خلاصہ

HBL Global Operations, Phone Banking Officer, August 14 to till August 19
Responsibilities Included

Providing FCR by taking ownership of the complaint/information.
Help building clients interest in products and services that are offered by organization
Responsible to ensure strategic policies to maintain quality parameters.
Assist in the quality control to monitor progress regularly.
Coordination for verification and solution of complaints raised by the customers.
Identify and report technical queries to relevant units for their urgent resolution/compliance.
Handling Banking Customers queries pertaining to General Banking, Accounts status, complains, Transactions, Term Deposits, Debit cards, Internet Banking, etc.
Handling Credit card customers queries pertaining to Card maintenance etc.
Responsible for managing in house training sessions Telephonic skills, soft skills, product knowledge etc.
MIS reporting.


PTCL Contact Center, Acting Floor Supervisor Operations, Nov, 2011 to August, 2014.
Responsibilities included

Handle and resolve customer complaints/ queries over phone.
Resolves product or service problems by clarifying the customer's complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution, After Sales Service.
Proactively suggest and implement countermeasures to avoid recurrence of complaints.
Develop and implement action plan and monitor progress regularly.