Customer Service Call Center

Syed Muhammad Munir Hussain

Contact: 034*-*******

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

OBJECTIVE:

To master the rudiments of different workings in the organization in the shortest possible time where I can contribute my knowledge for the best solutions and to reach the highest level of managerial rank in the organization through personal merits and efforts.

EXPERIENCE:

Bank Al-Habib Ltd

July 2011- Present

Alternate Delivery Channels

Email Management Supervisor (February 2021–Present)

Coordinate with branches and support units for smooth operations.

Maintain Daily/Monthly MIS of Email Management Unit.

Conduct weekly meetings with the teams to keep intact one family – one team concept

Arrange training plans, refreshers for all new product launch

Ensure Emails are responded with-in given TAT.

Quarterly Report of Email Management Unit to the Higher Management.

Quality Assurance Supervisor ( July 2018- January 2021)

Ensure Calls evaluation done on daily basis with call handling standards.

Ensure productive leads are converted into Cross sell.

Keep on eye communication skills, Customer Service / Customer Foucus and Software handling

Conduct QA session on Weekly / Monthly basis

Maintain Monthly/Quarterly/YTD staff performance and Comparison Report

Update Floor Manager regarding follow-ups and issues observed during calls

MIS & ISM Officer ( April 2015- June 2018)

Ensure shift staff performance should be as per performance standards

Conduct Mystery shopping of services and handling of applications.

Responsible to conduct monthly Quiz & Mystery shopping.

Route Daily Call Center related MIS to HOD

Conduct BCP Drills and update HOD for feedback.

Team Leader ( July 2011-March 2015)

Manage shift staff activities and monitor their log-in and log-out

Ensure smooth shift operations & quick kill all system related complaints and issues

Develop and implement policies and procedures to ensure customer service standards are met

Ensure high self-knowledge on all products & processes and keep one-self updated

Conduct weekly/Monthly meetings with the teams to keep intact one family – one team concept ACHIEVEMENTS:

98% of Emails were responded with in the TAT.

Enhance the role of Email Management Unit.

Successful test of IP Migration and Deployment with Zero Downtime.

Expand Call Center operations smoothly from 30 to 150+ staff. ALLIED BANK LIMITED

September 2009 – July 2011

Phone Banking Officer / Backup Team Leader

Provide regular coaching to Phone Bankers

Service escalated customer calls and required follow-up

Extra projects as designated by the management.

Answering all customers Calls politely and providing a first-call resolution.

Maintained Daily KPIs.

SILK BANK LIMITED (Formerly Saudi Pak Commercial Bank) January 2007 – August 2009

Phone Banking Officer

Take Calls for assisting customers.

Resolving customer’s queries.

Taking complaints regarding services, follow up and resolution of complaint.

Maintained Daily KPIs.

Achieved the daily call target and ensured high communication, commitment and motivation. SKILLS

Customer Service Management

CRM Software

Resource Planning

Operations Management

Performance Matrix Analysis

Problem Solving

Call Center Software

Training and development

EDUCATION

Masters in IR ( University of Karachi ) 2016

Bachelors in Commerce ( University of Karachi ) 2008

Intermediate (Karachi Board) 2002

Matriculation (Karachi Board) 1999

LANGUAGES:

Fluent in English and Urdu

REFERENCES:

Shall be furnished upon request

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