Muhammad Hammad

Detail-oriented operations professional with over 2 years of experience managing IRCC-compliant visa processes and back-office operations at CVAC Lahore (Gerry's Visa / VFS Global). Skilled in ensuring regulatory compliance, leading teams, and delivering excellent applicant support while maintaining accurate documentation and high service standards.

Awarded Adherence

Champ and certified in First Aid, CPR & Fire Safety (OSALP). Proficient in MS Office Suite (Word Advanced, Excel, PowerPoint, Outlook) for reporting and documentation. Seeking to leverage customer operations & service excellence experience in Banking / Corporate sectors.

Assistant Manager - Customer Operations (IRCC Compliant Operations) - Gerry's Visa - Canada Visa Application Centre (CVAC) - Lahore

(2024-02)

• Managed end-to-end visa lifecycle ensuring strict IRCC compliance as per VFS Global SOPs and customer service excellence
• Supervised biometric enrollment operations including fingerprint capture and photograph with 100% accuracy & secure handling
• Handled secure passport submission and collection and thorough document verification per IRCC guidelines
• Provided expert counseling to 50+ applicants daily on Canada visa requirements, balance & documentation
• Resolved customer queries step-by-step in CRM and maintained high satisfaction & SLA adherence
• Directly coordinated centre maintenance - systems, biometric devices, queue management as Assistant Manager ensuring zero downtime
• Prepared day-end reconciliation, production & audit reports using MS Excel & Word and coordinated with IRCC officials
• Certified in First Aid, CPR and Fire Fighting with Drill by OSALP International (HSE Compliant)

Back-end Support Officer / Team Lead - ABACUS Consulting Technology Ltd (Jazz Project) - Inshaheen Complex Lahore

(2022-04 - 2023-06)

• Supervised back-office operations and daily workflow ensuring SLA compliance for Jazz Project
• Resolved complex escalated customer queries and analyzed pending cases backing
• Prepared operational reports and tracked KPIs, Trained new team members using MS Office Suite
• Awarded Certificate of Appreciation as 'Adherence Champ' for Excellent Performance in Project Jazz Jat by HR Manager ABACUS (Character Certificate)

Matric Arts - Arts Group - Lahore Board

FA Arts - Arts Group - Lahore Board (2017 - 2018)

Associate Degree in Arts (ADA) / BA - Associate Degree Program - Arts - Allama Iqbal Open University, Islamabad (2019 - 2024)