We spoke on the phone about your Training and Development Manager role. You already have my details. What they cannot tell you is how I think about training, and what I will do once I join. That is what this page is for, in my own words.
I have trained the people customers meet first: care agents, sales teams, and staff in large operations. At PostEx, those people are your riders, your hub teams and your support staff. They carry your name to every door in Pakistan. Training people like them, in every city, to one standard, is the work I know best. It is the work I want to do for you.
At PTCL, early in my career, we trained customer care staff on the live system. There was no practice setup. Every click a trainee made was real. One wrong click created a real order, or a real complaint, for a real customer.
I watched careful, good people make costly mistakes for one simple reason: their first try was the real thing.
Since that day, my rule has stayed the same. People should practice where a mistake costs them feedback, not a customer. If you go through my work, you will see this rule everywhere. It is the same rule I would bring to PostEx: your riders and hub teams should make their mistakes in training, where I can catch them, not at a customer's door, where your seller pays for them.
I joined as a Training Specialist. I ran Training Needs Assessments (TNA), then trained new and old staff on products, processes, customer dealing and soft skills. I also gave orientations and coached staff one to one. Later I led learning and process work for customer care. I looked after the knowledge hub where frontline staff found answers during live calls. We had more than 300 procedures. Finding one answer took 12 to 15 minutes. I rebuilt them into short decision cards with fast search. The same answer then took about 3 seconds, and calls to supervisors for help fell by 40 percent.
I made e-learning for a company of more than 2,000 people. I also built the LMS reports and dashboards. For the first time, managers could see on one screen who had finished training, who had not started, and where a team was stuck.
I led learning operations and content for a learning setup with more than 500 users. I built courses in Articulate Storyline 360 and Synthesia, ran the LMS, and checked every course before it went live. I also designed a full competency based program there, with leadership development as one part of it, and facilitated the sessions alongside the Lead Trainer. We worked within an allocated budget for on site activities, and arranged everything the sessions needed through vendors, inside that budget. Nothing went out with my name on it without a quality check.
I am Assistant Manager, Learning Experience Design. I turn TEVTA course material into digital courses for colleges in Australia. I look after course structure, assessments, onboarding flows, and quality, and I work with their teams every week on delivery.
I am CHRMP certified. My studies are a Masters in Literature and a Bachelors in Journalism from the University of the Punjab. That background is why I write training in simple words. If a rider or a hub worker cannot follow it on a busy day, it is not finished.
I read your website before writing this page. PostEx gives e-commerce stores their COD money upfront, delivers across Pakistan, and offers same day delivery. A store stays with you when its parcels reach on time and its money comes back clean.
Both of those sit in the hands of frontline staff. One rider who is rude, careless with cash, or unsure at a customer's door can cost you a seller. Training is where that trust is protected. Here is what I would take charge of:
Rider onboarding that finishes before the first delivery. Bike and parcel checks, safe riding, handling COD cash, speaking to customers with respect, and what to do when something goes wrong on the road.
Hub training that runs the same way in every city. Sorting, scanning, loading, returns and end of day cash closing, taught in the same steps everywhere, so quality does not depend on which hub a parcel passes through.
One knowledge hub for daily answers. When a hub supervisor or a support agent needs an SOP at a busy hour, the answer should come in seconds, in simple words. I have built this before, and I can build it for PostEx.
Training for the teams who speak to your sellers. Support and sales staff who can explain payments, delays and claims clearly, without passing the seller from person to person.
One dashboard for your managers. Who has finished training, who has passed, who is stuck, by city and by team. If training is not working, you will see it in numbers early, not in complaints later.
Leadership development for hub leads and supervisors. Short, practical sessions on coaching, feedback and running a team, built the same competency based way I have done before.
Before this role came up, I built a training game for delivery riders in my own lab. I wanted to test how rider training should feel if we respect the rider's time and reading level.
It speaks in English and Urdu. A rider who reads very little can still finish it, because it works on voice and pictures first. And a rider cannot pass a mission by riding fast if he rides unsafe. Safety comes first, like it should on your roads.
A full rider shift, played as a game. Six parts, plus a final Boss Shift.
It opens in the browser. No install, no signup. Two minutes of play will tell you more about how I build training for riders than this whole page.
More of my builds are in my lab: lab.umairismail.online
I will sit in your hubs, ride your routes with your riders, and listen to your support calls. I will meet your operations and HR teams and run a proper Training Needs Assessment. I will also check what training and material you already have. No courses in month one. First, the truth.
Onboarding paths for riders, hub staff and support teams. Short lessons a frontline worker can finish on a phone. The knowledge hub for daily answers. And a simple playbook so your own trainers and hub leads can run sessions the same way in every city. And the annual training plan for the year ahead.
We run it first with a few Lahore teams. Then we look at the results together: time it takes a new rider to be ready, mistakes in the first weeks, test scores, and what supervisors say. What works, we take to your hubs across Pakistan, with the same steps and the same standard. What does not work, I fix before it travels.
"Umair is an outstanding professional who brings passion, dedication, and commitment to his work. His energy to make things happen was contagious and it helped us achieve great goals. Undoubtedly, Umair was one of the best Trainer, Analyst and Developer we had."
"I highly recommend Umair Ismail as a trainer, system developer and in process implementation. He is a self motivated, honest and goal oriented person. He knows his way around people, he does whatever it takes to help others and gets things done."
This role means trusting one person with your teams in every city. I hope this page showed you I can be that person: ready to stand in front of your riders and hub teams anywhere in Pakistan, in their language, and train them the way PostEx would want its own name carried.
If it looks right to you, I would like to sit with you and talk about your teams in person. I am in Lahore. My phone and email are below, and I will pick up.