Nuzhat Asad Bajwa

Results-driven professional with 22+ years of experience in Hospitality, Customer Service, Call Centre Operations, and Human Resource Management. Proven ability to lead large-scale operations, develop high-performing teams, and implement strategic initiatives that improve customer satisfaction, operational efficiency, and service quality. Expert in Call Centre management, Recruitment, Staff Training, Performance Management, and Computerized Operational Systems, with a strong track record in establishing and managing large customer service operations.

Recognized for strong leadership, strategic planning, and delivering consistent operational excellence.

T & D / Employee Relations Manager - HR - Islamabad Club - Islamabad

(2019-01)

• Managed training, development, and customer service operations.
• Conducted recruitment, interviews, and on boarding of new employees.
• Act as a point of contact for employee concerns, grievances, and workplace conflicts as a key member of club's grievances committee.
• Collaborate with HR teams on policy updates and organizational changes.
• Planned and executed customer service training programs.
• Prepared action plans and implemented productivity and quality improvement initiatives.
• Analysed customer service trends and recommended system improvements.
• Manage on boarding and orientation programs for new employees.
• Monitored performance standards and ensured high levels of customer satisfaction.
• Maintain training records, learning management systems (LMS), and training budgets.
• Monitor and evaluate training effectiveness using feedback, assessments, and performance metrics.
• Coordinate internal and external trainers, facilitators, and learning vendors

Training & Development Manager - HR - Ramada Hotel - Islamabad

(2017-12 - 2018-09)

• Planned and delivered training and development programs for staff using classroom sessions, workshops, and on-the-job training.
• Conducted employee orientation and on boarding sessions.
• Analysed training needs and developed new programs to improve staff performance.

Project Manager - COTHM- Islamabad (College of Tourism & Hospitality Management) - Islamabad

(2015-02 - 2017-11)

• Participated in recruitment, interviewing, and employee relations activities.
• Assisted management in developing organizational capability frameworks and workforce planning strategies.
• Prepared training materials and facilitated internal training sessions.
• Managed operational and administrative aspects of academic projects including Government like Tveta.
• Oversaw planning, implementation, and monitoring of short-term Projects.
• Delivered lectures on Customer Service, Front Office Operations, and Communication Skills.

Training & Development & Customer Services Manager - Solution.qed (Consultancy Firm)

(2012-09 - 2015-01)

• Managed training, development, and customer service operations.
• Conducted recruitment, interviews, and on boarding of new employees.
• Planned and executed customer service training programs.
• Monitored performance standards and ensured high levels of customer satisfaction.
• Prepared action plans and implemented productivity and quality improvement initiatives.
• Analysed customer service trends and recommended system improvements.

Acting Manager Customer Services (Call Centre) - Ufone – (PTML)

(2000-12 - 2012-04)

Managed inbound and outbound call centre operations with approximately 200 staff members.

• Played a key role in establishing call centres in Lahore (475) and Islamabad (789).
• Recruit, train, and supervise call centre agents and team leaders.
• Led special projects including Vfone and Employee Helpline.
• Conduct performance evaluations and provide coaching.
• Ensured service excellence through effective performance management and operational monitoring.
• Managed outbound campaigns and ensured targets were achieved through optimal resource utilization.
• Monitor calls to ensure quality and compliance standards.
• Handled escalated customer complaints and ensured proactive resolution.
• Work with other departments to resolve recurring issues.
• Conducted regular team meetings, training, and counselling sessions.
• Managed queue planning, real-time monitoring, and resource planning.
• Prepared weekly and monthly operational reports.
• Supervised team leaders and evaluated team performance.
• Implemented strategies to control attrition rates and improve employee engagement.
• Ensured internal and external customer satisfaction through effective leadership and communication.

Reception Manager - Pearl Continental Hotel - Rawalpindi

(1998-08 - 2000-10)

• Managed front office operations and supervised reception staff.
• Ensure smooth and efficient guest check-in and check-out procedures.
• Ensure compliance with hotel policies and procedures.
• Handled guest relations and resolved complaints effectively & professionally.
• Maintained front office records and ensured smooth guest services.
• Coordinated with hotel departments to ensure excellent guest experience.

Master's Degree - Social Sciences