Customer Services Support Department
Managing Complaint Handling
Managing Customer Service Support
Managing Centralized Communication System Internal & External Coordination

Customer Services Support Department
Head of Call center as Client
Tackling all inbound and outbound operations
Training on all operations of call center
Quality Checks
Call quality assessment
Recruitment
Making compliance and ensuring its implementations
Preparing Quiz
Providing 100% Customer services
Managing Promotional campaigns executing via call center
Customer Success Manager
Taking care of all Central and North Center Managers
Training on customer services skills
Call handling techniques
Ensuring the positive ambiance
Training the staff on software application.
Making sure the record keeping and accuracy of states via google sheet, excel and other reporting materials
Call quality assessment
Manager Complaint Department
Manager Customer service support
Country Coordinator
Every external & internal affair related to marketing, customer services, and compliances.
Conducting Feedback survey
Recruitment

Manager call center as Client at Abacus, conducting trainings, hiring, coordination with nationwide clinics, Complaint handling

Responsibilities Include
 Majorly coordination with Project Office in Islamabad & Karachi
 Coordinating internal & external vendors
 Monitoring of all security projects
 Conduct research work for CEO
 Media Monitoring & Security Review
 Correspondence with Clients, Vendors, answering their queries & to maintain their data base
 To run Marketing campaigns for different Clients to create Profitability to generate business
 Preparing Presentations & designing Marketing strategies
 To conduct Seminars & Trainings

Joined as a Collection Officer & later promoted as Supervisor Front end Collections in central region. Also served as a regional MIS Coordinator.
Responsibilities include:
 Handling a team of Front Enders efficiently and giving them support to meet team targets.
 Maintain and update MIS reports on daily and weekly basis to check and highlight team performance.
 Coordinating with other departments such as CS, SQ, FRMU, CIU, SALES, Recovery, Litigation, IT, Operation etc.
 Handling high net worth (top profile) customers and staff cases, using unique customer services skills.
 Analyzing customer feedback, queries & issues for a suitable resolution.
 Coordination with other cities for resolving problematic accounts.
 Audit Preparation.
 M.I.S Coordination on regional level.
 Managing recreational activities & Events.
 Training existing staff and new hires regarding policy updates.
 Follow-ups to customers for payment of outstanding dues by means of telephone calls, Dunning & E-mailing.

Worked as a Phone Banking Officer in Phone Banking section of Customer Services.
Responsibilities include:
 Providing elite customer services on all inbound received calls pertaining to all banking facilities.
 Assisting customers in activation of Cards, online transfer of funds and launching different customer requests.
 Analyzing and controlling fraudulent activities.
 Training internees and new appointees for CS & PB departments.
 Marketing different products offered by the bank.
 Resolving issues of customers to reach a level of customer satisfaction within the limitations of company policy.

Responsibilities include:
 Contact & convince customers for the payment of dues.
 Maintain MIS and record of all allocated accounts.
 Currance & normalization of critical accounts.
Achievements:
Currance of Rs.4.2 Millions in one day.
Currance of Rs.15Millions in consecutive 3 Days

Responsibilities include:
 Dealing with front end customers for the payment of their Credit Card amount.
 Update of daily tracking MIS of resolved accounts and also maintain record for follow-up on remaining customers