Experience

Tcurve

• Pakistan
• Software Development
• 100 - 200 Employee

• Team Lead - Audit & Account Management

  • Apr 2013 - Present

  Lead Projects of Travel Portal, Chat Outsource Service, Online Design & CMS Ensure Compliance of Department Policies & SOPs within Team Finalization & Implementation of Work Processes/SOPs of Projects Managing the QA team of 25 Members worked in different shifts Make sure that on daily basis every QA user review the calls on timely basis Monitor CDR Report to ensure completion of Unreviewed Pending Hours Approval & Disapproved of Inquiries raised by QA Users QA of QA Users QA Monitoring Report Add/Edit Keyword Daily sharing of Verbal QA user Performance Report Daily sharing of Non-Verbal QA user Performance Report Floor Management, Users’ Shift Management & Seating Plan 7 day Training Plan for the New Induction QA user Training & Counseling of New Users & Existing Users Ensure Time Management of QA Team Highlighting & Catering System issues related to QA Reports to software team Show less



EFU Life Assurance Ltd.

• Insurance
• 700 & Above Employee

• Executive Officer

  • Jul 2015 - Oct 2016

  o Resolving Clients Queries related to their policies o Ensuring that Client issues are timely resolved o Responsible for the processing for the Client requests related to Renewal Re-instatement Surrender Alterations Payments Schedule Complaints o Ensuring that accurate information provided to every clients o Resolving Clients Queries related to their policies o Ensuring that Client issues are timely resolved o Responsible for the processing for the Client requests related to Renewal Re-instatement Surrender Alterations Payments Schedule Complaints o Ensuring that accurate information provided to every clients



Standard Chartered Bank

• United Kingdom
• Banking
• 700 & Above Employee

• • Jan 2006 - Apr 2013

  Responsibilities:o Monitor the performance of call center agents.o Motivating and boosting the morale of agents.o Continuous training of agents enabling them excels in performance.o Ensuring daily SL level targets are met.o Feedback to the call center manager on agent’s daily performances as well at the time of appraisals and promotions.o Conducting quality sample check of agent’s courtesy and accuracy monthly.o Ensure punctuality and discipline in the unit.o Developing and re-engineering processes to increase productivity and control.o Ensure adherence of policies and procedures.o Capacity planning and scheduling of manpower.o Update call center management on service related issues and recommend solutions.o Coordinating with other units of the bank to resolve complaints at the earliest and determine Root cause analysis.o Hired, trained and currently managing a team of following individuals.o Supervise daily and monthly MIS of the team.o Supervising of new Online Bankers (Inbound & Outbound)o Supervising constant hiring as per availability of head count.Awards:o Achieved Employee of the moth Award for Feb 2010 o Top Team Leader for the Year 2007o Out serve Customer AwardedProjects & Achievements:• Attended Signature Conversation training at Dhaka, Bangladesh (2-5th June 2012) Show less

• • Mar 2010 - Aug 2010

  Responsibilities as Manager Phone Banking:o Coordinate SLAs to ensure agreed Turn Around Times (TAT) are meto Coordinate & implement performance criteria for CCC (Internal Service Measures)o Developed Online Banker Performance Matrix o Manage daily and monthly MIS of the unit.o Manage training of new online bankers.o Manage resource requirement as per call volume (Scheduling)o Manage CCC IT to ensure smooth operations of CCCo Manage out bound call unit to meet Card Business expectationo Assist FMU and CMU to investigate customer complaints.o Managing Team of: 4 team leaders 46 phone bankers Responsibilities as Manager Customer Experience & Quality Assurance:o To ensure that set standards of courtesy, accuracy and Call handling skills are meto To ensure that accurate information is passed on to customer over the first call, and to process all transactions within TATo To ensure strict compliance with Group, Central Bank rules & regulationso To ensure adherence to Service Level Agreements and Key Control Standardso To perform checks through mystery shopping to ensure correct information is communicated from phone banking to customers.o To ensure that overall service standards are met.o Managing Team of 3 Customer experience & quality assurance officers.Awards: Achieved 1st position for Q2 & Q3 during 2010 among 10 countries for Phone BankingProjects & Achievements:• Successfully managed Audit for 2009 and 2010 Show less



Union Bank Ltd

• Karachi, Pakistan.

• Online Banker (Customer Contact Center)

  • Oct 2004 - Oct 2006

  o Responsible for giving first level information to customers such as account balance, American Express card balance, currency rates, location of branches etc o Maintenance in Customers’ accounts o Responsible for receiving of instructions for new chequebooks, account statements, balance certificates and other banking instruments. o Satisfying customers by providing solutions to their banking problems. o Marketing of various UB’s banking products from Customer Contact Center end o Resolving issues relating to merchants. This also involved prioritizing certain high net worth customers o Also remained as a system training coordinator for the department Awards: o Online Banker of the month 8 times Show less