Summary

An enthusiastic and dedicated individual is looking forward for an exigent opportunity to work for an organization that offers intellectual challenges and continuous learning opportunities enabling me to become a better knowledge worker so that I could contribute positively to the organization while moving up the corporate ladder.

Experience

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Team Leader
United Bank Limited (UBL)
Jun 2018 - Present | Karachi, Pakistan

Working in UBL Contact Center as a team Leader

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Assistant Manager Admin
Royal Group
Sep 2016 - May 2018 | Karachi, Pakistan

Ensures operation of equipment by completing preventive maintenance requirements; calling for
repairs; maintaining equipment inventories; evaluating new equipment and techniques.  Completes operational requirements by scheduling and assigning administrative projects;
expediting work results.  Contributes to team effort by accomplishing related results as needed.
Maintains supplies inventory by checking stock to determine inventory level; anticipating needed
supplies; placing and expediting orders for supplies; verifying receipt of supplies.  Coordinates and maintains records for staff office space, phones, company credit cards and
office keys.  Responsible for keeping inventory of all office supplies and placing orders for replenishment is
needed
 Assist in training staff members and new hires.

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Assistant Manager 🅾
Burj Bank Limited
Oct 2015 - Jan 2016 | Karachi, Pakistan

Managing the team of 2 Team Leaders with 10 officers including complaint management staff.  Ensure smooth running of daily operations as per forecast and maintaining the required capacity.  Ensure daily SL targets are met and also to ensure high staff morale, retention & satisfaction.  Managing an escalation team as well under the umbrella of SQ unit which is responsible to take
escalated calls of customers’ and resolving their issues on an urgent basis.  Regularly initiate the changes / improvements required in software/systems.  Preparing and rolling out the departmental roster and monthly performance reports.

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Team Manager
HBL
Nov 2010 - Oct 2015 | Karachi, Pakistan

Managing a team of 3 Team Leaders with 60 Officers in their teams and overall indirect
reporting of 8 Team Leaders and over 160 Officers.  Ensure daily SL targets are met and also to ensure high staff morale, retention & satisfaction.  Ensure smooth running of daily operations as per forecast and maintaining the required capacity.  Managing I-Care Unit and coordinating with different departments of the bank to ensure irate
customer cases are handled with utmost care and also urgently processed.  Managing an escalation team as well under the umbrella of I-Care unit which is responsible to
take escalated calls of customers’ and resolving their issues on an urgent basis.  Addressing the concerns related to Team Leaders and PBOs through effective & regular
meetings.  Setup goals and objectives for each team member, also, associated in revamping KPIs.  Initiated the complete SOP Manual of whole Contact Center.  Regularly initiate the changes / improvements required in software/systems.

Education

University of Karachi
Bachelors, Bachelors of Education, ‎
Management Accounting
Grade B
2015

Skills

5+ Years Customer Service Management

Languages

Expert Punjabi
Intermediate English
Expert Urdu

Companies Followed

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