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خلاصہ
An energetic Service provider who, with over 14 years of experience, can demonstrably improve an organisation's performance through implementing the service standards. A demonstrated ability to lead multi-disciplined teams to strengthen the service standards in HBL. Thriving in an ever-changing environment, extensive experience in Banking and high level presentation skills allow organisations to achieve their strategic objectives in innovative ways.
A confident trainer, who is continuously improving communication skills by conducting regular training session at HBL including Personal Excellence sessions.
A business focussed professional who has a fundamental belief that if organisations are to continue to prosper in an ever increasingly uncertain world, business fundamentals coupled with innovation are the keys.
تجربہ
Trainer
Conducting CX Training at different regions under collaboration with L&D
Manager Service Quality Central
Conducting Branch visitsEnhancing Customer ExperienceConducting Cross Departmental MeetingsImplementation of SQ policiesHaving a portfolio of 6 Regions
Manager Service Quality Central
Managed and optimized service quality across multiple regions for MCB Bank, utilizing data analysis and process improvement strategies to ensure consistent customer satisfaction.
Oversaw the service quality of six diverse regions as Service Quality Manager at MCB Bank, driving a customer-centric culture and continuous improvement mind-set among teams.
Led a service quality team and spearheaded service quality initiatives for MCB Bank across six distinct regions, utilizing stakeholder engagement and cross-functional collaboration to drive impactful change and achieve business objectives
Service Quality Analyst
Analyzing KPIs
Branch Visits
Implementation of SQ policies
Operations Manager
Performed duties as Operations Manager in UBL.
Customer Service & Operations Manager
Pan-Pakistan topper in PAM Q-3 2017.
Managed the account opening process, ensuring accuracy and compliance with all banking regulations and policies.
Supervised the daily operations of the branch, including cash management and other banking services, ensuring operational efficiency and accuracy.
Provided high-quality customer service, handling customer inquiries and resolving issues in a timely and effective manner.
Monitored customer satisfaction levels and implemented process improvements to enhance the overall customer experience.
Collaborated with other departments to ensure the branch met its goals and objectives.
Service Quality Analyst
Joined MCB as SQA... But had to move due to family issues.
Regional Service Quality Officer (Trainer)
Conducted regular visits to branches across the region to assess service quality and identify areas for improvement.
Analyzed customer feedback and complaints to identify trends and patterns, and worked with branch managers to develop action plans to address them.
Provided coaching and training to branch staff on service quality and customer experience best practices, helping to improve customer satisfaction levels.
Developed and delivered corporate training programs focused on soft skills such as communication, leadership, and teamwork, helping employees to enhance their professional development and performance.
Monitored and tracked key performance indicators to measure the impact of service quality and training initiatives, and provided regular reports to senior management.
Cash Officer/Operations Officer (2010-2013)
Managed daily cash operations, including balancing and reconciling cash, ensuring accuracy and compliance with banking regulations and policies.
Processed customer transactions, including deposits, withdrawals, and money transfers, providing high-quality service to customers and ensuring their satisfaction.
Conducted audits of cash operations to identify and address discrepancies and errors, ensuring the integrity and accuracy of banking operations.
Maintained compliance with all banking regulations and internal policies and procedures, ensuring a high level of risk management and control.
Participated in training and development programs to enhance knowledge and skills related to cash operations and banking regulations.
Trainer
It was an extra assignment but really enjoyed it a lot. As a trainer of L&D there was a lot to learn and to deliver.
Conducted dozens of training sessions consisting the audience belonging to all cedars.
Trainings include preparation of slides and notes for audience and also arranging activities as well.
Corporate Grooming and Personal Excellence.. Were the mostly sessions held by me.
Regional Service Quality Officer
It was great experience to serve HBL as Regional Service Quality Officer as I explored new things there.
Main job was to conduct visits of branches and prepare reports and KPIs of employees.
For few months extra responsibility was assigned by adding Gujrat Region in my portfolio as well. 80 branches of Gujrat region and 84 branches of Sialkot.
Cash/Operations Officer, Operations Manager
Started career as Cash Officer in the leading bank of Pakistan and gradually assigned the duty of Operations Manager. Then switched the department.
BSO
NJI now known as JLI is the leading insurance company in Banking sector of Pakistan.
I was among the front line employees of the company where main objective was to sell products only to HBL customers.
Marketing Manager
GFR Enterprise was a racing wear manufacturing company. My job was to perform all kind of correspondence with International customers.
