D*****l

• Spearheaded onboarding and continuous training programs for 50+ customer service and sales representatives, improving first-call resolution by 25% and sales conversion rates by 30%. • Developed and implemented a customer-centric sales training curriculum aligned with company goals, resulting in a 15% increase in cross-sell and upsell performance. • Managed daily operations of customer service and sales teams, ensuring KPIs such as CSAT, NPS, and revenue targets were consistently met or exceeded. • Collaborated cross-functionally with product and marketing teams to align messaging and improve customer engagement through tailored service and sales strategies. • Led performance coaching initiatives and call quality audits, reducing churn by 20% and boosting employee engagement scores across departments. • Resolved escalated customer issues with empathy and efficiency, leading to a 40% improvement in customer satisfaction scores and enhanced brand loyalty

• Advising clients on their legal rights and all matters related to labor law and Unions, corporate and mass transit regulations • Researching legal precedents and gathering evidence pertinent to labor, hospitality and mass transport cases • Representing clients' cases before courts, tribunals, and regulatory boards • Drafting legal documents such as employment contracts, settlement agreements, and legal contracts, and preparing statements of legal opinions • Negotiating settlements in labor and union disputes and mass transit-related civil disputes • Performing administrative and management functions associated with the practice of law • Serving as mediator, conciliator, or arbitrator in labor, employment and mass transit disputes • Acting as executor, trustee, or guardian in various legal matters related to labor law, corporate and mass transit • Oversee recruitment, customer service, salary administration, job analysis and evaluation, training and development, labor relations, and diversity & inclusion (D&I) initiatives to enhance organizational performance, compliance, and a positive workplace culture.

• Oversee ERP systems, board meetings, and legal vetting processes to ensure compliance and operational efficiency. • Manage labor relations, collective bargaining agreements (CBA), and labor union negotiations to foster strong industrial relations. • Handle legal vetting, customer service, labor court litigation, and ensure statutory compliance with labor laws and regulations. • Lead recruitment, employee relations, training, and talent development programs to attract, engage, and retain top talent. • Conduct job analysis and job evaluation to ensure roles are accurately defined and aligned with organizational needs. • Oversee employee benefits, compensation strategies, and salary structures to maintain competitive and equitable reward systems. • Lead workforce planning, succession planning, and career development initiatives to support long-term organizational growth. • Ensure compliance with labor laws, fostering a positive and productive work environment. • Design and implement HR policies focused on customer service, talent management, employee retention, and performance improvement. • Manage compensation, benefits, and performance management systems to align with organizational goals and objectives. • Identify training needs and design employee development programs to enhance skills, career growth, and overall organizational success. • Develop and execute leadership development programs and training initiatives to improve performance, leadership effectiveness, and organizational outcomes.

Note: Three-months project on restructuring, ERP implementation, policy development, and business process re-engineering completed; resumed General Tyre, Pakistan, on 01.01.2020. 1. Working on ERP environment implementation 2. Board Meetings, Minutes recording and Compliance 3. Budgeting, Forecasting and Business development strategic planning 4. Legal Vetting and Drafting 5. Recruitment (attraction and selection) 6. Training and Development 7. Employment Contract and Manpower planning 8. Performance Management 9. Job analysis, evaluations & Human Resource Planning 10. Career Development & Employee Motivation 11. OD Planning, Employee Relation, Compo & Benefits 12. Disciplinary Practices & HR Documentation 13. Communication, Employee legislation, OH&S 14. Group Presentations and Analytical Management

• Lead HR operations, including recruitment, training, salary administration, job analysis and evaluation, ERP management, Board meetings, and talent management to ensure alignment with organizational goals. • Manage labor relations, including union handling, Collective Bargaining Agreements (CBA), and union negotiations to foster a positive and compliant working environment. • Oversee legal vetting, labor court litigation, and statutory compliance to mitigate risk and ensure regulatory adherence. • Develop and implement HR policies and procedures that support the company’s strategic objectives, ensuring consistency with compliance standards. • Drive recruitment efforts, including hiring staff, negotiating employment agreements, and identifying staffing needs to meet organizational demands. • Champion diversity and inclusion (D&I) initiatives to create an equitable and inclusive work culture. • Manage employee wellness programs, performance reviews, and employee benefits to enhance satisfaction, retention, and organizational growth. • Design and implement training programs that align with organizational needs, employee development goals, and performance enhancement. • Ensure customer service, compliance with labor laws, industry regulations, and statutory requirements, driving operational excellence and minimizing risk.