Service Representative Call Center

Cell Number: +971-**-*******

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

Address: *****, *** *****, ***

Visa Status: Employment(Residence Visa)

MUHAMMAD IMRAN GHAFFAR

CAREER

SNAPSHOT

A result oriented, dynamic, & highly competent professional working 9 years as Customer Service Representative & Offers 4 years international experience in the UAE in areas of customer services in BPO & call

center

EDUCATION

CREDENTIALS

(16 YEARS)

2011 Masters in Administrative Sciences (Karachi, Pakistan)

2009 Post Graduate in Public Administration (Karachi, Pakistan)

2006 Bachelor of Commerce (Karachi, Pakistan)

SKILLS &

ABILITIES

Customer Service

Marketing & Sales

Account Management

Project Management

Marketing

Communication

High-Impact

Presentations

Negotiation

Answering all client queries with multi-channel skills. Direct mail marketing, Campaign management, Cross

selling

Transition management, Handling FT & NFT in real

time

Mobile & Internet Banking launch, UAT & system

testing

Customer retention existing client, Competitive

intelligence

Market Surveys on salary incentives.

Negotiations on all financial instruments’ fulfillment. EXPERIENCE

Customer Service representative – Contact Center (Retail Banking) FIRST ABU DHABI BANK – FORMERLY NBAD ABU DHABI, UAE JUL-2015 – TIL DATE Responsibilities:

Answered inbound phone calls in a fast-paced work environment, providing timely and excellent customer service for all customer inquiries & issues.

Educating customer on use of different channels for Banking such as Internet Banking, Mobile application & IVR, Educate customers on product options and technology issues

Profile: Customer Services Representative/ Team Coordinator/ Leader- BPO or Banking

Assist customers with routine account related requests such as fund transfers for Elite Customers, Debit & Credit card maintenance.

Activation of blocked access or revoked accounts, password reset for Internet banking & Mobile application.

Calm angry callers, repair trust, locate resources for problem resolution and design best –option solutions

Professional customer service in call center environment while assisting customers with account & credit card information and responding to inquiries & complaints.

Handle customer accounts and resolve complaints; evaluate customers’ needs and recommend that most appropriate products and services over the phone.

Blocking of Credit & Debit card upon fraudulent or suspicious transaction in timely manner to avoid further damages or loss to customers.

Helping customers to redeem their loyalty points to Skyward & Etihad guest miles, fly Dubai e-vouchers, Stars card & Gift card as and when claimed or requested by the customer.

Attended monthly Training & Development sessions on upcoming products.

Pitching or Cross selling in E.M.I, Easy Cash & Balance transfer. Contributions:

Handling team of 13 and supervising of call floor in the absence of immediate supervisor or Team Leader.

Helped Team Leaders and agents on the new implemented banking software for smooth operation in contact center.

Helped Business Support Department in updating customers profile and address change, credit limit increase request & cancelation of EPP/BEPP/BT & or EC.

Created and generated different reports on Excel and Word as and when required by Team Leader.

Created Quality report helping TL to understand the weakness for each and every agent in order to take timely action

Created & Improved Performance sheet on excel sheet for TL. Relationship Officer – Retail Banking Group (Multi-Product) MASHREQ BANK ABU DHABI, UAE JAN-2015 – MAY-2015 Responsibilities:

Financial transaction for Assets customer including Direct and indirect sales.

Handling customer’s objection toward Mashreq bank’s product including Credit Card, Personal Loan, Bancassurance, Easy Cash & Balance transfer.

Assist customer in various banking product such as opening salary account.

Attended monthly Training & Development sessions on upcoming products.

Daily reporting to the line manager regarding daily sales progress and performance.

Achieving target by focusing on daily submissions.

Cross selling in E.M.I, Easy Cash & Balance transfer. Team Leader – Customer Services (In bound Call Center) FAYSAL BANK LTD KARACHI, PAKISTAN 2011 – 2014 (TENURE 4 YEARS) Responsibilities:

Maintaining service level more than 85%, increasing productivity in every interval.

Preparing Shift Schedule and roaster for every coming month.

Handling\Monitoring countrywide customer’s incoming calls, queries, complaints and transaction request.

Training & Development on team performance skills, Providing Training to the Associates of the team in daily hurdles.

Maintaining data of Financial & Non-Financial transaction for Assets & Liability customer handling in customer services.

Co-ordination with other departments on complaint resolution or feedback.

Daily reporting to the call center manager regarding daily team progress and performance

Making “EVAL” for officers monthly performance with daily deliverables.

Day to day trouble shooting (ATM/Contact Center & service related) in evening shift.

Efficiently managing Cash Balancing of 280+ Online ATM’s Branches. PLATINUM SERVICE REPRESENTATION (PRIORITY BANKING) THE ROYAL BANK OF SCOTLAND KARCHI, PAKISTAN 2009 – 2010 (TENURE 2 YEARS) Responsibilities:

Answering all inbound calls through priority banking IVR with threshold time to maintain the service level up to the bench mark.

Co-ordination for financial transactions with Head Office for platinum clients Worldwide worthily.

Completion of all assigned project, testing system IVR, Monitoring financial request (Pay Order, Cheque Book & Bank statement & other instruments).

Golf Reservation & Golf Clinics booking with daily MIS. Coordination with almost 600 Registered Golf services providers.

Interact Priority Pass inquiry and personal assistance services 24/7.

Airport pick and drop service for the platinum card holders.

Ensure The Quality Services at benchmark.

Took the initiative to manage task of shift scheduling or roster. CUSTOMER SERVICE REPRESENTATIVE: NSBC (PHONE BANKING OFICER)

ABN AMRO LTD KARACHI, PAKISTAN 2007 – 2009 (TENURE 1.5 YEARS) Responsibilities:

Customer Services through answering all financial & non-financial queries.

Maintaining average talk time with hold time and AUX time to increase the GPA.

Solving out the basic baking Problems of the Customers been faced.

Responsible to manage the team In the Absence of the Team Lead.

Cross selling on different banking product on inbound calls. CERTIFICATION

& WORKSHOPS

IELTS (6.5 BANDS) BRITISH COUNCIL KARACHI, PAKISTAN DEC 2017 CALL HANDLING TECHNIQUES FAYSAL BANK TLD KARACHI, PAKISTAN MAY 2012

THE POWER OF A POSITIVE ATTITUDE FAYSAL BANK TLD KARACHI, PAKISTAN DECEMBER 2013

BIULDING INTERPERSONAL SKILLS RBS BUSINESS SCHOOL KARACHI, PAKISTAN JULY 2010 ENGLISH LANGUAGE COURSE PAK BRITISH INSTITUTE KARCHI, PAKISTAN JAN 2009

ACHIVEMENTS

IN CALL CENTER 1st ranking award for Best agent in call center for feb’18 and march’18 2018

BRAVO quarterly award for customer services representative in 2017

(First Abu Dhabi bank) received from CEO office

Team Of The Month (Faysal bank - Phone Banking)

2014

Being a team leader, got the highest award for on 3.15 GPA, in May’2014

High Achiever Award (IPod Winner)

2012

Top Cross Sale Team on SMS alert Campaign

1ST Quarter award winner, (Gold Medal)

2012

Employee of the Quarter

Platinum Officer Of The Month

2010

Best employee of the month

Top Cross Sales Officer (Travel Inconvenience Insurance) 2008

Top Cross Sale person for two consecutive months Feb’08 & Mar’08

LANGUAGE

PROFICIENCY

English, Urdu & Hindi

PERSONAL: FATHER’S NAME

DATE OF BIRTH

PLACE OF BIRTH

EMIRATES ID #

MARITAL STATUS

PASSPORT #

ABDUL GHAFFAR

18-MARCH-1985

KARACHI PAKISTAN

784-1-985-***-****-4

MARRIED

AN4189052

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