Quality Engineering

KASHIF KHAN

**** ********** ****,

Mississauga, L5N 3R9- Ontario

Phone : (289) 814 - 0190

Email : ********@*******.***

JOB OBJECTIVE

I want to utilize my excellent interpersonal & communication skills, strong

analytical, problem-solving and decision-making skills in a financial

services position with opportunities for advancement.

ACHIEVEMENTS

2007-Present Enrolled In The Canadian Securities Investment (CSI)

Program (Canadian-Securities Course)

2006 Masters in Engineering of Quality Systems Engineering

Department

Program 1 : Quality Methodology for Software

Program 2 : Total Quality Methodology In Engineering

Concordia University, Montreal, Quebec.

2006 Project in Quality Methodology For Software

Customer Fraud Protection System - How To Achieve The Dialer

Hour Cost

Concordia University, Montreal, Quebec.

2006 Training on Delivering Superior Experiences - CapitalOne

Customers

By Wilson Learning (NCO Financial Services Group - CapitalOne

Bank Project).

2005 A French Language Program Offered By The Ministry Of

Immigration & Communication Of

Quebec, Canada.

2001 Microsoft Certified Professional (Developing Application With

Microsoft Visual Basic)

PROFILE

1 Over 5 years experience in Customer Services & Technical Contact /

Support Agent .

2 Advanced level of comprehension of trouble shooting with complex computer

problems.

3 Technically adept and knowledgeable regarding computer operating systems.

4 Confident, professional communicator with outstanding listening and

presentation skills.

EXPERIENCE

1. 2007-Present CitiFinancial Services / Citi Group - Front End Collection

Representative

a. Contact card members whose accounts are severely past due to negotiate

payment arrangements in an effort to prevent

write-off and normalize account.

b. Manage assigned portfolio of accounts in effort to stabilize roll back

delinquency.

c. Prepare Customer Assistance Program forms in accordance with company

guidelines and present for approval.

d. Utilize collection systems to perform collection activities such as

Inbound and Outbound Dialer and / or manual calls.

e. Respond to a variety of telephone inquiries and educate customers in

order to negotiate and secure payment

arrangements.

2. 2005-2007 NCO Financial Services Group - Fraud Protection

Representative

(CapitalOne Bank Project)

a. Received the inbound and outbound calls and monitored the credit card /

plastic card fraudalent transactions

activity by using the multipurpose applications software.

b. Handling professionally the multipurpose applications software like

Odyssey, Falcon, creditbrowser, Unisys,

Tandem, Dialer etc.

3. 2005-2006 Opinion Search Inc - Telephone Interviewer Survey(Telephone

Survey Department)

a. Completed the interview/research survey form over the phone mostly with

the bank clients.

EDUCATION

2006 Masters in Engineering Of Quality Systems Engineering Department

Program 1 : Quality Methodology for Software

Program 2 : Total Quality Methodology in Engineering

Concordia University, Montreal, Quebec.

1994-1996 Master in Business Administration ( Finance / Management

Information System)

Hamdard University, Karachi, Pakistan.

1991-1994 Bachelor Of Computer Sciences

The International University, Missouri, USA, Pakistan

Center.

1991-1992 Bachelor of Commerce

University Of Karachi, Pakistan.

TECHNICAL SKILLS

1 Strong computer knowledge : Windows, MS Office, Internet Explorer etc.

2 Microsoft Certified Professional (Developing Application With Microsoft

Visual Basic)

LANGUAGE SKILLS

1 Strong command of the English language (Verbal & Written)

2 French language (Verbal & Written - Basic Level)

TRAINING

Mar 23-30, 2006 Delivering Superior Experiences - CapitalOne Customers

By Wilson learning.

May 23-26, 2002 National Software Competition 2002 NCR Education Center,

Karachi,

Pakistan.

Oct - Dec, 2000 French Language Program Alliance Francaise,

Karachi,Pakistan.

REFERENCES Available upon request

Contact this candidate