Tufail Tahir Khaki Khaki

Deliver support to customers in several activities, including credit card payments, cash transactions, credit card adjustments, and full balance conversions. Contribute to achieving competitive advantage by researching and analysing other banks’ activities. Propose recommendations to associates on potential improvements and increasing customer satisfaction by evaluating customer feedback and identifying areas of improvement.

• Updated Management Information System (MIS), while strictly adhering to SOPs.
• Attained monthly sales target by managing and prioritizing KPIs.
• Critically evaluated customer needs and suggests the best possible products by building long-term relationships with customers.

Cal Monitoring, coaching, and feedback to PBR’s/CSR’s responsibility for delivery of the Defined customer experience in every call.
Visit branches to check the quality of services delivered to end customer
Evaluate the overall quality of calls for the call center and make necessary recommendations to raise the standards.
Provide daily/weekly MIS of call monitoring, coaching, and feedback.
Work closely with Quality Call Supervisor to maintain the data for PBR’s/CSR’s call evaluations and errors.
Actively participated in enhancing the overall customer experience scores.
Uses quality monitoring data management system to compile and track performance at team and individual levels. Prepares and analyses internal and external quality reports for management staff review
Participates in customer and client listening programs to identify customer needs and expectations
Coordinates and facilitates call calibration sessions for call center staff.

Key Result Areas:

•Assisting the customer regarding credit cards, payments, accounts, Over drafts, loans, Insurance and many other products of the banks
•Cross selling balance transfer and quick cash to the customer
•Achieving the monthly sales target to achieve on your KPI
•Solving then customer query and providing the First-time resolution.
•Understanding the customer query/ complaint and resolving at the particular time or else escalating the complaint to the concerned department.
•Taking follow up with the concerned department and keeping the customer updated about his complaints or request.
•Maintaining the conversation with customer with the documenting it on CRM.
•Cross selling the customer with all the products of the bank.
•Achieving the desired targets for the particular month.
•Ensuring that team targets are met.
•Cross-selling of products like Balance transfer, Credit Cheque, loans, A/c. company accounts and mortgages, Insurances and many more.
•Maintaining the monthly KPI and ensuring are KPI parameters are met.
•Assisting the customers for documentation process

Key Result Areas:

•Handling Overseas Customers base in order to resolve their issue with the internet/broadband.
•Cross selling new products of the company and achieving the target
•Giving them information about company Products.
•Helping customers to understand the company rules and regulations.
•Helping them in troubleshooting in the issues