Usman Ijaz
Training and Development Professional
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Summary of Career
1. • 2016 - Pioneered and Launched innovative E-learning program – Jazz (Pakistan Mobile Communications Ltd.): For customer-facing teams, achieving a remarkable 90% knowledge retention and 70% return to training rate.
2. • 2018 - Spearheaded the implementation of Sales simulation – Miniso Lifestyle: Resulting in a 75% boost in trainees' customer handling skills and overall performance.
3. • 2019 - Collaborated with a high-performing team – Joy Business Academy: Achieved a 70% increase in adoption of gamified learning among university students, leveraging tycoon games to enhance their entrepreneurial skills and drive tangible results.
4. • 2020 - Successfully scaled the team from 80 to 150 members for diverse software engineering and business roles – Shopistan: Led end-to-end talent acquisition and development efforts, including onboarding and orientation programs to facilitate smooth transitions for new hires.
5. • 2021 - Developed and launched a robust customer success knowledge management system – KeepTruckin – Built from scratch, curating, and optimizing over 1100 pieces of content to create a highly efficient search-driven platform resulting company-wide engagement of up to 80%, driving tangible improvements in customer success outcomes.
6. • 2022 - Designed and implemented a highly immersive, experiential learning curriculum for customer success teams – Motive - Fostering greater engagement and knowledge retention among trainees while significantly improving their system and product knowledge.
7. • 2023 onwards - Pioneered the launch of essential skills-based courses, starting with a communications module that has helped trainees develop critical competencies while simultaneously becoming product experts - Exceptional engagement of 100% and a notable 70% knowledge retention rate, with overwhelmingly positive feedback from participants.
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Experience as Enablement Specialist – Onboarding and Knowledge Management
Motive
25 January 2021
To date
•Leading development and implementation of content for a 2000+ employee organization, spearheading training initiatives and onboarding efforts for new hires to develop their product, feature, and soft skills.
•Designing customized curriculum for sales and customer success teams, driving engagement and knowledge retention rates of over 90%.
•Led weekly team meetings, fostering engaged work culture that resulted in exceptional performance outcomes.
•Achieved a perfect 100% graduation rate for onboarding training, providing trainees with comprehensive skill sets
•Continuously evaluated training programs and made data-driven improvements to ensure effectiveness and alignment with organizational goals.
Experience as Talent Acquisition Specialist – Employee Recruitment and Development
Shopistan
01 October 2019
01 January 2021
•Led successful team scaling efforts, doubling headcount from 80 to 150 team members within a short span of 6 months, while balancing technical and non-technical hiring requirements to meet business objectives.
•Pioneered a complete shift from in-person to virtual interviews during the Covid-19 pandemic, reducing time-to-hire by 47% (from 15 days to 8 days) while ensuring a seamless virtual hiring experience for all candidates.
•Collaborated closely with HR ops team to design and deliver comprehensive orientation and onboarding curriculum, streamlining the process to ensure new hires were effectively onboarded, and operational issues were addressed on the first day, enhancing overall employee experience and retention.
Experience as Human Resources Specialist – Recruitment and Training
Chat Pandas | live Chat
01 January 2020
01 July 2021
•Successfully sourced and hired customer success and sales representatives, driving the team's headcount from 70 to 200 employees while completing full-cycle recruitment activities, including sourcing, interviewing, and onboarding.
•Designed and delivered a comprehensive one-week onboarding and training program for new hires. Achieved an impressive graduation rate of 80% or higher among program participants.
Experience as Senior Human Resources Specialist –Training and Development
Joy Business Academy
01 November 2018
13 September 2019
•Collaborated with a team to achieve a remarkable 85% adoption rate for gamification-based learning at the University of Lahore, leveraging business tycoon games and experiential learning to create an engaging and effective learning experience for students.
Experience as Training Specialist – Operations Department
Miniso Lifestyle
01 July 2018
01 November 2018
•Established and led the first training department at the Pakistan office, empowering the operations team to effectively scale store operations. Trained sales staff and spearheaded the successful launch of five stores across different locations with an impressive 100% trainee graduation rate.
Experience as Specialist Training Facilitation – Customer Care Department
JAZZ Pakistan
01 November 2016
01 July 2018
•Developed the first e-learning modules and training manuals for CRMs during the Mobilink-Warid merger, resulting in an impressive 90% knowledge retention rate among trainees. Played a pivotal role in ensuring a smooth transition for employees during this significant organizational change.
•Traveled extensively throughout Pakistan to train employees at business centers, franchise centers, and call centers on best practices for customer interactions. As a result of these efforts, the Net Promoter Score (NPS) consistently averaged at 8.5, indicating high levels of customer satisfaction and loyalty.
Master 28 February 2008
Majors: Marketing Minors: Human Resources. Extra Curriculars: MBA Representative in the University President’s Club