Experience

Summit Bank Limited

• Pakistan
• Banking
• 700 & Above Employee

• Service Quality Manager

  • Dec 2017 - Present

  MAY 2017 – PRESENT MANAGER – CUSTOMER EXPERIENCE SUMMIT BANK LIMITED • To take the lead in achieving Service Quality benchmarks across the country. Benchmarks of providing standardized customer services, Customer Loyalty/Call Audits/ Mystery Shopping and TATs. • To prepare a comprehensive Service Quality daily, monthly quarterly and annual reports and ensure implementation and roll out to all divisions. • To develop and conduct regular Branch Quality Assurance Checks / Branch Visits and prepare a report highlighting the issues observed during visits - Branch Health Report based on Service Quality Standards. Consolidated report. • To coordinate with multiple stake holders / divisions responsible for rectifications of the issues identified. To liaise with respective business units / divisions on action plans for clear implementation of gap analysis and rectifications. • CONDUCT REGULAR SERVICE REFRESHER TRAININGS (CUSTOMER SERVICE, MYSTERY SHOPPING, SQ BENCHMARKS ETC.) TO ENSURE CONSISTENCY AND ACCURACY OF INFORMATION DISSEMINATION TO CUSTOMERS AND TO BRING EMPLOYEES UP THE CURVE IN EVERY ASPECT OF PROVIDING SUPERIOR SERVICES. Show less



Monet DT Pvt. Ltd.

• Pakistan
• IT Services and IT Consulting
• 1 - 100 Employee

• Manager MPOS Operations

  • Feb 2017 - Nov 2017

  FEB 2017 – NOV 2017 MANAGER – MPOS Operations MONET PVT LIMITED • Responsible for ensuring that the strategy and commercial aims of the company are totally aligned with its goals & Operational requirements. • Preparing quotations, legal agreements & proposals for tenders & Solution. • Coming up with bespoke solution to meet the needs of customers. • Identifying Sales opportunities. • Arranging and then giving demonstrations. • Managing sales pipeline and closing business. • REVIEWING CLIENTS FEEDBACK AND THEN SUGGESTING WAYS TO IMPROVE PROCESSES AND SERVICE LEVELS. KEY ACCOUNTS AND PROJECTS • Habib Bank Limited - Mobile Point of Sale • Managing merchants on behalf of HBL as Solution Vendor POC • Finding new Sales Opportunities for Bank to capitalize their MPOS initiative. • Merchant support in driving their cashless processes more efficiently. • National Bank of Pakistan - Mobile Banking Application • Bank Alfalah - Alfa integration with Fundamo • Bank Alfalah - Orbit, BAFL Loyalty Product • Bank Alfalah - Branchless Banking Services with SCO • TCS - Customized MPOS Acquiring Solution Partner with HBL • EFU - MPOS Customization Backed by BAFL • FESF - PAYMENT GATEWAY SERVICES BACKED BY HBL. BUSINESS DEVELOPMENT SKILLS Habib Bank Limited - Mobile Point of Sale • Identify and capitalizing on opportunities. • Understanding customer requirements. • Networking in a professional manner. • Developing key relationships. • Identifying important decision makers. • An articulate and experienced negotiator. • Developing successful and innovative delivery methodologies. • Demonstrating products and services in person. • Maximizing revenue at every opportunity. • Experience selling new services. • Able to open doors and initiate relationships Show less



Telenor

• Norway
• Telecommunications
• 700 & Above Employee

• Customer Service and Sales Executive

  • Jan 2008 - Jan 2017

  Customer Services and Sales Executive TELENOR PAKISTAN • Achieving the S&CS monthly revenue targets//KPI's on daily bases as set by the Department • Coordination with support teams for timely customer issue resolution. • Strong Follow ups with management Strong Controls on Inventory and cash management. • Create awareness among the customers and promote VAS (Value Added Services) IVR / • Self-service tools' usage to provide low cost automated services. • Assist managers in handling Centre operations (day /month end) which includes floor. • Management and reconciliation responsibilities. • A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct. ACHIEVEMENTS • PTA MAY 2008 (Appreciation by Management) • Star performer of the year 2009 to 2012. • MNP Competition 2008 to 2009 Winner Nation Wide. • USB Prepaid Dongles Highest Selling Nationwide 2009 to 2010. • Success Story 2010. • SIM Smile Competition TOPER in south 2013 • Award of the must win battle (internet for all) contribution through highest handset devices sales 2014 • Award of the must win battle (internet for all) contribution through highest handset devices sales 2015 • SSC NPS KPI Award 2015 & 2016. • Award of the must win battle (internet for all) contribution through highest handset devices sales 2016 Show less