mystery shopping , frequent caller analysis. Effectively managed complaints related to Roshan Digital Account/Roshan Apna Ghar/ Roshan Apni Car , Call center staff , credit card/dispute transactions reversals, HBL mobile app and fraud cases came from SBP, Banking Mohtasib and complaint resolution unit . HBL, Assistant Manager Transaction Verification Unit , Dec 2016 ~ Nov 2018 Validation of payments made through ADC channels by customers and activities perform through phone banking, reports extraction maintain MIS for reporting to higher management and also look after customer complaint complaint portal. HBL, Assistant Manager SMS Complaint , Jul 2016 ~ Dec 2016 Managed