Mahwish Faran

Mahwish Faran 629 E1 – Johar Town, Lahore – 03004420656 [email protected] PROFILE I am a dedicated individual who strongly believes in hard work being the best path to lead a successful life. I have extensive experience in Public dealing, Human resources, Education Management, Customer Service, and Content Writing industries. I am looking for a strategic role to be able to add diversity to my profile and make the best use of my communication skills. WORK HISTORY LiveAdmins LLC (Oct 2003 – Apr 2016) Chicago based company (offshore office in Cavalry Ground, Lahore) I have a practical experience of working for almost every department at LiveAdmins LLC (US based company providing chat based Customer Support and Sales services). Customer Support Analyst I joined as a Customer Support Analyst. My major responsibilities were  Reading and preparing different websites to understand the business models  Understanding the Marketing campaigns and promotions of different clients to share them with web visitors while chatting with them.  Interaction with web visitors to assist them with their queries, sell and up sell the products / services of the clients. Manager Quality Control: After first six months, I was promoted as Assistant Manager Quality Control and within three months I was promoted as Manager Quality control. My responsibilities were:  Reading the chats conducted by Agents on a daily basis and check: - Language mistakes - Accuracy of Product Knowledge - Listening Skills - Rapport building - Business friendly conversation / Liveliness - Selling & Up selling skills - Following the right Processes (Internal & External)  Preparing performance reports of agents and sending them to the Training & Operations department for actions.  Preparing monthly Grade reports for Bonus Announcements Manager Operations & Training After working in the Quality Control department for a year, I was promoted as Manager Operations and Training. My major responsibilities were: - Manage different teams headed by the Supervisors (collection of performance reports) - Interaction with (US based) Clients for latest Updates, promotions, Training and Up training requirements (related to their websites). - Preparation of sample scripts based on different campaigns and sending them to clients for approval. - Conversion of sample scripts into training manuals for the agents. - Conducting presentations to explain the business model (in case of a new client) and explaining the new campaigns for existing clients. - Conducting evaluation sessions to make sure agents perform right according to the clients’ requirements. - Organizing (preparation of Agendas, notifying the members of the company about meetings through formal notices) & conducting weekly and monthly meetings within the company - Organizing company events such as Monthly Corporate Dinners and Team building events. Broad Vision Educational Services (June 21 – Till date) - Teaching English Language and Literature to students of Class 7 – O Level Private Tuitions (June 2016 – Till date) - I have been teaching the students of different schools including LGS Johar Town, Beacon House, The Educators, and LGS Faisal Town. I can teach all courses from classes 1 – 8 and for O level I take English primarily as that is a more core subject. Lahore Grammar School 55 Main (Nov 2013 – Till date) Online Classroom & Learning Systems Management - Creation & Setup of Google classrooms - Training manuals - Student & Teacher training workshops ICT Academic Coordination (Class 2 – 6) - Curriculum development - Worksheets & Planners - Teacher observations - Student activity planning & execution Middle School Administrator & Events Coordinator - Online School Management (Teachers, Students and Parent Portals) - Technical Support for Hybrid Learning (Teachers and Students) - Help files creation for smooth execution and implementation (Technical Writing) - Training teachers for effective use of Online Teaching Tools - Teachers Daily Attendance Record - Class Rounds / Substitutions Allocations - Substitutions for various classes - Parents / Teachers Meetings Arrangements - Admin Phone Calls - Attending to students for minor Medical Aid - Events Coordination - Students Filing of Extracurricular & in-house activities - Contacting host organizations and arranging meetings with students and relevant personnel - Verification Processing School Project Management - Currently working on creating help files for the new school Accounts Management System * System testing with various billing cycles and screen capturing * Multiple user interaction quality assurance * Structuring notes according to data flow - Supervising data entry and book management through the school library system * Shortlisting and interviewing A-Level students for Library Assistance * Scheduling students for data entry * Training students to use the Book Management System DevBatch (Mobile Apps Development) – (Jan 2020 – Till Date) Content Writer – Social Media Posts, On-Page and Off-Page Content Rouge Magazine – (May 2018 – Till Sep 2019) Contributing Writer – Diversified range of writing work including multitude of business industries. Iffat Anwar Medical Complex I am working on the content for their brochures, pamphlets and website. Brochures have been published already and website content will be published in a period of 2 to 3 weeks. LiveAdmins LLC (Oct 2010 – June 2018) Quality Control / Assurance Manager (This role involves educating live chat attendants on various company objectives and processes in case they fail to follow the defined guidelines. These sessions include surprise test sessions and online sessions via Skype) DevBatch (Mobile Apps Development) – (June 2012 – Nov 2013) Business Development Executive (Elance Web Design & Development Sales) CrewLogixInc (Oct 2009 – Oct 2010) Marketing Executive (Elance Web Sales) Service Sales Corporation (Nov 2008 – June 2009) Headed the Imports Channel (From China) under the Sourcing Department Digital Media Ventures (July 2008 – Feb 2010) Marketing Executive (Elance Web Design & Development Sales) My responsibilities include:  Bidding & Compiling Business Proposals (Web Programming specifically)  Chat / Phone Conversations with Customers for project discussions  Customer Service calls to ensure smooth business operations CureMD (July 2008 – Dec 2008) (Medical Software / Services Company) I was working as a Technical Content Writer with them. My responsibilities included:  Writing Press Releases  Writing Technical Help Manuals  Business Proposals (RFP’s)  Website Content  Adverts for Newspapers Some of my latest writing samples can be reviewed at - www.developersshop.com - www.acrotextile.com Writing Capabilities My responsibilities at LiveAdmins included writing and documenting: - Company’s Internal policies and procedures - Training manuals for clients (Almost 20 business models) - Agendas & Notices for meetings, holidays and occasions such as company’s anniversary and other celebrations. - Designing Ads for news papers and web portals (primarily for recruiting agents for the Operations department) Website Profiling:  http://www.acrotextile.com/  http://www.installmytheme.com/  http://www.templatesrule.com (Not all the site but some sections are done by me) Blog Writing: www.templatesrule.com (so far all posts are done by me) www.tReds.co.uk (Quite a few posts are done by me, can provide the titles on request) http://www.tecsenza.com/blog/ (All posts are done by me) Public Relations & Human Resource responsibilities - Placing Ads in the newspapers and web portals for vacant positions in various departments of the company, most specifically the Operations department. - Maintaining a database of resumes and scheduling interviews with the candidates for ongoing assessments and hiring the employees as per requirements. - Net meetings and voice conferences with clients (due to various responsibilities listed above) Along with my responsibilities listed above, I have also worked for the following departments at LiveAdmins: Billing Department: I was also in charge of the Billing department at LiveAdmins (for 10 months). I designed a small Billing process by making changes to the existing process to handle the billing more efficiently. Freezone Internet LTD (Sep 2002 – May 2004) UK based company (Offshore office in DHA, Lahore) Technical Support Executive Freezone Internet is a UK based ISP providing web hosting and search engine optimization services. I joined as a Technical Support Executive and my duties included:  Assisting the customers based in UK with any technical problems they were facing regarding their websites and email accounts (Over the phone & email).  Handling the ticketing system along with other executives  Informing the System Administrators about customers’ problems, getting them resolved, and contacting the customers back for a follow-up.  I also assisted the System Administrator in server-side issues for a while EDUCATIONAL HISTORY Public Dealing & Human Resource Workshop (LGS 55 Main) BA (2020 – 2021), Punjab University Education, Sociology, Journalism MCS (Sep 2001 - Sep 2002), Cresset College, Lahore Master of Computer Science BCS (Sep 1999 - Sep 2001), Cresset College, Lahore Bachelor of computer science F.Sc (Sep 1997 - Sep 1999), Govt College For Women Gulberg, Lahore Pre-Medical (Physics, Chemistry, Biology) Matriculation (Mar 1995 - Mar 1997), The Lahore Lyceum, Lahore Pre-Medical (Physics, Chemistry, Biology) SKILL  Organizing Team Building Events  Testing and implementation of new software  Fabric & Glass Painting, Interior Decoration Work-Related Projects  Worked on improving the Quality Control process along with the other consultants at LiveAdmins.  Developed the Employee Handbook along with a group of company consultants at LiveAdmins  New Hire Training Process (Developed and Documented the New Hire training process for LiveAdmins)  Created a Supervisors Manual (Defining the roles, responsibilities and processes to be followed by the Supervisors) PERSONAL DATA Father Name: Syed Manzar Hasnie Date of Birth: 30 Aug 1982 NIC Number: 35202-2803345-8 Marital Status: Married REFERENCES Available on request