To work & grow in the field of Business Management, Customer Service & Hospitality and looking forward to accept challenges in these areas of specialization to fully utilize my expertise and simultaneously nurture my career.
Customer Service (Retail), BARCLAYS BANK PLC. Dubai
(May 2008- till date)
Call Centre Officer Responsibilities (May 2008-Dec 2008)
Handling customer queries related to a/c, credit cards, business cards, personal loans, business loans, salary transfer loans, mortgages and general inquiries
Resolving queries and complaints arising from the customer with First Time Resolution (FTR).
Cross-selling products of the bank like Balance Transfers, Card Protections & Insurance etc.
Taking of customer leads and forwarding them to the Team Leaders for customer contact
Escalating unsolved complaints to the next level for proper actions to be taken.
Retaining of Clients who need to cancel their Accounts/Cards.
Call Centre Maintenance Responsibilities (Jan 2009-Aug 2009)
Receiving and consolidating various kinds of service requests received from customers via call centre executives and sending it to specified channels accordingly.
Replying to customer’s feedbacks & queries through emails and solving there issues by taking necessary steps.
Assisting the customer through mailbox support to help them login into there internet banking and trouble shoot the issues faced by them.
Resolving different type’s customer’s concern by taking appropriate action and assigning the same to various channels until it is resolved completely through net banking.
Call Centre Assistant Team Leader (Sep 2009- till date)
Call Centre acting Team Leader in absence of the Team Leaders.
Conducting training along with team leader to the officers on Systems, service standards, processes and product offered as well as determining training needs for Call Centre Officers.
Discussing Performance development plans with team leader and ratings for direct reports.
Being as an escalation point where complaints can’t be adequately be addressed by the officers and drafting formal communication to customers when necessary.
Interacting with the team leaders to help identify potential candidates to ensure career growth for all
Conducting quality checks by monitoring the agent’s calls to ensure that the best of service is offered to customers and highlighting subjects of improvements to agents
Conducting occasional telephonic surveys with customers to assess their satisfaction with the service they have received from the contact centre
Compiling monthly report of entire team on contact centre key performance measures for review by the Service Quality.
Analyzing Agents Productivity reports on a quarterly basis and sharing the same with the team leaders.
Assisting Team Leader in day to day activities of the team.
Preparing daily MIS , of Cases handled by the entire unit
Front Customer Service officer in the main office of SPAN Group, Dubai.
Attending to all enquiries made by clients and providing them complete updates of the company’s service
Contributed continuously in reducing customer attritions.
Executive Research Assistant, DIMENSIONS Research. Dubai
(July 2007- Oct 2007)
Maintaining an up-to-date database of current clients for research purposes.
Conducting research by calling up the clients from the given database.
Scheduling appointments for interviews of clients to be met in person for the research.
Scheduling appointments for interviewing new recruits for the company.
Contributed positively in making the new manual for the company
Front office: MS-Word, MS Excel & MS PowerPoint.
Hardware: Complete Hardware knowledge, PC assembly, PC Trouble Shooting.
Networking: Knowledge of networking.
Operating Windows XP, Windows 2000 Professional, Windows Server 2000 + 2003
Bachelors of Business Administration “BBA” 2008
Preston University Ajman, U.A.E
Intermediate in Pre-Engineering (HSSC-II) 2003
Pakistan Islamia Higher Secondary School Sharjah, U.A.E
Date of Birth : 1st January 1986
Nationality : Pakistani
Driving License : Valid UAE Driving License
Marital Status : Single
Height : 6”0 (184 cm)
Visa Status : Employment (Transferable)
English, Urdu and elementary knowledge of Arabic.
Independent and self- motivated professional with excellent writing and research skills
Able to develop positive relationships with clients and colleagues at all organizational levels.
A team player with strong communication, presentation and interpersonal skills.
Highly motivated goal-oriented professional
Decision maker, skilled in implementing new ideas.
Organized and detail oriented, knack for understanding procedures and logistics.
References available on request