Customer Service Senior Manager

Masood Akhtar Resume Page * of *

MASOOD AKHTAR

Mobile # 410-***-**** 1115 Dlong Road, Apt B

Email: *********@*******.*** Catonsville, MD 21228 www.linkedin.com/in/masoodakhtar

OBJECTIVE

Highly focused and analytical manager with over fifteen years of experience providing excellent customer service by handling multiple requests, answering concerns and managing cash and accounts as well.

WORK EXPERIENCE

TRUIST BANK, CATONSVILLE, MARYLAND [FEB 2025 TO DATE] UNIVERSAL BANKER

JOB RESPONSIBILITY

Ensure a consistent service level by engaging clients with smiling, facilitating courteous conversation, conducting both complex and standardized transactions while uncovering needs. Performs more complex transactions with assistance as necessary.

Educate clients on digital, self-service solutions including ATMs, Online and Mobile banking to make banking easier and enhance for them.

Support team sales process by participating in client outreach through outbound calls, checking for client offers, and identifying client needs or opportunities by fulfilling the need or referring the client to the appropriate branch team members or specialist.

Adhere to internal controls, operational procedures and risk management policies. Stays informed of all changes in policies and procedures to ensure compliance with current guidelines. Responsible for new account openings and problem resolution, offering applicable products and services to clients and prospects. Handles proportionate volume of work based on branch demands.

BANK AL HABIB LIMITED, KARACHI, PAKISTAN [JUL 2017 TO SEP 2024] SENIOR MANAGER & TEAM LEADER – CREDIT ADMINISTRATION DEPARTMENT JOB RESPONSIBILITY

Manage the portfolio of more than 2500 Commercial & Retail Credits, Agriculture Financing, Housing Finance, Vehicle Finance & Government Subsidiary Markup Scheme Loans.

Responsible for issuance of Disbursement Authorization Certificate after review of all type of charge and security documents, insurance and mortgage formalities, feeding the limits in Al Habib System and post disbursement formalities.

Overseeing and managing relationships with external Valuators and Insurer (vendors) including identifying suitable vendors, negotiating contracts, monitoring performance against agreed-upon standards, ensuring compliance, mitigating risks and conduct and managing vendor billing and disbursements.

Responsible for proactive planning of workloads to priorities and deliver against key objectives and tasks.

Manage fort nightly and monthly portfolio management analysis via defined reports & MIS. BANK AL FALAH LIMITED, KARACHI, PAKISTAN [NOV 2016 TO JUL 2017] ASSISTANT MANAGER – CREDIT ADMINISTRATION CENTRE

JOB RESPONSIBILITY

Masood Akhtar Resume Page 2 of 2

Responsible for creating / modification / enhancement for charge creation in Security & Exchange Commission of Pakistan.

Categorize irregular commercial accounts and liaise with respective branches to ensure that remedial action is taken to regularize the exposures.

Ensures integrity & accuracy review of Credit Documentation within defined turnaround Time and ensure various timely internal reporting to Middle Management. MCB BANK LIMITED, KARACHI, PAKISTAN [DEC 2009 TO NOV 2016] CREDIT RISK OFFICER

JOB RESPONSIBILITY

Preparation of all type of hypothecation and Mortgage related charge documentation and their timely registration of Bank’s Charge with concerned Authorities.

Preparation of various credit documents/indemnity bonds and other related necessary letters, correspondence with concern offices/authorities/branches as per requirement. WATEEN TELECOM, KARACHI, PAKISTAN [JAN 2008 to AUG 2009] EXECUTIVE – BUSINESS OPERATIONS

JOB RESPONSIBILITY

Initiated the Launching Cycle of WiMAX from Wateen Platform, a part of Initial Team Setting up WiMAX Technology in Pakistan.

Responsible for accounts payable and receivable and maintain all related documents.

Negotiate with vendors to meet companies’ standard of quality, delivery, and cost.

Manage purchasing items for operators and other services.

To ensure inventory levels at Franchises & Business Centers and management of Inventory Ledger by Franchises & Business Centers.

CURRY’S DIGITAL PLC [FORMERLY DIXON’S PLC.] LONDON, UK [NOV 2003 to OCT 2006] SUPPORT OFFICER

JOB RESPONSIBILITY

Managing stock levels and making key decisions about stock control.

Analyzing sales figures and forecasting future sales volumes to maximize profit.

Develop and manage Materials Planning function for goods and materials demanded by Company's vessels.

Handle Goods Flow Management-Receive, store and replenish goods, help to maintain goods flow within the stores.

EDUCATION

2004 – 2005 ADVANCE DIPLOMA IN MANAGEMENT STUDIES

BUCKINGHAMSHIRE CHILTERNS UNIVERSITY COLLEGE, LONDON, U.K Oct 2000 – Dec 2000 ORACLE DATABASE ADMINISTRATION & INTRODUCTION TO SQL/PLSQL ORACLE INN

July 2000 - Dec 2000 ADVANCED DIPLOMA IN SOFTWARE EXPORT TECHNOLOGIES [ADSET] APTECH WORLD WIDE

1994 – 1999 BACHELOR OF ENGINEERING

N.E.D. UNIVERSITY OF ENGINEERING & TECHNOLOGY, KARACHI, PAKISTAN SOFTWARES

Temenos [T24] [Banking System] Symbol [Banking System] CRM MS Word MS Excel MS Outlook

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