Enthusiastic professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of operations, policies & procedures , customer service and complaint handling. Motivated to learn, grow and excel in banking industry.
Assistant Manager Quality Assurance / Complaint Handling RDA
Email: [email protected]
Mobile no: 03032924203
DOB: 08 April 1994
Address: 23/26 B.1 Area Liaquatabad Karachi,
HBL, Assistant Manager Quality Assurance / Complaint Handling RDA
Educated employees on specific QA standards and confirmed maintenance of standards. Promoted adherence to quality standards by arranging coaching and counselling of individual/Team sessions Inbound & RDA RM's , real time call monitoring, IVR feedback analysis , 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.
Managed SMS complaint portal team and handled tasks like report extraction, coordinate with customer, logged customer's complaints and take follow up till resolution.
Took Inbound and Outbound priority customer's calls, also look Internet Banking and Mobile Application Queue, operated Branch Operating System MYSIS.
Ongoing(Last Semester)
B.com
Matriculation
Enthusiastic professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of operations, policies & procedures , customer service and complaint handling. Motivated to learn, grow and excel in banking industry.
Assistant Manager Quality Assurance / Complaint Handling RDA
Email: [email protected]
Mobile no: 03032924203
DOB: 08 April 1994
Address: 23/26 B.1 Area Liaquatabad Karachi,
HBL, Assistant Manager Quality Assurance / Complaint Handling RDA
Educated employees on specific QA standards and confirmed maintenance of standards. Promoted adherence to quality standards by arranging coaching and counselling of individual/Team sessions Inbound & RDA RM's , real time call monitoring, IVR feedback analysis , 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.
Managed SMS complaint portal team and handled tasks like report extraction, coordinate with customer, logged customer's complaints and take follow up till resolution.
Took Inbound and Outbound priority customer's calls, also look Internet Banking and Mobile Application Queue, operated Branch Operating System MYSIS.
Ongoing(Last Semester)
B.com
Matriculation