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I have over 11 years of diversified experience in Sales / Customer Services / Phone Banking / Call Center / Team Management / Leadership / Branch Banking / Training / Hotel Management along with a Bachelor's degree.
Client Service Manager
Bella Casa Real Estate Brokers LLC - Dubai, United Arab EmiratesCustomer ServiceSeptember 2017 - Now · 1 year and 3 months
• Rent, buy or sell property for clients through cash or mortgage. • Perform property listings, meet prospective clients. • Accompany clients to property site, discuss conditions of rent/sale, draw up real estate contracts.
Relationship Manager – Branch Distribution
FIRST GULF BANK (FGB) - Dubai, United Arab EmiratesPublic RelationsJanuary 2017 - August 2017 · 8 months
• Responsible to visit listed companies / clients of the bank to maintain relations & generate business • To achieve the assigned monthly target of 1.8 million in Loans (Mortgage & PIL) and 6 Credit Cards • Work in coordination with operations, credit and management to ensure smooth business conduct
Personal Banker – Retail Bank
MASHREQ BANK - Karachi, PakistanCustomer ServiceFebruary 2015 - November 2016 · 1 year and 10 months
• Responsible to visit listed companies of the bank to maintain relations & generate business • To achieve the assigned monthly target of 15 customers in CC, 1 PL, 3 CASA and 1 Bancassurance
Direct Sales Officer – Credit Cards
HSBC BANK MIDDLE EAST LTD. (C/O RESOURCE SOLUTIONS) - Karachi, PakistanCustomer ServiceMay 2014 - December 2014 · 8 months
• Responsible to visit listed companies of the bank to maintain relations & generate business • To achieve the assigned monthly target of 14 approved Credit Cards
Team Manager – Phone Banking
HABIB BANK LIMITED (HBL) - Karachi, PakistanCustomer ServiceNovember 2008 - March 2014 · 5 years and 5 months
• Directly responsibility for 3 Team Leaders and indirectly responsible for 40+ Phone Banking Officers for their overall performance. • To achieve maximum customer satisfaction to the defined quality parameters (internal & external) with SL target defined as 90%. • Ensure right capacity planning for smooth operations using scheduling and forecast as the basic tools. • Member of cross-function team to enhance Call Center Business Process. • Performance evaluation of TLs on the given matrix and ensure timely coaching and counseling for enhanced performance. • Joined as a Phone Banking Officer, then got transferred as a Transaction Verification Analyst, then elevated as the Team Leader – Inbound before finally leaving the organization as a one of the Team Managers for the department.
Customer Services Representative – Branch Distribution
UNITED BANK LIMITED (UBL) - Karachi, PakistanCustomer ServiceApril 2005 - October 2008 · 3 years and 7 months
• Supervisor for all the operational & customer related issues of branch • In-charge for account opening and maintenance, cheque books & ATM cards, cheques clearing
Guest Services Agent – Front Office
Beach Luxury Hotel - Karachi, PakistanFront Office receptionAugust 2003 - May 2004 · 10 months
• Performed check-in / check-outs, cash handling; also, performed duties as Acting Night Manager (whenever required)
Front Office Certificate Course
Pakistan Institute of Tourism & Hotel Management - Karachi, PakistanJune 2004 - August 2004