Muhammad Umair

Muhamad Umair Senior HR & Customer Service Leader | Strategic HR Business Partner | Talent Acquisition & Development Expert Summary Human Resources professional with over 17 years of comprehensive experience in HR and Customer Services, specializing in recruitment and retention, change management, conflict resolution, training & development, benefits administration, employee relations, employee engagement, financial management audits, employer branding, budgeting, and reporting. Proven ability to collaborate with top management in conducting strategic HR & Customer Services planning to support corporate goals. Self-motivated with a passion for HR, serving as an effective trainer, mentor, and coach. Possesses broad knowledge of human resources across diverse sectors, especially E-Commerce and IT, including local and international markets. Excels at developing and implementing creative and innovative programs for customer retention and satisfaction. Experience Talent Crew - Canada, Virtual Assistant (Shared Services) • • • • • • • • • • • • Managed end-to-end HR administrative operations in remote environments Supported recruitment & talent sourcing, including screening and coordination Handled employee onboarding, offboarding, and documentation Maintained employee records, HRIS, and CRM systems Assisted with policy drafting, SOP creation, and process implementation Coordinated performance tracking, KPI monitoring, and reporting Managed calendars, meetings, emails, and executive admin tasks Supported payroll coordination, invoicing, and basic accounting tasks Liaised with IT, finance, and operations under shared services Provided customer service and stakeholder support across global teams Ensured compliance with internal processes and data confidentiality Multitasked efficiently while handling multiple priorities in fast-paced startups Chai Vision Imports - US, Manager Shared Services & Executive Assistant • • • • • • • • • • • • • • • • Oct 2025 – present Jan 2022 – Sep 2025 Sourced and selected applicants for Supply Chain & Logistics positions within company. Wrote and posted Technical, Non-Technical & E-Commerce job descriptions Onboarded new hires and set up training. Cultivated in-depth understanding of E-Commerce & Supply Chain industry trends and hiring desires. Used Boolean searches to develop applicant portfolios for expected openings. Interviewed candidates using different interview methods and approaches. Closed position within timelines with 85% conversion ratio Coordinated with IT team leaders to forecast hiring needs and department goals. Developed Customer Support Strategies and managed inbound and outbound customer interactions Generated and analyzed reports to monitor employee engagement and attrition trends. Developed & implemented onboarding and orientation programs for new employees & customers. Budget preparation, forecasting, and expense tracking. Handling tax filings and liaising with auditors. Collaborated with managers to identify and address employee relations issues. Managing accounts payable and receivable. Preparing and reviewing financial statements, and reports. Overseeing payroll processing and compliance As a social media manager, creating, managing, and optimizing content across social platforms to build brand presence, engage audiences, and drive business growth. Joblogic Limited - UK, Senior Manager HR & Recruitment June 2017 – Dec 2021 • Led a team of HR professionals in developing and implementing HR strategies aligned with organizational goals and objectives. • Implemented and managed performance appraisal processes, resulting in a 90% increase in employee productivity. • Streamlined HR operations by implementing HRIS systems, resulting in increased efficiency and data accuracy. • Oversaw talent acquisition and recruitment processes, resulting in a 90% reduction in time-to-fill positions and an 85% increase in the quality of hires. • Spearheaded employee development programs, including training and leadership development initiatives programs, resulting in an 85% improvement in employee retention. • Revised and updated HR policies and procedures to ensure compliance with current laws and regulations, resulting in a 100% reduction in legal issues. • Managed employee relations, including conflict resolution and disciplinary actions, while maintaining a positive and inclusive work environment. • Collaborated with department heads to identify staffing needs and develop workforce plans to meet business objectives. Dapper Apps (Pvt) Ltd - Australia, Head HR & OD Nov 2014 – May 2017 • Transformed HR from an administrative role to a strategic business partner, working with top management to drive key business initiatives and implement performance initiatives. • Conducted analysis and developed a complete business plan to update all policies, procedures, services programs, and operations for HR and Administration functions. • Directed and managed all HR and Admin functions. • Conducted extensive recruiting as a sole recruiter to fill over 50 critical technical positions within 3 months for Pakistan and Australia offices. • Coordinated with international clients for hiring projects in the US and UK for technical positions. • Achieved a voluntary turnover rate of 0%. • Managed employee relations, including conflict resolution and disciplinary actions, while maintaining a positive and inclusive work environment. • Collaborated with department heads to identify staffing needs and develop workforce plans to meet business objectives Ovex Tech Pakistan (Pvt) Ltd , Senior Supervisor HCM Mar 2012 – Oct 2014 • Collaborated with senior management to develop and execute HR strategies that supported company growth and objectives. • Fostered effective communication by providing constructive feedback and sharing knowledge across business lines. • Oversaw recruitment efforts, resulting in a 40% reduction in recruitment costs and an 85% reduction in time-to-fill positions. • Developed and conducted training programs to enhance employee skills and improve overall performance. • Led employee relations initiatives, including handling grievances and maintaining a positive work environment. • Implemented performance management processes and provided coaching to managers on performance feedback and goal setting. • Conduct regular audits to ensure HR policies and practices complied with federal and state regulations. • Established and maintained filing systems, retrieved data using HRIS software, and prepared management report TMS Art Marketing - UK, HR Administrator • • • • • • Updated HR database with new employee information, changes in benefits, and other details. Handled on-boarding process for newly hired employees, which included distribution of all paperwork. Administered performance evaluations to provide constructive feedback and identify ideal candidates for promotion. Managed payroll and timekeeping to track hours and accurately pay employees. Streamlined HR efficiencies, coordinated new hire orientations, and provided onboarding and training for new employees. Monitored safety and health practices to protect employees from hazards and promote healthy work habits. Ovex Technologies (Pvt) Ltd - US, Sr. Recruitment & Training Executive • • • • • May 2011 – Feb 2012 Mar 2010 – June 2011 Set and conveyed recruitment goals to downstream staff. Worked with recruiting teams and human resources representatives to accomplish hiring objectives. Built strong relationships with internal and external candidates to ensure excellent hiring experience. Managed recruitment team and trained and mentored new advisors. Designed, developed, and implemented successful recruitment processes to fill more than 500 vacancies each year. • • • • • • • • • • Customized wording of job profiles, social media techniques, and website subscriptions. Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible. Utilized compliance tools, corrective actions, and identification of deficiencies to mitigate audit risks. Enhanced team workflows and employee satisfaction by coordinating communication between managers and employees. Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams. Instructed senior leaders on appropriate employee corrective steps. Recruited top talent to maximize profitability. Distributed employee engagement surveys to identify areas of improvement. Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness. Devised hiring and recruitment policies for a 2500-employee company. LR Pak (Pvt) Ltd - Pakistan, HR Executive Aug 2008 – Feb 2010 • Looking after Employee payroll Management, Compensation & Benefits, Recruitment & Hiring, Employee Relations, Company Employee Communication, Employee Data Management, Employee Information System, Employee Handbook, Employee Appraisals & Performance Management, Trainings and Employee Registration with EOBI & Social Security Departments. • Developed department SOP, Employee Policies & Procedures, Organization Chart and Job Descriptions as per ISO Standards. • Developed policies & procedures in coordination with other business partners • Developed an Effective Payroll and an Attendance system for smart payroll processing. • Ensured effective and error monthly payroll (with other benefits and allowances) • Worked on effective cost cutting projects. • Managed employee fleet benefits specifically monthly fuel allowances, fuel claim reimbursements, vehicle maintenance allowance etc. Telenor Pakistan - Pakistan, HR Operations Executive July 2006 – July 2008 • Looking after Employee Relations, Employee Payroll & Repository, Compensation & Benefits, Employee Data Management, Employee Information System and Employee Insurance. • Provided support to the internal & external auditors to conduct the department’s Audit. • Effective & Timely Monthly Payroll processing of 4000 permanent and contractual employ- ees with zero errors. • Handled employee clearance with calculations for payment of EOBI, Provident fund, gratuity, etc. • Coordinated between all HR Business Partners. • Developed a complete and accurate employee data system with electronic employee files. Also designed a filing room for employee files. • Worked on employee joining pack and employee handbook. • Supported internal and external auditors during HR audits. • Worked on different process improvement projects, playing a lead role in contact with different departments and Group HR in Norway • Structured compensation and benefits according to market conditions and budget demands. • Followed projects closely to assess effectiveness and make proactive changes to meet changing demands. Education MS University Of Wales, HR Projects Cardiff, UK - May 2012 MA SZABIST, HRM Karachi - Dec 2009 BE Iqra University, Electronics Peshawar - Jan 2008 Skills HR Expertise: Recruitment & Manpower Planning, Operations Management, Training & Development, Performance Management, Employer Branding, Compensation/Benefits, Employee Relations, Policy Design & Implementation, Organization Development, HRIS, Succession Planning, Talent Management, Workforce Planning, Employee Engagement, Change Management, Conflict Resolution, HR Audits Customer Service: Customer Relationship Management (CRM), SOPs Development, Sales & Up Selling, Customer Support, Customer Experience Enhancement, Customer Retention, Call Center Operations Financial Management: Accounts & Finance, Budget Preparation, Forecasting, Expense Tracking, Tax Filings, Auditing, Accounts Payable/Receivable, Financial Statements, Payroll Processing, Compliance Technical Skills: MS Word, MS Excel, MS Outlook, MS Project, MS PowerPoint, Flash, Windows Movie Maker, Boolean Search, Social Media Management Sok Skills: Interpersonal Skills, Communication Skills, Multitasking, Commitment, Self-Motivation, Leadership Skills, Management Skills, Motivational Skills, Team Player, Administrative Skills, Negotiation Skills, Analytical Skills, Problem- Solving, Decision-Making Languages Urdu: Native language, C2 English: Proficient Training Training Profile Synopsis: Umair is a Corporate Trainer working under the banner of HSAT later known as Esperer Consultants. He has been associated with many MNCs and educational institutions. His experience and association with people from various domains help him to effectively manage people and their behavior. He is creative and possesses excellent interpersonal management skills. He has conducted training programs on People Management, Leadership, Communication skills & TQM, and has been consistent in nurturing goals towards positive results. He has overall 5 years of experience in the training domain. His core competency includes programs on corporate etiquette, Change Management & Train-the-Trainer workshops. He has managed the entire training functions for the corporate sector including Content development, Mentoring and coaching trainers. He has been actively associated with people from various cultural backgrounds to bridge the areas in communication and comprehend the changing needs of an organization. His strong passion in human research and behavioral study has made him realize the reality to create niche consistently. Recent Involvements: Insignia Shoes - Conducted a workshop on “Customer Experience Enhancement” for retail team nationwide. Trained more than 100 team members under the banner of Esperer Consultants Urban Sole - Conducted a workshop on “Customer Experience Enhancement” for retail team nationwide. Trained more than 300 team members under the banner of Esperer Consultants Ovex Technologies - Trained over 500 across various verticals on Customer Care, Call center techniques, work-life balance, Inter-personal skills, and effective communication skills. Netsol Technologies - Conducted workshops on Time Management for over 70 employees. Ovex Tech Pakistan - Workshops on Team building, Decision making and Time management for Team Leads Stylo Shoes - Conducted workshops on Assertive communication, Negotiation skills, Customer experience and Teamwork. Ovex Tech Pakistan - Trained over 1500+ on Call center Skills, English Communication and Sales Techniques to cope with the international customers Lahore Women College University - Conducted workshops on English Communication and Interview Techniques for more than 300 Students. Intersoft BPO - Conducted Training for over 600+ on Behavioral skills and Communication skills, along with other call center techniques. Rajput International - Conducted workshops on Time management, Goal setting and analytical HITECH University - Conducted workshop on Self Confidence, Teamwork and Interview Techniques for 300+ students Other Organizations - NUST, NBS, IQRA University, Borjan Shoes, Gourmet Foods, FAST-NU and more Areas of Training Expertise: Team Building, Coaching and Mentoring, Goals Setting, Business Ethics, Decision Making, Negotiation Skills, Self Confidence, Customer Service, Interview skills, Train the trainer program, Career Counseling, English Language Skills, Communication skills, Leadership Skills, Time Management, Stress Management, Motivation skills, Change Management, Presentation Skills, Customer Experience, Accounting Techniques, Google Workspace, Microsoft 365, Time Tracking Tools.