خلاصہ

Faheem Shahzad is a Certified PMP & Process Improvement Expert (SSGB) working in the Software & Telecom Industry since 2005, possessing diverse experience of QMS Implementation, Requirements Analysis, Business Process Improvement using Six Sigma Methodology, Software Quality Engineering and Quality Audits.

His specialties include Process Definition, Process Improvement, and Project Management. He is also TL9000 Qualified Auditor, In-house Trainer & Facilitator for Project Management & Six Sigma Trainings. He has to his credit, the successful QMS Deployment & Audit Management in Telenor Pakistan during 2008-2011.

Prior to this, he has worked in the Software Industry for 3 years, having worked in various roles of Business Analysis, Technical Writing, Software Testing, and Software Quality Assurance.

پراجیکٹس

Quality Management System Implementation

تجربہ

کمپنی کا لوگو
Executive Manager Contact Center Operations
Telenor Microfinance Bank
جنوری ۲۰۱۷ - موجودہ | Lahore, Pakistan

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Liaison among stakeholders including but not limited to Business Units, Sourcing, Finance, Financial Control, Legal, OSP Executives, and Backend Operations Teams (internal & outsourced) to ensure smooth Operations.
• Act as a bridge between Business Units & Outsourced Partners / Vendors for day to day operations, capacity planning and change management.
• Evaluate Contact Centre performance against pre-defined KPIs.
• Liaison with Business Units for Verification & Approvals of Billing & Invoicing of Outsourced Partners.
• Coordinate with Sourcing and Finance Units for smooth processing of Purchase Requests, Purchase Order Issuance and Payments Clearance to Outsourced Partners.
• Management Reporting of Call Center Operations on regular basis or on demand.

کمپنی کا لوگو
Team Lead Financial Services Operations
Telenor
مئی ۲۰۱٦ - دسمبر ۲۰۱٦ | Lahore, Pakistan

1- Responsible for Leading a Team of 17, to provide day-to-day Operational Support to Easypaisa Unit.
2- Optimization of Support team in terms of their Productivity, SLA Adherence & Service Quality.
3- Responsible for establishing E2E PB Channel & explore various Customer Touch Points.
4- Responsible for understanding & executing the strategic ambitions behind PB Channel to meet the business objectives.
5- Stakeholder Management (Business Partners, Tameer Bank, Technology, Vendors, Outsourced Partners) & SLA Adherence.

کمپنی کا لوگو
Systems & Processes Specialist (Financial Services)
Telenor
مارچ ۲۰۱۵ - اپریل ۲۰۱٦ | Islamabad, Pakistan

Conduct UATs, Review Business Requirement Documents
Requirements Analysis, Business Process Management
Business Process Implementation & Enforcement
Business Process Improvement / Re-engineering

کمپنی کا لوگو
Network OSS Specialist
Telenor
فروری ۲۰۱۲ - فروری ۲۰۱۵ | Islamabad, Pakistan

• Conduct Functional Specification Workshops with Vendors and Customers
• Monitor Hardware & Software Installation
• Monitor Software Customizations according to Functional Specifications
• Acceptance Testing, System Stability Issuance and Handover to Operations
• Driving and Managing Network Moderanization Project with necessary Support & Lead from Stakeholders
• Vendor Management & Interactions for Issues Resolution
• Document Processes & Policies, Generate Project Reports & Escalate Issues to relevant touch points

کمپنی کا لوگو
Business Process Improvement Specialist
Telenor
مئی ۲۰۰۸ - فروری ۲۰۱۲ | Islamabad, Pakistan

• Six Sigma Program Management.
• Plan & Execute Internal Quality Audits (TL9000 QMS)
• System Administration, Maintaining routine system back-ups
• Plan, Manage and Execute Quality Management System Scope Expansion Projects within the Organization

کمپنی کا لوگو
Quality Assurance Engineer
Mobile Weaver (Pvt) Ltd
جولائی ۲۰۰۷ - مئی ۲۰۰۸ | Islamabad, Pakistan

• Worked on APIs, Mobile Content.
• Tested mobile applications & Games through mobile handsets from a variety of handset models.
• Executed the test plans by performing load testing, stress testing and a variety of other software testing techniques (manual & automated testing).

کمپنی کا لوگو
Quality Assurance Engineer
Digital Research Las Pvt Ltd. (DRL)
نومبر ۲۰۰٦ - جولائی ۲۰۰۷ | Islamabad, Pakistan

Worked on ISO 9001:2000 Standard, Performed business requirements analysis at Civil Services Academy (LHR). Executed various information gathering techniques as per System Analysis phase of SDLC. Developed the QA Plan and test cases for various modules of the application under test.

کمپنی کا لوگو
System Engineer
Advanced Computing & Engineering Solutions (ACES)
مارچ ۲۰۰٦ - اکتوبر ۲۰۰٦ | Islamabad, Pakistan

Technical Writing, Business Analysis of Shaikh Zayed Medical Complex Lahore. Designed the Graphical User Interfaces and later, worked on Process Improvements through Business Process Re-engineering. Worked towards achievement of CMMI Level 2.

تعلیم

GEM International Productivity Solutions
سرٹیفیکیشن, Lean Six Sigma Green Belt‎
Process Improvement
مکمل
2011
Project Management Institute, USA
سرٹیفیکیشن, Project Management Professional‎
Quality Management, Cost Management, Risk Management
مکمل
2010
Shaheed Zulfikar Ali Bhutto Institute of Science & Technology (SZABIST)
ماسٹرز, , Masters in Computer Sciences‎
Software Engineering
CGPA 3.2/4
2005

پیشہ ورانہ مہارتیں

ماہر Business Process Improvement
ماہر Business Process Mapping
متوسط Contact Center Operations
متوسط Cooordination Skills
ماہر PMI Certification
ماہر Process Improvement
ماہر Project Administration
ماہر Quality Management
ماہر Recruiting Strategy
ماہر RESTful APIs
ابتدائی Software Development
ابتدائی Software Life Cycle Testing
متوسط Software Quality Management
ماہر Team Management
متوسط Technical Lead
ماہر Tracking System Monitoring
متوسط Vehicle Maintenance

زبانیں

ماہر سرائیکی
متوسط پنجابی
ماہر اردو
ماہر انگریزی

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