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Manager Customer Care

Mississauga, Ontario, Canada
December 05, 2018

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UNIT # * * * *, *** L OLITA GARDENS, MISSISSAUGA, ON., L 5A 3 K 7 .

C e l l : 437-*-**-*-*-**. Email: s a s i f h a s s QUALIFICATION & WORKING EXPERIENCE SUMMARY

Bachelor Of Commerce from Govt Premier College, Karachi, Pakistan

Hands-on experience in MS Office (Word, Excel, PowerPoint & Outlook). Internet Browsing

& Surfing

Over six (06) years working experience as Senior Consultant (Training & Development)

Over seven (07) years working experience as a Banker in various fields APTITUDES

Effective Communication and Interpersonal Skills

Leadership Qualities

Creative and motivated


National Bank Of Pakistan (May 2007 to July 2015)


Directly manage and supervise Shared Outsourced Collection Officers and Indirectly supervise Dedicated Outsourced Collection Officers (Total strength of outsourced collection staff was 47)

Posting & placement of staff in delinquent branches and provide complete, detailed and timely delinquency information to all Collection Officers.

Coordinate with 40+ Branch Managers for resolution of problems and improved Collection performance

Manage and coordinate with external agencies regarding warehousing and related matters

Drive repo activities like repo stunts, road shows, auction process, marketing campaign of repossessed vehicles etc.

Involve in negotiations for remaining assets with interested parties for bulk selling

Directly reporting to Regional Retail Head and GM Business (Karachi South) in region and SVP/Country Collection Head in Head Office.


Led auction activity 2010 for Karachi (South & West Region) of repossessed vehicles.

(Manage & monitor A-Z process of auction)

Drove repossessed process of delinquent assets (Karobar), involved to manage delinquent portfolio of Karobar accounts

Managed MIS of delinquent accounts (all over Pakistan) for Advance Salary, Karobar and Saibaan

Involved in accounts distribution process among collection officers

Maintain and manage daily reports of individual targets

Involved to maintain warehouse processing system

Involved in settlements & negotiation process of repossessed units

Coordinate with ACM’s and RCM’s for monthly accounts distribution activities, repo stunts, auction process and operations etc.

Involve in negotiations for remaining assets with interested parties for bulk selling

Directly reporting to SVP and Country Head Collection & Recovery Pg 1 OF 3


Working with over 30 branches, total portfolio of 55Billion, 2 secured and 1 unsecured products.

Leading the team of 3 Team leaders & 15 CO’s.

Managing workflow & execute calling and personal visits activities to decrease the delinquency.

Coordinating and resolving difficult accounts.

Meeting customer’s departmental heads, to resolve accounts.

Monitoring team and individual grievances.

Producing and format high standard reports. Performance evaluation of teams at the end of cycle cut.

Assist Regional Collection Manager (RCM) and Area Collection Manager (ACM). Vision Vantage Consulting (July 2000 to April 2007)

(Management Consultants)


Working with over 500 corporate clients to identify the needs of clients and prospects.

Involve in TNA (Training Need Analysis), Training Proposals, Budgeting and costing, Marketing

& Execution of Workshops & Events in Banking & Non-Banking Industry.

Managing Tele-Marketing and personal visits activities for getting business for upcoming workshops, events etc.

Coordinating and resolving client complaints and issues through strong level of interaction. Providing high quality of Customer Care to Corporate Clients.

Preparing training information for courses. Handling Mail shots to clients and maintenance of marketing materials also maintaining client information systems.

Managing workflow to ensure clients' needs are met.

Produce and format high standard documents. Reporting and collating figures and forecasting.

Assist trainers & involved personnel during the workshops in making presentations and developing programs.

Liaise with media people and Sponsorships for the Conferences and Exhibitions conducted by the company.

Working along with Chief Executive of the company in supportive environment SYSTEM CONSULTANT – HR CONSULTING DIVISION

Appointed in VVC (Vision Vantage Consulting) as a Team Leader on July 2000 and after six months promoted as System Consultant. Worked on a number of mega projects including recruitment of over 150 employees for National Bank of Pakistan in 11 major cities.

Lead the project of SAIBAAN (Product of National Bank of Pakistan). Heading the team of professionals for hiring & recruiting of over 150 employees all over Pakistan.

Meeting client’s expectations and standards like head hunting, arranging and conducting interviews, references confirmation, issuance of job letters / contracts to selected candidates etc.

Involved in Training execution of onboard employees.

Monitoring Teams and individuals grievances countrywide.

Managing Customer accounts (Invoicing, credit management and follow-up for recovery).

Employees’ salaries and commission handling.

Performance evaluation of teams all over Pakistan Pg 2 OF 3


Gender : Male

Date of Birth : 09 Nov. 1974

Ex- Country : Pakistan

City : Karachi

Mother Tongue : Urdu

Second Language : English

Marital Status : Married

No Of Children : Three (03)

References will be provided upon request

Updated in the month of Oct-2018

Pg 3 OF 3

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