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خلاصہ
Khadija Mohsin
House # A-44 Block – R,
North Nazimabad ,Karachi - Pakistan.
E-mail : khadijamohsin1992@gmail.com
Cell: 0343-2492201
OBJECTIVE:
I aim to utilize what I have learnt from my professional experiences and apply them in a marketing enviroment at a reputable organization, as well as using my strengths in practicality and innovation combined with a high learning potential to be an asset to my firm.
EXPERIENCE:
Yousuf Deewan Companies - Senior Customer Care Executive (January 2018 – present)
KEY RESPONSIBILITIES:
• To ensure that all customer problems and queries get resolved in the minimum possible time frame (To do online resolution, to log the query in the problem resolution system)
• Work as Backup support to team leader to handle team issues, management queries, team training, information exchanges between team and CSO’s
• To be responsible for investigation, resolution and reporting of all customer related complaints within given timescales
NIB BANK LTD (Merged with MCB) – Problem Resolution Officer (March 2017 to Dec 2017)
KEY RESPONSIBILITIES:
• To be responsible for investigation, resolution and reporting of all customer related complaints within given timescales
• To ensure all the Bank policies and procedures relating to customer complaints are followed and documented
• To provide complaint trends and communicate lessons learnt to concerns, so the service levels can be improved
• To ensure complaints acknowledgments and interims to the customers on daily basis and maintain the record
NIB BANK LTD (Merged with MCB) – Voice of Customer Officer (May 2016-March 2017)
KEY RESPONSIBILITIES:
• Manage conducting Competitive Scans from time to time to benchmark NIB viz. a viz competition with a view towards identifying Gaps and Best Practices at NIB Bank
• To manage the Customer Experience Calling for all Business and Channel of NIB Bank with a view towards highlighting key gaps followed by relevant root
تجربہ
Senior Customer Care Executive
VOC officer- service quality
NIB BANK LTD– Voice of Customer Officer – May 2016 till Present
KEY RESPONSIBILITIES:
Manage the conducting Competitive Scans from time to time to benchmark NIB viz. a viz competition with a view towards identifying Gaps and Best Practices at NIB Bank.
To manage the Customer Experience Calling for all Business and Channel of NIB Bank with a view towards highlighting key gaps followed by relevant Root Cause Analysis and process improvements.
Manage the Mystery Shopping Survey to gauge front end staff and Support unit Call Audit, Assistance and Product Knowledge.
Phoner banker officer
HBL- Phone Banking Officer – May 2015 – May 2016
KEY RESPONSIBILITIES:
To ensure that all customer problems and queries get resolved in the minimum possible time frame (To do online resolution, to log the query in the problem resolution system).
Responsible for dealing technical queries related to visa credit cards, debit cards, internet banking and accounts related issues, and branch banking related information to the customers.
Maintaining a strong communication channel via constant coordination with nationwide branches and sub offices.
Work as Backup support to Team leader to handle team issues, Management queries, Team training, Information Exchanges between team and CSO’s.
