Attitude Alignment, Career Coaching, Conflict Resolution, Creativity, Customer Service, Diversity & Inclusion, Emotional Intelligence, Facilitation Skills, Influencing Skills, Managerial Skills, Negotiation Skills, Customer Services, Retail Sales, Team Management and Thinking Skills & Positive Behavior.
The following courses are value edition in his profile:
1. Creative Training Techniques from Polaris International
2. Emotional Intelligence from Polaris International
3. Train The Retailer from Pakistan Service Training & Development
4. Customer Service Specialist(Learning Zone YUM)
5. Leading A Shift (Learning Zone YUM)
6. Leading A Restaurant (Learning Zone YUM)
7. Leading Multiple Restaurants (Learning Zone YUM)
8. Leadership Academy (Learning Minds)
9. Good to Great (Learning Minds)
10. Fire & Safety (Civil Defence Pakistan)
11. Create a Fantastic Customer Experience. (Learning Zone YUM)
12. Food Safety(Learning Zone YUM)
With a mission to facilitate people in achieving their aspirations through action, Adnan Khan brings positivity and enthusiasm to the field of learning and development. His passion for training has made him a well-recognized name in corporate training across Karachi Pakistan.
Detail:
Name: Adnan Khan
Contact: 0312-8297596 & 0347-2905702
Email: [email protected]
پراجیکٹس
تجربہ
Manager Call Center
Reporting to the Head of HR & Call Center Development and managing training team of 6 members including 3 in direct reporting to me.
My role entails running Human Resource Development & Training programs for Pizza Hut Restaurant Operations’ staff in South Region. It includes but not limited to, development of bench plan criteria, performance KPIs, implementation of People Capability Program, ensuring that all 1200+ staff are fully trained in their capacities by planning, developing & implementing training programs in accordance to the YUM’s brand (Parent Company of Pizza Hut based in Dubai) training standards with a keen focus on the current & future business needs, etc.
Recruiting, training and supervising staff
Agreeing and managing budgets
Planning menus
Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines
Promoting and marketing the business
Delivery Trade Area Manage
Overseeing stock levels
Ordering supplies
Handling customer enquiries and complaints
Taking reservations
Greeting and advising customers
Problem solving
Preparing and presenting staffing/sales reports
Keeping statistical and financial records
Setting targets
Restaurant Operations Leadership - Advanced Shift Management
Effective Management Practices - Basic Shift Management
Crew Training and Development - Team Leadership
Area Leadership - Basic and Advanced People Practices
Achieve operational standards
Development and growth of people within the business.
Executive Human Resources & Organization Development
Lead training team to ensure that the training programs are effectively executed & delivered by my team up to standard.
Ensure Individual Development Plan is being executed for employee development.
Evaluate employee on job performance through frequent training assessments.
Identify the training needs by TNAs along with other Area Leaders and Departmental Heads.
Develop training programs on different topics while keeping findings of TNA in focus.
Highlight progress and achievement on Individual Development KPIs.
Run Train the Trainer Program in which training to the Top to Middle Management is given on how to conduct effective trainings.
Conduct certified training programs like Leadership, Management Skill etc.
Communicate employee benefits programs and processes to the staff at stores.
Maintain congenial relationship with staff at all levels and handle their disciplinary & grievance issues.
Create awareness amongst employees regarding any change and/or initiations of new HR policy, procedures & practices within the company.
Asst-Restaurant General Manager
- Restaurant Operations Leadership - Advanced Shift Management
- Effective Management Practices - Basic Shift Management
- Crew Training and Development - Team Leadership
- Area Leadership - Basic and Advanced People Practices
Shift Manager
Maintaining all KPI\'s/Compliance/Complaints and Daily Reports,
Maintaining and sharing individual Order Takers Sales,Guest Checks,GC
Average and performance records.
Performance appraisal review and processing.
Personnel data entry and records maintenance.
Position classification and grading.
Maintaining Staff Pay Roll & update individual time sheet ,Leave etc(HRMS)
Complete / Proper shift taking/handing over with others Team Members &
Managers.
Connectivity checking/ensuring between call center and restaurants including promise time.
System resources check including shortage of items, Deactivation’s etc.
Scheduling of agents/CSR\'s according to the work load requirements.
Ensuring and achieving good results by improving KPI\'s.
Marinating floor decorum, Managing breaks.
Communication board updating on real time basis.
Maintaining and sharing individual Order Takers Sales,Guest Checks,GC
Average and performance records.
Recognition of good work done and personal attention to the low performers.
Direct reporting to Manager and General Manager.
Maintaining all KPI\'s/Compliance/Complaints and Daily Reports,
Manager In Training
Managed training department and ensured delivering of optimum performance based on the KPIs & targets laid down by YUM Brands International for restaurant and call center teams.
Major Responsibilities:
Assured that our people at restaurants and call center are trained on their basic job skills.
Conduct YUM certified training programs like LAR and LAS program for RGMs, ARGMs and Trainee Managers.
Ensure quality training sessions are delivered by my team, as assigned to them.
Managed E-Learning site known as Learning Zone and assured that staff is assigned their Ids and tracked completion of their training modules on regular basis.
Trained visually and physically impaired CSRs for the Call Center Operations.
Designed training material for new product/promotions and other soft skill training programs.
