Led a teamof analysts and researchers in the development and execution of performance and root causes.
Utilized data analysis and collaboratedwith cross-functionalteams tomeasure customer satisfaction, and improve department
performance.
Developed and validated the ISMs and Monthly reports.
Initiate and lead different projects to improve performance like reducing complaints, Customer experience, and business growth.
Collaborates in strategic experience design discussions with the internalteamto improve the customer\'s experience and business in the
mediumand long term.
Identify areas of improvementfor various through various surveys, data Analysis, and reports tomaintain close coordinationwith
stakeholders and customers.
Teammanagementthrough counseling and provision of authority to achieve defined targets and regular updates on relevant
performances for development and progress.
Identify newareas formonitoring and coordinate and prepare the documentation formonitoring.
Identify the areas of automation to reduce human effects and duration, and increase accuracy.
Conducted regular performance evaluations identified gaps and provided training to relevant stakeholders.
Automate reports and dashboards in orderto reduce human efforts.

- Conduct statistical analysis based on various reports received from internal departments and find the root cause of Complaint.
- Collaborates in strategic experience design discussions with the internal team to improve the customer\'s experience in medium and long term
- Defines quick-win recommendations that can be immediately implemented for an improved experience and to drive short term business results
- Identify areas of improvement for various Business units through various root cause analysis.
- Act as a change and designs New SOPs for system improvement
- Team management through counselling and provision of authority to achieve defined targets and regular updates on relevant performances for development and progress

 Led a team of analysts and researchers in the development and execution of research projects, including data analysis, database management, and report writing.
 Developed and implemented project plans, timelines, and budgets, ensuring that all projects were completed on time and within budget.
 Coached and mentored team members, providing feedback and guidance to help them develop their skills and achieve their goals.
 Conducted regular performance evaluations and provided ongoing training and development to team members.
 Collaborated with cross-functional teams to ensure that research findings were integrated into business strategies and decisions.
 Presented research findings to both technical and non-technical audiences, including senior executives and external stakeholders.
 Functioned as a hands-on manager in R&D, product development and design, customer relations, technical support, technical writing,
employee training, as well as network

Led a teamof analysts and researchers in the development and execution of performance and root causes.
Utilized data analysis and collaboratedwith cross-functionalteams tomeasure customer satisfaction, and improve department
performance.
Developed and validated the ISMs and Monthly reports.
Initiate and lead different projects to improve performance like reducing complaints, Customer experience, and business growth.
Collaborates in strategic experience design discussions with the internalteamto improve the customer\'s experience and business in the
mediumand long term.
Identify areas of improvementfor various through various surveys, data Analysis, and reports tomaintain close coordinationwith
stakeholders and customers.
Teammanagementthrough counseling and provision of authority to achieve defined targets and regular updates on relevant
performances for development and progress.
Identify newareas formonitoring and coordinate and prepare the documentation formonitoring.
Identify the areas of automation to reduce human effects and duration, and increase accuracy.
Conducted regular performance evaluations identified gaps and provided training to relevant stakeholders.
Automate reports and dashboards in orderto reduce human efforts.

Identify newareas formonitoring and coordinate and prepare the documentation formonitoring.
Utilized data analysis and collaboratedwith cross-functionalteams tomeasure customer satisfaction, and improve department
performance.
Developed and validated the ISMs and Monthly reports.
Initiate and lead different projects to improve performance like reducing complaints, Customer experience, and business growth.
Identify areas of improvementfor various through various surveys, data Analysis, and reports tomaintain close coordinationwith
stakeholders and customers.
Identify the areas of automation to reduce human effects and duration, and increase accuracy.
Conducted regular performance evaluations identified gaps and provided training to relevant stakeholders.
Analysis of different kinds of data to share the business and service impacts
Develop variousBRDs, and introduce various Service Management Programs and Internal Service Measures in various service areas to
ensure and improve quality

- Timely and effective resolution of customer complaints / queries.
- Timely escalation/follow-up
- Transaction postings within stipulated time frame.
- MIS generation for various campaigns
- To interact with the customers through suitable medium of communication as and when directed.
- Cross departmental coordination for urgent resolution of issues.
- Customers to be pacified where resolution goes against them.
- Take new initiatives to increase customer satisfaction / experience
- Decide upon financial reversals to be given based on bank & customer error or good faith basis.
- Approximately 650 complaints handled per month.

Initiative at UBL:

- Design the reward calculator for the manual calculation of credit card reward points.
- Design markup calculator for credit card, cashline, cash plus.
- Create the source of knowledge for process in Microsoft access.
- Initiate the changes on CMU system for the efficiency of complain and reports.

To contact UBL Credit Card customers, offer and convince them for different promotions and ad on services.

During the course of employment I have worked in four different campaigns namely:

- Lite Installment Plan (Retail & 0%)
- E-statement
- Conversion of PSO Credit Card into Auto Credit Card
- SMS alert
- LOC and Supplementary

Initiative at UBL:

- I was assigned to make a presentation for UBL Annual Function where I developed the whole presentation with sound effects and also designed the performance certificate.
- Also took an initiative to train Outbound TSOs for LIP (Retail) and also developed training programs for Contact Center
- Developed LIP Retail Calculator.
- Design training base presentation for different products.