M*****d
About Candidate
Currently working as Acting Team Lead at IBEX Global, Major responsibilities include, My responsibility as an Acting
Team Lead is to provide training to my tram regarding the updated policies and procedures. Making sure that as a
team we achieve the assigned daily targets of reviews, AHT and also meet other KPI’S along with providing exceptional customer services to our customers.
✓ Previously worked at MCB Bank Ltd as Branch Services Manager with core responsibilities being the management of all
branch operations in accordance with the laid down procedures and protocols of the bank and regulator.
Responsibilities included the compliance of AML/CFT procedures, achieving Business / Sales targets of credit cards, auto loans and banca assurance on monthly basis as assigned. Achieving minimum target of Satisfactory Audit rating as assigned. Compliance of Internal, External and SBP Audit.
✓ Previously worked with Bank Alfalah Ltd as Operations Officer with core responsibilities being managing term deposits of local and foreign currency including issuance, accruals posting, profit payments and encashment. Deposit and cost analysis along with weekly and monthly reporting. Dealing with entire account opening and closing matters. Making vendor payments on regular basis. Issuance, payment and cancellation of Pay orders, Demand drafts and CDR in
accordance with the laid down procedures of the operations manual.
✓ Working in a fast paced environment, key highlights at MCB Bank Ltd and Bank Alfalah Ltd include;
Salary
Nationality
Looking for Job Title
Iqama
Location
Education
Work & Experience
Key responsibilities and achievement in the role include: ✓ I have a proven track record of maintaining high levels of customer satisfaction through efficient and effective resolution of their inquiries. ✓ Currently managing a team of 21 representatives along with maintaining the top position for best team on the floor in teams of positive percentage. ✓ Previously have worked as a SME (Subject Matter Expert) on the floor which included the responsibility of guiding agents who require assistance in resolving different concerns and also guiding them through on hoe to attain maximum positive reviews. ✓ Have also worked as a member of the E Desk (escalation desk) which included the responsibility of taking calls of customers who seemed to be frustrated. Listening to their concerns and also resolving their concerns in a humble, respectful and timely manner to the utmost satisfaction of the customer while staying aligned with the company policies. ✓ I adapted to various time zones when communicating with customers globally and ensuring that their inquiries are addressed within an acceptable time frame. ✓ My experience has given me an extensive knowledge of the company's products, and it has allowed me to showcase and upsell/cross-sell offerings to customers who inquire. ✓ Developed and implemented strategies to improve customer satisfaction and quality of calls. ✓ I am well-equipped to address various customer inquiries such as billing inquiries, product-related requests, and complaints effectively.
