Malik Imran Ul Haq

ObjectiveCompetent to read and interpret situations intelligently, skilled to articulate ideas undoubtedly and precisely, confident, strong interpersonal skills, ambitious to achieve demanding goals, emotional resilience and care for people, dedicated and responsible, punctual and able to meet deadlines, accept challenging job and able to work in multi-cultural environment.

To play an imperative role in the progress and affluence of the organization. To advance the healthy lucrative environment of the business. To infuse the spirit of learning and motivate outlook with the organizational work. To transform words and ideas into action.

Professional Summary

Over 8 years’ experience in IT enabled services. A proven record of reliability, the ability to perform under time constraints and good judgment under

pressure. Develop exceptional relationships with co-workers, management and end users. Ability to work effectively in heterogeneous environments and with a geographically diverse team. Good understanding in remote support and ITIL model.

Professional Experience

Talabat.com Services Company W.L.L since Nov‘2013(Bahrain based online food delivery service provider)

Senior Customer Care Agent/Acting Team Leader

Manage a team of call center agents. Provides supervision and development opportunities for associates. Respond to incoming calls, emails and other message from customers and give them

the right answers and directions. Give accurate direction and support to team leaders to facilitate successful completion

of organization’s targets and performance goals. Carefully identify problems that might arise from operations with the use of ethical

procedures and professional judgment. Use expertise to build strong healthy relationships with clients, convince them of all

benefits of doing business with the organization. Discuss a sales theme or point-of-interest topic for the agents. Intimate employees with the rules and regulations of the organization in order to enable

them work in accordance with acceptable standards. Perform orientation, on boarding and update records with new hires.

DheyaTawfiqi Engineering Consultancy Bureau s.p.c, Kingdom of Bahrain Jun ‘2013 – Sep ‘2013

Document Controller/Office Assistant

Maintaining a tracking facility to enable documents to be updated easily. Provide advice on procedures of issue and methods in accessing the system. Presentation and filing of documents, drawings, technical documents and commercial

correspondence. Update document data into standard registers and check dispatch documents are

accurate. Generate various document control reports as required. Prepare site documents and follow up of onsite needs. Responsible for maintaining hard copy information. Issuing and distributing controlled copies of information to suppliers and subcontractors. Ensuring all documents are up to date as possible within electronic filing systems. Maintain the documents and drawings in the Document Control office under safe

custody without any damage or deterioration with easy traceability. Maintain the files and control logs as required by the project.

Ufone PTML Telecommunication Service Provider Pakistan Jul ‘2009 – Oct ‘2012

Floor Supervisor

Manage a team of call center agents. Resolving escalated customer and associate calls and issues. Ensure agent productivity, managing associate performance and drive floor production. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls

waiting, abandonment rate, etc. Provides supervision and development opportunities for associates. Provides product/service information by answering questions and offering assistance. Maintains call center database by entering and verifying information and updating

contacts. Modifies and adjusts Contact Center operations as required to meet service level

agreements. Discuss a sales theme or point-of-interest topic for the agents. Ensures compliance with company policies and procedures and supports company

mission, values, and standards of ethics and integrity.

Ufone PTML Telecommunication Service Provider Pakistan Mar ‘2007 – Jun ‘2009

Customer Care Executive

Handling high call volumes of about 300 to 400 incoming calls per day. Managed the escalated service concerns received from brokers, employer contacts and

account managers. Assisted customers via phone, email and internet and resolved technical queries and

transaction details. Assist customers in configuring and troubleshooting handsets, laptops, Blackberry, U-

mail, GPRS & MMS. Managing pre-paid, post-paid and corporate clients. Promptly and methodically responded to customer inquiries to identify and resolve

issues with initiative and good judgment. Provide customers with product and service information. Achieving targets on daily bases along with all KPI. Educate potential customers on our products and services by matching their needs.

New Pak Technical Training Institute Pakistan Mar ‘2007 – Jun ‘2009

Admin Executive

Manage front desk and answer telephones and relay messages to appropriate recipients.

Manage inventory of office supplies and assist in organizing office activities. Manage travel and accommodation arrangements for staff and guests. Maintain office equipment such as copiers, printers and fax machines. Overseeing procurement for center’s agreements, technical services, expense claims

forms, assisting permanent/visiting faculty. Procuring and negotiating price, verifying and processing of petty cash and overtime. Assist in managing accurate billing and maintain attendance records. Coordinate with HR and help in hiring process. Maintain effective & professional working relationship with team and peers. Create and maintain meaningful liaison with vendors and suppliers. Participate in procuring office equipment’s and ensure the suppliers adhere to the

Service Level Agreement. Assist pay role department in preparing salary data and end of service settlement. To manage the Record of Staff Documentation , Payroll , Bank and Petty Cash Book.

Education

Bachelor of Arts from Punjab University. Passed out in annual 2003 securing first class.

Training

Attended “Creating Moments of Magic”. A training workshop on Analytical, Creative Thinking and Decision making skills.

Interpersonal Skills

Identifying, analyzing and problem solving skills. Strong and effective verbal communication abilities at various levels. Good knowledge of customer relations Good conflict resolution skills

Prioritizing and managing workload. Flexible and adaptable. Ability to multitask and work in a team. Hard working and willing to learn. Managerial and organizational skills. Fluent in English, Hindi, Urdu and Punjabi.

I T Skills

Intermediate level in MS-Word, Excel, PowerPoint and MS-Project. Basic in MS Windows 95/98/2000/XP/2008 and Vista.

Certification

Peach Tree.

Personal information

FULL NAME Mr. Malik Imran Ul HaqEMAIL ADDRESS malik.imran756@gmail.comPOSTAL ADDRESS Gudaibiya, Kingdom of Bahrain.MOBILE NUMBER (973) 33445861 (973) 33700320 DATE OF BIRTH 18th December, 1980

PLACE OF BIRTH Pakistan

NATIONALITY Pakistani

PASSPORT NUMBER FF1221541

DATE OF ISSUE Aug 2012 DATE OF EXPIRY Aug 2017

DRIVING LICENSE (Bahrain) Valid until Nov 2020