Message

Adhham Farook

I'm an intrinsically motivated person harnessed and groomed through rigorous years of experience and quality education. I have worked and exceled in a challenging and dynamic work environment with distinctive diversity, giving my best effort to reach organizational goals by improving and learning new technologies at my best while developing both personally and professionally in the industry. I have profound experience in Talent Acquisition, Customer Service Contact Center Operation and Learning and Development in the managerial level. I have built effective teams and identified potential leaders. I have always pushed forward my limitations and discovered new vistas.

Key Skills

Recruiting and onboarding
Cross-Cultural Leadership
Training, Coaching & Mentoring
Time management
Strategic Human Resource Management
Customer Experience Management
Curriculum Development
OBT

Professional Experience

Jun 2021
Associate Manager Human Resources
Bling Constructions Vancouver, CA
  • Overall advise on Hiring, L&D, Safety 
  • Sourcing candidates for the organization 
  • Onsite orientation for new employees 
  • Suggest pay structure based on candidates experience & skills 
Jun 2021
Present
Customer service/ HR executive
West Coast Car Rental Inc Vancouver, CA
  • Responsible for overall positive customer experience 
  • Providing supervision and managing staff including scheduling, timecards, and staff review.
  • Assisting operations manager on source the right candidate.

May 2016
May 2021
Senior Manager – Talent Acquisition / L&D
StarTek Ink Colombo, LK
StarTek was founded 30 years ago in the US. Operations in 46 locations across 13 countries with more than 40,000 employees.
L&D
  •  Managed a team of more than 25 trainers attached to the Training wing of the organization  
  • Ensuring clarity around priorities and goals for the entire functional area 
  • Working across functions with peers in other groups to ensure collaboration for shared goals 
  • Communicating financial and goal results and key performance indicators to direct reports
  • Acting as the go-to within the business for anyone with questions or queries regarding training and development plans 
  • Embracing different styles of training techniques, including e-learning, tutorial sessions, & coaching 

 Talent sourcing & Acquisition 
  •  Managed a team of 09 recruiters 
  •  Represent recruitment function internally, including to senior-level staff, and externally 
  • Recommending new policies, approaches, and procedures relating to recruitment & selection 
  •  Provide leadership for improving systems, processes, and tools for enhanced sourcing  
  • Assists in the identification of recruiting issues and implementing solutions.
  •  Responsible for time-bound recruitment and cost feasibility analysis on reducing recruitment costs. 
  •  Develop and track effective recruitment metrics; 
  •  Support and implement corporate Diversity and Inclusion initiatives 


Contact Center Operations
 
  • Managed a team of over 209 contact center executives,11 Team Leaders & 03 Assistant Managers into Telecommunication, banking & FMCG related contact center Operations
  • Identifying and instilling best practices, processes, and systems and driving a continuous improvement environment.
  • Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.
  • Effective capacity planning to ensure staffing 
  • Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.





Aug 2015
May 2016
Manager – HR /Learning & Development
Samsung India Electronics (Pvt) Ltd Delhi, IN
Samsung Electronics Co., Ltd. is a South Korean multinational electronics company. sales networks in 74 countries and employs around 290,000 people.
  •   Oversees the implementation of Human Resources programs through Human Resources staff. Identifies opportunities for improvement and resolves problems.
  • Utilizes the HRIS system to eliminate administrative tasks, empower employees, and meet the other needs of the organization.
  •  Leads the implementation of the performance management system that includes performance development plans (PDPs) and employee development programs.
  •  Establishes an in-house employee training system that addresses company training needs including training needs assessment, new employee onboarding or orientation & management development. 
  •   Establishes and leads the standard recruiting and hiring practices and procedures necessary to recruit and hire a superior workforce. 
  • Formulates and recommends Human Resources policies and objectives for the company on any topic associated with employee relations and employee rights. 

Sep 2012
Sep 2015
Training / Prepaid Program Manager
Bharthi Airtel Colombo, LK
Bharti Airtel Limited is an Indian multinational Telco services company based in India. It operates in 18 countries across South Asia and Africa.
Operations 
  • Overall Contact center operation management from a client perspective 

L&D
  • Workforce gap analysis
  • Partner training team management 
  • DIF Training Identification 
  • Motivational & soft skill training conduction for contact Center & front line staff
  •  Preparation of initial training plans(ITP) &  Performance Improvement Plans(PIP)


Jan 2006
May 2012
Group Senior Training Specialist
Lanka Bell Ltd Colombo, LK
Lanka Bell is the largest fixed 4G wireless operator & the 3rd largest fixed phone operator with an island wide digital wireless network in Sri Lanka.
  • Coordinate with Divisional Managers and senior supervisors and discuss training schedules and programs. 
  • Attend team leader and supervisor meetings to discuss issues related to training and areas of personal development.
  •  Editor of Lanka Bell e-News Letter.
  • TNI to training efficacy management responsibility 


Jan 2003
Jan 2005
Customer service executive,
Emirates Telecommunication Group Abu Dhabi, AE
Etisalat, is a Emirati-based multinational telecommunications services provider, currently operating in 16 countries
  • Managing large amounts of inbound and outbound calls in a timely manner
  • Following call center “scripts” when handling a different  topic
Jan 2001
Jan 2003
Contact Center Agent
Hutchison Whampoa Limited Colombo, LK

  • Managing large amounts of inbound and outbound calls in a timely manner
  • Following call center “scripts” when handling a different  topic
 

Education

May 2014
Nov 2015
MBA (WES-4327520IMM) in Oxford College of Business
Australian Institute of Business
Feb 2014
Oct 2014
Graduate Diploma in Management (WES-4327520IMM) in Oxford College of Business
Australian Institute of Business
Sep 2011
Sep 2012
National Diploma in T&D(WES-4327520IMM) in Charted institute of Personnel Management
CIPM

Certifications

2015
Masters of Business Administration
Australian Institute of Business
2014
Graduate Diploma in Management
Australian Institute of Business
2013
National Diploma of Training and Development
Institute of Personnel Management

Achievements

2019
Reduced Cost Per Hire

 Actively enhanced the profitability of the organization by acquiring the relevant employees through zero cost by saving more than 1.5 Million from hiring cost 
2020
Managerial Level - Employee of the year
This was awarded for my overall contribution to the organization for L&D , HR operations & Contact center operations 
2019
Automation of Aptitude test for Managerial Hiring
 A management test is designed to test the intelligence of promising candidates looking to advance. In order to delegate managers more responsibilities, employers want to know that the individuals who occupy those positions are competent, creative, and intelligent enough to handle their new tasks. 
2015
Introduced Zonal training methodology
The concept was new for the organization and the successful implementation produced exceeded anticipated results.
2016
Paperless learning environment
 
Introduced an intranet portal where new hire can interact with the trainers on their daily class room learning schedule. This initiative helped the trainer to identify the learners who need extra attention 7 helped to cut down on 60,000 on printing costs per week. 

Quote

To become someone, somewhere and someday but not somehow!

Adhham Farook

Hobbies & Interests

  • Adventure Sports
  • Hiking
  • Watching movies

Languages

English
(Fluent)
Tamil
(Native)
Sinhalese
(Native)

Career Aspiration

Within the span of three years I aspire myself to have climbed the next strata of organizational hierarchy. I will have a strong inter-personal relationship with the organizational structure and aspire to achieve a milestone performance achievements.

Get in touch with Adhham