SHUMAILA NAAZ
Moradabad
Summary
Results-oriented professional with extensive leadership experience in high-stakes environments. Skilled in strategic planning, operational optimization, and organizational growth. Known for fostering team collaboration and delivering results under changing conditions. Key strengths include strategic vision and stakeholder management.
Overview
11
11
years of professional experience
Work History
Teacher – Primary & Middle School (All Subjects)
Wilsonia Group of Institutions
01.2014 - 12.2021
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Organized extracurricular activities such as clubs or field trips that enriched students' learning experiences outside traditional classroom settings.
- Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
- Integrated cultural awareness into lessons by incorporating diverse perspectives and materials into the curriculum.
- Served on school committees focused on curriculum development, teacher evaluations, or community outreach initiatives to contribute positively to the overall school climate.
- Pioneered sustainability project that educated students on environmental issues and solutions.
- Promoted digital literacy by integrating technology into curriculum.
- Continuously pursued professional development opportunities such as workshops or conferences to stay current in educational trends.
- Guided students through college application process, increasing number of students accepted into their first-choice institutions.
- Designed and implemented differentiated instruction strategy to meet diverse learning needs, enhancing educational outcomes.
Customer Support Executive – International Process
Call Net
01.2021 - 12.2023
- Worked with a startup BPO handling a USA-based international customer support process.
- Managed high-volume voice support during the initial phase, handling approximately 90 inbound and outbound calls daily while resolving customer issues efficiently.
- Followed US communication standards, quality guidelines, and compliance requirements to ensure customer satisfaction.
- Maintained accurate CRM documentation and interaction records.
- Transitioned to chat and email support based on performance, handling multiple live chats simultaneously and responding to customer emails professionally.
- Ensured quick turnaround times, high-quality scores, and clear written communication aligned with US customer expectations.
- Worked in a full-time role with fixed shifts, defined KPIs, and performance tracking.
- Call Net – Startup BPO in Moradabad delivering USA-based international customer support via voice, chat, and email.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Established long-term client relationships through consistent delivery of high-quality products and services.
HR Executive / HR Operations
Call Net
12.2023 - 12.2024
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Prepared annual data to determine metrics for operational performance.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
- Interviewed, recruited and trained new onboarding candidates.
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Assisted in employee appraisals, promotions and terminations based on performance reviews.
- Identified trends and assessed opportunities to improve processes and execution.
Education
Master of Commerce -
IGNOU
Delhi05.2024
Bachelor of Commerce - undefined
MJP Rohilkhand University
Bareilly06.2020
HR Management - undefined
Jamia Millia Islamia
Delhi12.2016
NTT - undefined
NCCE
Delhi12.2016
Intermediate - undefined
NIOS
Delhi12.2014
High School - undefined
St. Amtul's Public School
Moradabad, UP12.2011
Skills
Customer service expertise
Timeline
HR Executive / HR Operations
Call Net
12.2023 - 12.2024
Customer Support Executive – International Process
Call Net
01.2021 - 12.2023
Teacher – Primary & Middle School (All Subjects)
Wilsonia Group of Institutions
01.2014 - 12.2021
Bachelor of Commerce - undefined
MJP Rohilkhand University
HR Management - undefined
Jamia Millia Islamia
NTT - undefined
NCCE
Intermediate - undefined
NIOS
High School - undefined
St. Amtul's Public School
Master of Commerce -
IGNOU