fiZa FatiMa

Dynamic Service Operations and Administration Professional with 8 years of experience in service management. As an Operation Service Manager in healthcare, expertise includes service operations, complaint management, SLA compliance, and team supervision. Focused on streamlining processes and enhancing customer satisfaction while driving continuous improvement and organizational growth.

Operation Service Manager at Vertex Medical (Pvt.) Ltd. (2026-03 – Present)

Critical Care Department

• Oversee daily field service operations and direct technical team tasks.
• Ensure quick responses and professional resolutions to all client complaints.
• Track Service Engineers' performance and review daily technical field documentation.
• Supervise medical equipment assembly, baseline inspections, and formal commissioning.
• Manage technical resource allocation and balance engineer work schedules.
• Monitor active Service Level Agreements (SLA) and annual contract commitments.
• Review and approve final field service records for operational quality assurance.
• Manage local spare parts stock levels and process manufacturer warranty claims.
• Lead introductory training, coaching sessions, and routine peer performance evaluations.
• Compile monthly operational summaries for executive management review.

Service Coordinator at Vertex Medical (Pvt.) Ltd. (2024-11 – 2026-02)

Critical Care Department

• Coordinated everyday team activities and operations for the service division.
• Logged and monitored multi-site equipment complaints inside the company ERP system.
• Tracked resolution times to ensure complete alignment with established service agreements.
• Organized all service contracts, inspection reports, and operational files.
• Bridged communication between service engineers, healthcare clients, and internal departments.
• Maintained strict oversight of spare parts inventory tracking and usage logs.
• Generated operational reports highlighting open complaints and asset deployment.
• Scheduled department meetings and managed action item execution lists.
• Maintained absolute compliance with standard internal administrative protocols.

Accountant & Administrative Manager at NGS (2018-02 – 2024-07)

• Managed daily ledger balances, payment vouchers, and digital bookkeeping.
• Monitored incoming fees and processed monthly vendor accounts payable.
• Prepared simple monthly and annual financial updates for school board directors.
• Reconciled bank records and verified check transactions against general ledger accounts.
• Maintained secure staff profiles, payroll details, and operational records.
• Handled parent inquiries professionally and drafted official school notifications.
• Oriented new administrative personnel on office systems and procedural standards.

Assistant Curriculum Development at Punjab Education, Curriculum, Training & Assessment Authority (PECTAA) (2017-02 – 2024-07)

• Supported the strategic evaluation and structural revision of course frameworks.
• Arranged alignment panels with education experts and content subject specialists.
• Assisted with statistical feedback analysis from pilot school curriculum tests.
• Drafted clear instructional guides, review summaries, and project presentations.
• Ensured all developed course content fully met national educational benchmarks.

Administrative Assistant at Meem School (Project of Molana Tariq Jameel) (2017-01 – 2018-02)

• Managed processing for new student applications and stored secure database records.
• Served as a core organizational contact point for instructional staff and student families.
• Administered initial screening paperwork and coordinated student orientation days.
• Maintained central front-desk filing systems, mail logs, and basic office supplies.
• Managed the principal's daily availability calendar and incoming call requests.

MPhil in Educational Leadership & Policy Studies – University of Education, Lahore (2021 – 2023)

M.A. in Education (Leadership & Management) – University of Education, Lahore (2015 – 2017)

Bachelor of Arts in B.A. – University of the Punjab, Lahore (2013 – 2015)