سعدية لاكهاني

Achievements:

• Awarded Retail Rising Star for outstanding performance in Induction training and assessment.
• Recognized and awarded as an Outstanding Performer for both 2012 & 2013.

Job Specifications:

• Handling all the incoming cancellation requests within predefined TAT to further enhance the chances of retaining the customers.
• Keeping oneself updated with the complete knowledge of the portfolio products and services in order to match it with customer’s needs and requirement.
• Ensuring achievement of the monthly Retention target of seventy - two percent and continuously working towards increasing it by mentoring a team of three members.
• Pitching retention offers after listening to the customers requirement as well as after through study of his profile to ensure customer satisfaction as well as customer retention.
• Assisting customers to log complaints and get their other issues resolved to enhance customer experience.
• Maintaining MIS on daily basis, tracking essential details like the customers contacted, reasons for cancellations and the results.
• Identifying modifications to existing processes which could help reduce the risk of customer cancellations as well as make the processes cost effective.
• Providing customer’s feedback to management aiming to improve overall customer experience.

• Learned the clearing and settlement procedure followed at Pakistan’s stock exchanges.
• Learned about risk management tools and techniques.
• Performed activities like un-pledging of securities, making reports and accounting activities like book keeping and reconciliation.