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Click here or scroll down to respond to this candidateCandidate's Name
Yonkers, NY, Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLETo leverage ten years of banking industry experience in contributing to corporate communication, marketing, and quality initiatives, while driving positive change and enhancing skills to achieve organizational goals and elevate customer experience.ExperienceEducationDubai Islamic Bank July 2022 PresentService Quality Assistant ManagerImplement & Monitor the Service Management process covering all the areas of the Bank.Ensure effective implementation of Service Standards in Banking, managing customer correspondence.Develop and revise Service Level Agreement (SLAs) and Internal Service Measurement (ISMs) for improved service quality.Monitor ISM's timeliness and accuracy in reporting as per targets.Conduct branch visits to maintain regulatory compliance and ensure Host of the Day (HOD) maintenance.Implement and monitor Key Fact Statements (KFS) across all Branch Banking segments.Analyze Comment Cards to enhance service quality and encourage customer feedback channels.Conduct Mini Customer Satisfaction Surveys as per FTC requirement.Assist in compiling quarterly management reports.United Bank Ltd. February 2022 - June 2022 Service Quality Assistant Manager SouthConducted monthly branch visits to monitor ambiance and staff interactions.Ensured customer facilitation mechanisms were in place.Prepared reports for branch and quality management.Provided timely task submissions for observation fulfillment.Coached branch staff on service standards and Fair Treatment to Customer (FTC) compliance.Summit Bank Ltd. January 2017 - January 2022 Service Quality Assistant ManagerImplemented and monitored Service Standards in Banking.Analyze Comment Cards to enhance service quality and encourage customer feedback channels.Developed and revised SLAs and ISMs for improved service quality.Conducted monthly quality analysis on ISMs and MSP results.Ensured effective monitoring of Complaint Resolution Management Unit (CRMU) & Account Opening ISMs.Conducted Voice of Customer (VOC) for gauging Complaint Resolution Satisfaction.Conducted Mystery shopping to gauge customer satisfaction.Summit Bank Ltd. August 2015 - December 2017 Officer CRMU, COMPLAINT RESOLUTION MANAGEMENT UNITCatered to and resolved service-related complaints.Monitored and maintained follow-up with stakeholders to resolve complaints within TAT.Provided interim responses to complainants and ensured timely closure of complaints.Maintained MIS of complaints and filed records for audit trail.Resolved customer complaints/queries concerning all banking areas.United Bank Limited. August 2014 - July 2015 Fraud Analyst, Consumer DivisionMonitored banking transactions and prepared analysis reports.We must have to intimate the Irregular multiple transaction which differ from the history of the customer which popup the activity as suspicious transactionsMonitoring suspicious activities and transactions and ensure timely reportingof suspicious transactionsIdentified and presented rules violation reports to management.United Bank Limited May 2014 - July 2014 Phone Banking Officer, Call Centre Department,Target the customer through outbound and telesales. Pitch the customer for banca insurance.Activation of Internet Banking, ATM Card, Cheque book and T-Pin generation.Interacted with UBL clientele for service promotions and facilitated the queries.MBA in Marketing FinanceAugust 2012 - April 2014Mohammad Ali Jinnah UniversityBusiness Administration in SociologyJune 2011 - August 2012Karachi UniversitySkillsEmployee RelationsExcellent presentation and communication skillsCommand on ExcelCertificationsConcepts of Islamic BankingCourse included training on concepts of Islamic Banking & Sharia compliant banking products.Excellence in Customer ServiceEnhancing SMBL Product and Services KnowledgeImproving Customer Services through Personal Grooming & Professional EtiquettesAnti-Money Laundering/Combating the Financing of Terrorism (AML/CFT) Regulations, Its Violations & Precautionary Measures & Foreign Account Tax Compliance Act (FATCA) ComplianceKnow your customer and awareness and prevention of Money Laundering.LanguagesProficient in EnglishProficient in UrduIntermediate in BengaliHobbies and InterestSwimmingPromoting eastern culture JewelrySinging, modeling anchoring and acting in short Films.Breeding of birds.Cycling.Home Interior Designing. |
