Experience

UBL

• Banking
• 700 & Above Employee

• Business analyst

  • Apr 2010 - Present

   April 2010 to till date Working in M/s United Bank Limited as a Business analyst in DBA dept (Dash board attachment)  Responsibilities: 1. To check quality resolution and attachments of resolved case by branch banking staff reported from application Dash board which is use to monitor faults , mishandling and mismanagement of branch banking 2. To maintain proper MIS of evaluations of cases of branch banking 3. Daily reporting of cases to relevant staff through emailing and phone. Working as a Business analyst in SCMU dept (service channel & monitoring unit) later on basis of good analytical skills transferred to DBA dept o Responsibilities: 1. To Check quality and resolution of TP & PR (transaction processing and problem resolution unit) by evaluating complaint cases 2. To monitor accuracy, courtesy and product knowledge of phone banking staff of Contact center by evaluating calls and cases. 3. To monitor accuracy, courtesy and product knowledge of Out bound Sales oriented calls. 4. To evaluate cases and calls of NICU (non interactive and call back unit ) staff 5. To monitor courtesy , accuracy and product knowledge of UBL Omni (branchless banking) 6. To maintain proper MIS of evaluations and monitoring. Working as a Customer Services Executive (Phone Banker), later on transferred to SCMU dept as a Business analyst o Responsibilities: 1. Specially assigned to handle complaint related calls as a skilled phone banking officer 2. Dealing with customer’s queries on Bank Accounts, Credit Cards, Auto Finance, Mortgages and Running finances. 3. Coordinating and interacting with other segments of the Bank to resolve complaints to determine Root Cause Analysis. 4. Conducting In-house training sessions and refreshers for product changes and promotions. 5. Setting performance objectives, which are in-line with Organization’s objectives. 6. Monitoring all credit card activation, De-activation & VBV services activation. Show less



Optimistic communication

• karachi

• Customer sales representative

  • 2009 - 2010

  I joined M/s Optimistic communication as “Customer sales representative ” by my excellent performance during probationary period, company’s management promoted me as Team leader and trainer o Responsibilities: 1. To make outbound sales oriented call to customers outside Pakistan 2. To sale time share. 3. To maintain record of sales target 4. To handle and train new staff I joined M/s Optimistic communication as “Customer sales representative ” by my excellent performance during probationary period, company’s management promoted me as Team leader and trainer o Responsibilities: 1. To make outbound sales oriented call to customers outside Pakistan 2. To sale time share. 3. To maintain record of sales target 4. To handle and train new staff