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Adeel Ehsan

A highly motivated professional, with a demonstrated track record of working and achieving results within Customer Services and Support role

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Intro
Islamabad, Pakistan
Consumer Services
Joined June 12, 2023

Skills

Languages

English
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Fluent
Urdu
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Native or Bilingual
About
I am a highly motivated professional, with a demonstrated track record of working and achieving results within roles requiring incisive analytical skills, and an understanding of complex policy and legislation. Proactive with drive and determination evidenced since graduation, delivering measurable results. A committed and energetic team player also accustomed to working under pressure using tact, diplomacy and initiative. Offering excellent written and oral communication skills, and dealing with people at different organizational levels. Over 10 years of experience within Customer Services and Operational Roles.
Experience
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Sybrid Pvt Ltd
Nov 2021 – Feb 2023
Islamabad, Pakistan
Operations Manager
• Ensure smooth running of operations while looking after a team of more than 200 people in two cities (Islamabad and KHI). • Interact and meet daily with the team leads / supervisors for updates regarding campaigns, teams, employees etc and pass instructions share information as necessary or shared by higher management. • Create appropriate goals and revenue targets and share the same across the teams / supervisors of multiple campaigns while also presenting the same to CEO and COO of the organization. • Liaise with all local and international clients (based in the US) currently working with the organization and ensure client satisfaction erstwhile enabling retainment and strong financial growth. • Coordinate with the International business development based in the US and make strategies for acquiring new clients / channel partnerships, and also assist them in onboarding any new clients as well. • Assist the Finance Team in ensuring on time payments from clients. • Assist the HR team in creating better policies for reattainment of staff and also take part in mid to senior level interviews being conducted. • Create appropriate processes / documents for audit purposes and present the same to audit teams during ISMS or ISO audits. • Make presentations for monthly meetings with the CEO and COO while also sharing weekly updates with them via data sheets. • Assist CEO and COO with meeting and engaging with local clients. • Play an active role in arranging recreational / sports activities for staff whereby ensuring WHAMS (wining hearts and minds) • As being a member of Health Safety and Security Team, help identify any health risk areas at the work premises, also assist in organizing seminars related to mental health and help in arranging regular fire drills aswell.
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Shifa International Hospital
Jul 2012 – Mar 2013
Islamabad, Pakistan
Associate Manager Operations
• Plan and organize the department activities at all levels. • Act as front line trouble shooter and solve issues related to inpatients, OPD and consultants • Preparation of departmental budgets, quarterly and yearly achievement presentations and work flow charts • Maintain standard operating procedures (SOP’s) according to ISO and JCI standards • Conducting various surveys for patient’s feedback to improve SIH services • Supervising issuance & renewal process of Shifa discount Card • Maintaining hospitals lynx based Complain Management System • Ensure protocol to Diplomatic & Government Dignitaries. • Monitoring performance of supervisors, ER coordinators, Night duty officers, and front desk staff to make sure optimal performance and provide guidance at all levels • Liaising with other functional areas/departments for smooth flow of services to the patients • Manage aggrieved patients/attendants and defuse the situation by on the spot counseling • Preparation of monthly attendance and salary sheets • Manage executive and general physical checkups. • Plan and execute customer service based training in liaison with Human resource. • Planning, documenting, initiation and monitoring of all policies related to patients all across the hospital in accordance with JCI (Joint Commission International) standard.