خلاصہ

Ramsha Asghar Ali Bachlani
Email Ramshahbachlanigmail.com
Phone (M) 03351247262
Address House No C-4 Al-Amin Apartment Shahani
Street, Garden East Karachi.
Objective
To obtain career-oriented position in an organization that could provide a challenging work
environment with learning opportunity for professional advancement to expand departments
performance and organizations credibility profitability.
Academic Education
Silk Bank Limited Quality Control Officer (May 2020 till Now)
Monitor calls to measure performance of Phone banking officer
Perform mock calls with new hires post training to determine readiness for moving into
support
Training of phone banking officers
Developing evaluation programs for phone banking officers
Conducting Pre or Post shift session to update PBOs timely
Conducting phone banking officer counseling session.
To improve standards of Call Centre to decrease fraud risk
Silk Bank Limited Complaint Management Unit (March 2020 till April 2020)
To monitor coordinate with team members and to assists them in resolving
customer complaints in a timely manner.
Qualification Year Institute/Board
Master of Business Administration (MBA) 2019- In process Szabist
Bachelor of Business Administration (BBA) 2015-2019 PAF-KIET City Campus
Intermediate 2013-2015 Board of Secondary Education Karachi
Matriculation 2011-2013 New Day Secondary School
Work Experience
Performing Complaint Analysis to identify the root causes and suggesting/implementing
remedial actions to prevent re-occurring nature of complaints.
Respond to complaints received from Senior Management and from regulatory bodies
such as State Bank of Pakistan.
Respond, Log Investigate all complaints/queries received on Banks website through
Complaints/Suggestion Info.
Manage queries over Complaint Suggestion and Social Media channel.
Resolve complaint related to covid 19 plans
Silk Bank Limited Outbound Officer (October 2018 till February 2020)
Manage large amounts of outbound calls in a timely manner.
Identify customers needs, clarify information, research every issue and provide
solutions and alternatives.
Build sustainable relationships by solving their queries.
Manage all records of database in a comprehensible way.
Frequently attend training to improve knowledge and performance level
Meet qualitative and quantitative targets
Resolve issues related to Phone banking and other departments
conduct refresher sessions of phone banking officer
Deals in pay order related queries
Conducting phone banking officer counseling session.
Silk Bank Limited Phone banking office (October 2017 till September 2018)
Handle and resolve customer queries both over the phone and by email
manage and resolve customer complaints
provide customers with product and service information.
update forms, applications and process orders.
Identify and escalate priority issues by route calls to appropriate resource
follow up customer calls where necessary
Document all call information according to standard operating procedure
Credit card maintenance as per Customer need over the phone
Cross selling various banking products to customers over phone
Taken Intensive training of call center
Coordinating with different department
Training Programs
Think Big dream High
Using Skills in right situation
Personal Traits
Adaptable and flexible.
Good skills, dedicated and hardworking with positive attitude and leadership qualities
Excellent inter-personal and communications skills.
Team player with ability to adapt to different environments and systems.
Key Skills
MS Office
Time Managing
Multi-Talented
Social Affiliations
Committed time,
Talent and resources in many community-based institutions at different posts.
CNIC No 42201-9080857-2
Marital Status Single
Nationality Pakistani
References to be furnished on request