Shahzaib Yar Khan
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,
Work Experience
HBL, Work History, Nov 2018 ~ Present
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.
HBL, Assistant Manager SMS Complaint , Jul 2016 ~ Dec 2016
Managed SMS complaint portal team and handled tasks like report extraction, coordinate with customer, logged customer's complaints and take follow up till resolution.
HBL, Phone Banking Officer , Jun 2015 ~ Jun 2016
Took Inbound and Outbound priority customer's calls, also look Internet Banking and Mobile Application Queue, operated Branch Operating System MYSIS.
Education
IQRA University, Master of Business Administration (MBA), 2017 ~ 2021
Ongoing(Last Semester)
Government College Of Commerce & Economic Karachi, , Bachelor’s Degree, 2011 ~ 2014
B.com
Hina Secondary English Medium School , Other, 1998 ~ 2010
Matriculation
