Imran Bashir

Mobile: +971-**-******* Email: adyc5g@r.postjobfree.com

“I am extremely motivated and results-driven professional having customer centric approach along with exceptional organization and management skills.”

My Experience at Abu Dhabi Islamic Bank

Sales Credit Officer April 2017 – Till Date

This is my first job in UAE and also first in banking sector. I took it as a challenge and accepted it to test my abilities and flexibility. I feel proud to say that I have once again proved myself with smart work and my professional approach. As a sales credit office I have some basic tasks and I am also being assigned with some additional responsibilities by my manager for my career development. My major responsibilities are as follows:

Analyse customer’s requests for multiple products (Auto Finance, Personal Finance and Cover Card) as offered by the bank

Identify fraudulent /forged and seeded applications and cross check the validity of the documents (KYC) through all available resources.

I also ensure that fraudulent activities gets highlighted and updated in system to avoid loss

Take well-judged decisions within the delegated approval limits and ensuring adherence to the established policies and credit guidelines.

Work in sessions for the team on policy and process issues.

I am also handling daily work load distribution within the team and ensuring that SLAs are maintained as per defined guidelines

I am maintaining daily reports for team productivity and quality (FPR)

I am doing inter departmental communication when and where required

My Experience at Mobilink (Jazz), Largest Telecom Company in Pakistan

Customer Services Team Leader Dec 2011 – July 2016

It was a managerial responsibility of Contact Centre. I lead a team of 15 employees. My job description for this position was as follows:

Worked closely with the team, motivating and coaching them to meet daily KPI’s

Hosted one to one and team meetings and keeping team up to date with business plans

Managed day to activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs

Ensured training and development plans are maintained for all team members

Supported manager daily operational activities

Lead and inspire my team to deliver excellent level of services

Handled escalations and resolve customer complaints on priority

Participated in design of call monitoring formats and quality standards

Performed call monitoring and provide trend data to management

Worked on team development for their growth in the company

Call Centre Coordinator At Mobilink (Jazz) Sept 2009 – Dec 2011

As a call centre coordinator, I had been assigned to multiple tasks. It was a challenging role in which I had been assigned as a contact person for all departmental staff. My major responsibilities in this role were as follows:

Assisted management and worked closely with call centre teams.

Demonstrated management techniques including leadership styles, problem solving and human resource management.

Communicate, negotiate and mediate with departmental staff

Keeping and maintaining records of essential data

Compiled data for monthly performance reports

Education:

Master’s in Political Science 2003

Forman Christian College Lahore

Bachelor of Arts 2000

Forman Christian College Lahore

Majors: Economics and Political Science

Achievements:

I am a consistent performer and maintain 95% FPR (First Pass Rate)

I am being recognised by HOD for maintaining SOP with complete guidelines

I am being recognized as a consistent performer of the quarter

Skills & Strong Areas

I have set of different skills which I have established and polished during my professional career. The set of skills which I am extensively using in my daily work routine are as follow:

Communication skills

Team player

People Management

Decision Making Skills

Time Management

Negotiation skills

Analytical skills

Training skills

Complaint management skills

Proficient user of MS office

Excellent command on different CRM systems

Hobbies & Interests

Other than my daily work routine, there are few things which are of great interest to me:

I am fond of long drives

True lover of nature

Love collaborating with new people

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