Phone Banking Adviser
Mashreq Bank
Total years of experience :12 years, 4 Months
• Handling daily queries of the customers over the phone
• Providing accurate information using all banking applications to satisfy customers
• Maintain KPIs to support the center achieve service targets
• Focused to provide First Point Resolution
• Controlling & managing team of executives for smooth operations
• Dealing with senior management, customer and other departments for better services
• Planning and executing operational strategies
• Looking after all the shipments and shipment cycle
• Assisted leading banks in proving quality customer services on calls.
• Expert in Quality Assurance of Call Center and Customer Services
• Managed, Led and established Quality Assurance Standards for customer services
• Ability to design, Present and analyzed the M.I.S reports
• Middle Management bridge for client services and senior management
• Call Evaluation and Call Audit based on percentage methods
• Feedback and Coaching on below average/standard calls
• Training and refresher for new hired and existing employees
• Team Meetings/Huddles to address updates and improvement areas
• Daily, Weekly and Monthly M.I.S Reporting
• Excellent customer services and sales skills on incoming calls and email communication
• Generation of sales lead by identifying customer needs and upsell services.
• Building good relationship by effective and courteous communication
• Proving resolution and correct information by using system and available tools
• Retention of existing customer through outbound feedback calls
2010- 2012 Master's in Business Administration (Finance) Federal Urdu University - Karachi, Pakistan
2008-2010 Bachelors of Commerce (Accounting, Economics, Statistics) Govt. Degree Gulshan College for Boys and Girls Affiliated with University of Karachi - Karachi, Pakistan
2006-2008 Intermediate in Commerce (Accounting, Business Maths) Hashmat College Gulshan-e-Iqbal - Karachi, Pakistan
2004-2006 Matriculation (Biology, Chemistry, Physics) Oxford High School Karachi, Pakistan PROPOSED AREA OF STUDY My area of study is Banking and Finance. It covers areas including stock broking, banking, financial planning, insurance, investment, funds management and financial institutions. This course provides a sound business education and the necessary skills to manage a wide range of banking, financial management activities