Experience

BnW Collections

• Pakistan
• Retail
• 1 - 100 Employee

• Customer Service Manager

  • Dec 2017 - Present

  • Leading two teams, contact center and customer services, with direct reporting of 5 officers. • Ensuring daily sales from all the channels (Contact Center, Facebook, and WhatsApp) are received at dispatched department end for onward delivery. • Ensuring all the received orders are dispatched to customers on time and in case of any delay customer is informed timely. • Ensuring all the products related complaints are timely closed within the TAT. • Coordinating with business vendors for the issues related to their products, ensuring smooth running of the operations. • Identifying the areas of improvement for business and implementing them. • Escalating issue on time of damaged products to vendors in order get the early resolution for customers. • Ensuring that after sales service are timely provided to customers as per the requirements. • Providing feedback of customers to the product vendors of their product and making sure all customer requirements are addressed properly. Show less



Bank Alfalah Limited

• Pakistan
• Banking
• 700 & Above Employee

• Assistant Manager

  • Apr 2016 - Dec 2017

  • Leading team of Contact Center Officers according to the defined Key Performance Indicators, with direct reporting of 14 contact center officer, ensuring daily Service Level (SL) targets are met, with indirect reporting of 80 plus officers. • Ensuring daily cross selling targets of financial and ADC products are achieved. • Coordinating with business for the issues related to customers ensure smooth running of the operations. • Identifying the areas of improvement for team and implementing them. • Addressing the concerns related to supervisors and contact center officer through effective and regular team meetings. • Escalating issue on time to get the early resolution for customers. • Coordinate with other units of the bank to resolve the issues at the earliest and seeking their assistance to determine root cause analysis. • Getting the invalid/incomplete complaints re logged on time. • Getting the mistakes closed which are identified by Quality Assurance. • Preparing an analysis on invalid complaints and mistakes highlighting the weak areas of PBO’s. • Providing training sessions to PBO’s on every Saturday regarding invalid complaints, mistakes, call handling skills, process and first call resolutions (FCR). • Conducting UAT’s on different software before lunch and providing detailed report on flaws and changes. Show less



Soneri Bank Limited

• Manger Phone Banking

  • Jan 2015 - Apr 2016

  Reporting to Head of Service Quality as Manager Phone Banking, Hiring and Training. • Manage the Call Centre while meeting Internal Bench marks. Call centre serves as the most important customer touch-point for alternate delivery Channels • Plan and execute IVR strategy to encourage high usage of self service banking. • Planing DR site (Disaster Recovery) and BCP (Business Continuity Planning) for all products and services • Managing Inbound, Control, Hiring and Training. • Managing stakeholders, providing project plans, executive presentations, and escalation & management responsibility matrices. • Ensure Call Centre Operations are run within regulatory/internal control framework Show less



HBL - Habib Bank Limited

• karachi

• Team Leader HBL Phone Banking

  • Feb 2014 - Dec 2014

  •Serving as a Team Leader Phone Banking with an special assignment of complaints Coordinator and TVU Error Coordinator under the boundary line of Phone Banking , and performing duties such as: • Leading team of Phone Banking Officers according to the defined Key Performance Indicators, with direct reporting of 8 phone banking officers; ensuring daily Service Level (SL) targets are met, with indirect reporting of 150 plus officers. • Coordinating with business for the issues related to priority customers ensure smooth running of the operations. • Identifying the areas of improvement for team and implementing them. • Addressing the concerns related to Team Leaders and PBOs through effective and regular team meetings. • Escalating issue on time to get the early resolution for customers. • Coordinate with other units of the bank to resolve the issues at the earliest and seeking their assistance to determine root cause analysis. • Getting the invalid complaints re logged on time. • Getting the Error’s closed which are identified by Transaction Verification Unit. • Preparing an analysis on invalid complaints and Errors highlighting the weak areas of PBO’s. • Providing training sessions to PBO’s on every Saturday regarding Invalid Complaints , Errors, call handling skills, process and first call resolutions (FCR). • Conducting UAT’s on different software before lunch and providing detailed report on flaws and changes. Show less



HBL - Habib Bank Limited-

• karachi

• Team Leader-Complaint Resolution Unit-Service Quality

  • May 2013 - Feb 2014

  Plans, directs and controls the operations of teams to ensure effective and efficient customer problem/query resolution and thereby achieve customer satisfaction. • Team Leader CRU received complaints through various channels and ensures quick resolution within TAT. • Provides and manage superior customer service for all the customers of the bank by ensuring effective and efficient resolution of customer complaints and queries. • Ensures smooth functioning of the complaint monitoring system and recommends enhancements of the same for effective complaint resolution. • Supervises, guides, and motivates each team members and ensures customer complaints are handled while keeping the quality parameters in mind. • Formulates the business plan for the Customer services centre including costing and budgeting activities. • Conducts capacity planning to ensure availability of resources and manage complaint volume. • Ensures availability of equipment and upkeep of system at all times. • Develops reporting systems, ensure timely rotation of the complaint MIS, carries out cause analysis and presents suggestions and recommendations. • To assist Manager CRU in day to day management of the unit and ensure superior services for all customers of the bank • Ensure smooth running of CRU applications • Provide and manage daily, weekly and monthly departmental MIS • Provide initiatives and process improvement for increase productivity and control • User Administration for CRU applications • Conducting UAT’s on different software before lunch and providing detailed report on flaws and changes. Show less



HBL - Habib Bank Limited

• karachi

• Complain Resolution Specialist-Service Quality

  • May 2012 - May 2013

  • Provide Complaint resolution related to Consumer/Retail/ Phone/Internet Banking within prescribed TAT and ensuring quality feedback. • Integration of quality standards into routine operations. • Prepared Complaint Resolution unit Manual outlining objectives of CRU and strategy for complaint resolution unit. • Developed Evaluation process for Complaint Resolution unit. • Specially assigned for group training for the Phone Banking and other units. • Assisting Team in issues occurring oftenly and provide urgent solution and surely customer services. • Educate and involve staff into service quality improvement ventures. • Development and standardization of formal external communication channels. • Identified areas that would need to be improved to support service quality improvement endeavor. • Cases & Complaints from Banking Mohtasib & Consumer Protection Desk (State Bank of Pakistan). Show less