Experience as Call Center Executive

• Employer

  Mnet Services Private Limited - MCB Bank

• From

  14 July 2007

• To

  30 September 2009

• Detail

  • Handling customer queries and complaints.
  • Issuance of different financial instruments (Cheque books, Pay orders, Demands Drafts, Credit Cards and Debit Cards)
  • Handling queries and complaints regarding alternate distribution Channels (Online Banking, ATMs Machines).
  • Identifying potential customer opportunity to deepen customer relationships.
  • Working exclusively with existing customers, responsible for customer satisfaction and customer retention as per SOPs.
  

Experience as Call Center Executive / FRONT SERVICE OFFICER

• Employer

  none

• From

  01 December 2009

• To

  10 August 2011

• Detail

  COMPANY:
  FAYSAL BANK LIMITED
  
  • Greeting and welcoming walk-in customers.
  • Assist customers with issues and complaints, with empathy to assure customer satisfaction.
  • Logging Customer Complaints on “Complaint Management System”.
  • Explaining and briefing customers about the account opening, cheque deposit, cheque book, ATM Card, Credit Card and other banking information.
  • Issuance of account maintaining letters proprietorship letter & statements.
  • Managing financial transactions between different branches and cities.
  • Handling customer queries and complaints.
  • Issuance of different financial instruments (Cheque books, Pay orders, Demands Drafts, Credit Cards and Debit Cards)
  • Handling queries and complaints regarding alternate distribution Channels (Online Banking, ATMs Machines).
  • Identifying potential customer opportunity to deepen customer relationships.
  • Working exclusively with existing customers, responsible for customer satisfaction and customer retention as per SOPs
  

Experience as TEAM LEADER

• Employer

  UNITED BANK LIMITED

• From

  11 August 2011

• To

  30 September 2013

• Detail

  • Reporting to Manager Contact Center.
  • Responsible for managing team and ensuring that work is managed in an efficient, effect and timely manner.
  • Training and team motivation to ensure both existing targets and future tasks are efficiently executed.
  • Proactively dealing with all employment related issues in conjunction with the Contact Centre Management and HR Department and in line with Contact Center procedures.
  • Dealing with inbound and outbound calls.
  • Live call monitoring and Call scoring, Periodic call monitoring.
  • Had to attend supervisor calls upon cm request subject to TL discretion.
  • Discuss quality report with agents and highlight common mistakes. Also, maintain a Soft or Hard file for review and comparison purpose.
  • Worked on deferent software’s (Altitude, CMS, CRM, and SAP).
  • Preparing daily contact centre agent reports and sharing the same with the management.
  • All agents doing morning shift must be debriefed by TL at end of the shift prior to leaving for the day.
  • Manage floor during peak hours to ensure agent adherence and assist in on call problem resolutions
  • Ensure Team participation in all activities like morning huddles, training and coaching, complete mandatory compliance and fraud trainings, Lean & rewards celebrations.
  ACHIEVEMENTS:
  Achieved shining star award and Promoted as a Team received A+ Marks for 03 months and RS 40000 incentive per month.
  

Experience as Customer Relationship Officer

• Employer

  none

• From

  14 July 2014

• To

  12 May 2016

• Detail

  COMPANY:
  BYCO PETROLEUM PAKISTAN LIMITED
  • Working on ERP (SAP) and on other software’s (IMS, CSM ,CMS,CTL,CRM ,FE).
  • Working on IMS (invoice management system) for received invoices and payments.
  • Handing all the documentation.
  • Coordination with different departments through emails and verbal.
  • Maintaining different sheets for management on daily, weekly and monthly basis.
  • Responsible for handling / answering phone calls.
  • Responsible for scheduling meetings between different departments and customers.
  • Dealing sales order related activities order taking, deleting and order refresh (for retail, consumer, and export sales) and customer services for petroleum products and services as in Petrol, Diesel, LPG, JP-8, JP-1, Furnace Oil and Lubricants.
  • Receive, check and place customers' purchase orders in SAP & instantly confirm order registration.
  • Keeps client informed proactively about order status and take appropriate actions to maximize punctuality and prevent delays.
  • Organize all activities required to ensure accurate & timely delivery of products and documentation at customer’s place.
  • Keeping customer record.
  • Understand and take ownership of customer constraints to continuously improve service level Follow all fulfillment policies, operating model, standard processes, business rules and guidelines to ensure consistency, quality and compliance.
  • Attend all the training and certification programmers conducted by HR.
  • Dealing / sending all official documentation to customer.
  • Log Retail outlets maintenance related complains and follow ups with engineer.
  

Experience as HR Recruitment Officer

• Employer

  none

• From

  14 April 2016

• To

  20 February 2018

• Detail

  • Leading all admin & HR functions such a job requirements,
  • Placing of advertisement in media and job portals.
  • Sourcing of Resume/ Curriculum vitae.
  • Arranging interviews, making offer letters, recruitment plans, mobilization chart
  • Conducts pre-employment screening process such as: Phone and actual initial interviews, Pre-employment examination and character reference check.
  • Examine and ensure comprehensiveness of employee’s documents related to working in UAE.
  • Checking all records to ensure they conform to the stringent requirements of the data protection act.
  • Pre-screening, short listing and initially contacting the potential
  • Candidates.
  • Processes the following documents of newly-hired employees: Offer letter, Employment contract, Personal Action form, secrecy and fidelity and undertaking.
  • Responsible of maintaining the labour list of the PRO’s are updated.
  • Update and organize the organization charts.
  • Provide support & coordination to all dept.
  • Extensively used Microsoft office (MS-Excel, MS-Word, MS-Power Point) for documentation and data interpretation for reporting status.
  • Coordinate with Recruitment agencies for Manpower.
  • Maintain timely payments to the recruitment agencies
  • Dealing all the issue related to Labour.
  • Prepare invoice and send to agencies.
  • Prepare LPO In ERP.
  • Prepare all the documents Leave application, Passport Release, Employment certificate, salary certificate, Experience letter , Resignation Letter Etc.
  • Transferring labours and maintain labour list as per site.
  • Coordinate with all sites Project Managers.
  • Keep record of Private and Confidential Record.
  • Process clearance of Labours for cancellation.
  

Experience as Relationship Officer / Telesales

• Employer

  none

• From

  06 March 2018

• To

  14 March 2019

• Detail

  • Call to Existing customer and get referral.
  • Call back referral and give all the details of Product and convince the customer to get card.
  • Get initial detail from customer.
  • Arrange pickup then Direct visit to customer to pickup documents (EID, Passport ,Visa & Salary proof).
  • Get all the required detail to process card Application.
  • Follow up with different departments till the card generated
  • Got over achiever award for month of Aug 2018 and Sept 2018.Target assigned was 30 Credit Cards. I completed 31 Credit Cards.
  • 19 CREDIT CARDS disbursed and activated in month of September.