Adnan Khan H#K-349 Block-9 Clifton, Karachi ‖Cell # 0312-8297596‖ Email: maan-khan@hotmail.com

PERSONAL SUMMARY:

An enthusiastic, positive and motivated professional with a diverse background in HR, Training

& Development and Customer Services who understands that delivering fantastic customer

services is the key to drive brand loyalty & customer engagement. With an amicable

personality I always lead by example with a business focus strategy to inspire teams to achieve goals.

Currently, I am looking for an environment that is both challenging, rewarding and which offers real career

progression opportunities.

CAREER ACHIEVEMENTS:

Executive Human

Resources &

Organization

Development

Restaurant General

Manager

Deputy Manager

Call Center &

Operations

Assistant Manager

Call Center (DSC)

Achieved Training standard KPIs above 95% and

were recognized the employee with Internal or External

Certification.

Successfully implemented new Training Method as

Monthly & Yearly Calendar.

Designed Operation Leaders Success Routine and

developed criteria for its implementation which resulted in improved

Restaurant Performances.

Trained the visually impaired restaurant team for the first ever Dark Restaurant of Pakistan.

Recognized as Best Trainer for the two quarters within a year.

Recognized as the Best Manager Call Center in August, 2014

Successfully integrated JAWS (for visually impaired CSRs) with our Order Management System (OMS).

Trained visually impaired CSRs to develop their capabilities to become equally competent to other CSRs.

Run 2 different campaigns simultaneously of Pizza Hut & Burger King.

Team Management

Motivational

Training

People

Management

Analytical Skills

Grievance handling

Performance

Evaluation

Customer

Satisfaction

EDUCATION & CERTIFICATIONS:

Matriculation (Science) from Board of Secondary Education Karachi.

Intermediate (Science) from Board of Intermediate Karachi.

B.COM done from Karachi University.

MBA (appeared) from Karachi University.

Certifications: - Good to Great Certification Course by Learning Minds (Sohail Zindani) - Leading A Multiple Restaurant (LAR) Certified by YUM Brands. - Leading A Restaurant (LAR) Certified by YUM Brands. - Leading A Shift (LAS) Certified by YUM Brands. - Food Safety Certified by YUM Brands. - C.H.A.M.P.S. Certified by Pizza Hut. - Customer Maniac Mindset Trained and Certified by Pizza Hut (YUM Brand).

- Leadership Academy Certification & Course by Learning Minds (Sohail Zindani)

COMPUTERS SKILLS.

Ø OPERATING SYSTEM:

· Windows (98,2000, XP & Window 7 etc.)

Ø MICROSOFT OFFICE:( 2000,2003, XP Window 7 Professional)

· MS Word

· MS Excel

·MSPowerPointMS PowerPoint

· Typing Speed

Ø INTERNET EXPERTISE:

· Downloading Programs

· Searching Websites

· Checking & Sending Emails

Ø COMPUTER HARDWARE & SOFTWARE:

· Assembling, Repairing

· Install, configure and maintain network components.

· Configuration & Installation of Operating System &

Wireless Routers.

· Identify & solve the problems of hardware & software in

The Network.

PROFESSIONAL EXPERIENCE:

MCR (PVT) LTD - Franchisee of Pizza Hut of Pakistan

Manager Call Center & Operations

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

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

Lucky Textile Mills Limited (Weaving a Better World)

Human Resources & Organizational Development

FEB 2019 - Present

Major Responsibilities:

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.

MCR (PVT) LTD - Franchisee of Pizza Hut of Pakistan

DEPUTY MANAGER Call Center & Operations

January 2018 - Present

Reporting to the Head of HR & 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.

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.

Manager In Training (MIT)

April 2016 - January 2018

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.

ASSISTANT RESTAURANT GENERAL MANAGER (ARGM) September 2015 – March 2016 Trained and developed restaurant and call center teams enabling them to provide customer mania services to our valued customers in order to ensure that they have outstanding experience with Pizza Hut.

Major Responsibilities:

Conducted orientation session for the new comers.

Trained newly hired Trainee Managers on BOH, FOH and basic management skills. Delivered training sessions on Food Safety, Customer Service, Suggestive Selling and Attitude &

Behavior etc. Provided On-Job trainings as per requirement.

Performance appraisal review and processing.

Staff Retention

Duties Manage & Assigned

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.

Delivery Support Center (Call Center) - Millennium Software

ASSISTANT MANAGER DSC

January 2013 - August 2015

Assisted, Manager Call Center to ensure profitability and high level of customer service to all customers. Managed Call Center operations having 3 different campaigns and supervised 100+ CSRs (including visually impaired); ensuring quality customer services are delivered. Had an opportunity to work on the development of Order Management System (OMS) making it compatible with JAWS for the induction of Visually Impaired CSRs at our center. Served as a Lead Trainer and also trained the Visually Impaired CSRs; playing a key role in enhancing their performance.

Major Responsibilities:

Ensured guest satisfaction and delivered high level of hospitality to the customers.

Worked closely with the telemarketing agents to promote the business resulting in increased sales.

Trained the team members regarding product details and customer service standards. Conducted training refreshers for the team to ensure better and improved level

of service.

Addressed customer complaints; winning in satisfied customers for the brand.

Ensured continuous motivation of team members in order to have maximum productivity.

Discussed performance results and assigned targets to CSRs and Trainee

Managers.

Shared daily/monthly/yearly sales reports with senior management. Maintained and managed CSRs’ duty rosters including their holidays, absenteeism

and leaves through Merlin ERP Software (HRMS).

Delivery Support Center (Call Center) - Millennium Software

TRAINEE MANAGER August 2011 – December 2012

CUSTOMER SERVICE REPRESENTATIVE January 2011 – July 2011

Q Mobile - Digicom

CUSTOMER RELATIONSHIP OFFICER February March 2010 – December 2010