Furqhan Ahmed MH

· Demonstrated exceptional People managementskills, providing bespoke feedback and coaching to develop high-performing individuals.

· Developed and implemented People management strategies, maximizing staff capabilities and competencies.

· Facilitated leadership training workshops, equipping senior management with essential People management skills.

· Designed customized training materials to meet the specific needs of diverse teams within the organization.

· Developed complete training programs and led training using expert learning techniques.

· Administered course content, schedules and attendance utilizing learning management system (LMS).

· Created practice exams, exercise documents and interactive videos from older content and transferred print materials to digital.

• Developed lesson plans, instructional materials and written practice tests and training courses for New Hires.
• Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
• Developed training curricula and recommended programs that met instructional goals and objectives
• Collected data on program effectiveness to develop modifications and improvements to curricula.
• Evaluate customer contacts and deliver feedback to ERC Associates based on their performance, create individual development plans for their career growth.
• Deliver new hire onboarding and process training, conduct refresher sessions for tenured associates
• Responsible for ensuring site quality through team huddles and one to one session.

• Providing resolutions on tickets and cases in the back-office queues at the employee resource center (ERC) for UK, Ireland, South African market and MENA Market.
• Managing the front-line agents and collaborate with the Work Force Management (WFM) as a functional manager based on the inflow of calls and cases to maintain the Service Levels.
• Regular connects and collaboration with, the local HR from multiple sites in UK, payroll and data management team for process change or process implementation based on the data from ERC.
• Assist the managers, front line agents and other employees with their queries and real time operational challenges.
• Deep Dive into cases or tickets for the employees from the EMEA and MENA market to provide the right resolution.
• Root Cause Analysis for escalations and incorrect case handling.
• Regular connects and collaboration with External and Internal Stakeholders for process improvement.

• Receive & log all queries received through phone, Chat, voicemail, & email in Salesforce / Trouble Ticketing for US, EMEA and MENA regions.
• Coach, train and guide new hires during their initial days.
• Responding to inquiries regarding policies and programs including attendance, payroll deductions, etc
• Handling customer Escalations and providing resolutions through deep dive.
• Ensure the Service levels are achieved at all times for HRS processes.
• Innovative with a commitment to change and process improvement applying KAIZEN and LEAN methodologies.