Ghufran Ayub
Profile URL Available.
Assistant Manager in Phone Banking
HBL
B.Com
Government College Of Commerce And Economics
Summary
Pro-active and results oriented attention to detail, problem solving and strategic thinking. Communication and interpersonal skills. Well disciplined with proven ability to manage multiple assignments efficiently under pressure and deadlines. Strong team builder and facilitator while fostering and maintaining a friendly, motivated, educational, productive, and goal oriented environment for the entire professional team.
Experience
Assistant Manager in Phone Banking - HBL
2016 - Present
• Login complaints and request through phone.
• Provide information & resolution to the customer of different queries and issues regarding Branchless Banking (HBL Express), BISP & Merchant POS machine & BISP customer
• Perform customer verifications
• Follow up on customer interactions
• Follow communication procedures, guidelines and policies
• Communicate and coordinate with internal departments
• Generating leads and passing them to concerned department
• Providing feedback to the team leaders about product and process and contribute to the improvement.
• Take ownership and ensure timely resolution of customer complaints
• Updating Product and Processes in databank
• Prepare daily customer activity reports
• Compile reports of overall department officers & send email to the Supervisor
• Improve efficiency as per interactions and feedback received
Application Used
• Unison 2,2.7 (For Complain & E Form)
• HDA/Iris (For Debit Card)
• Sybase365(Branchless Banking)
• BB Back Office (Branchless Banking)
Phone Banking Officer - Primehr
2012 - 2016
• Login complaints and request through phone.
• Provide information & resolution to the customer of different queries and issues regarding Branchless Banking (HBL Express), BISP & Merchant POS machine & BISP customer
• Perform customer verifications
• Follow up on customer interactions
• Follow communication procedures, guidelines and policies
• Communicate and coordinate with internal departments
• Generating leads and passing them to concerned department
• Providing feedback to the team leaders about product and process and contribute to the improvement.
• Take ownership and ensure timely resolution of customer complaints
• Updating Product and Processes in databank
• Prepare daily customer activity reports
• Compile reports of overall department officers & send email to the Supervisor
• Improve efficiency as per interactions and feedback received
Application Used
• Unison 2,2.7 (For Complain & E Form)
• HDA/Iris (For Debit Card)
• Sybase365(Branchless Banking)
• BB Back Office (Branchless Banking)
Phone Banking Officer - People
2012 - 2012
- Login complaints and request through phone and providing resolution.
- Provide information regarding various products of HBL.
- Providing resolution to customer of different queries and issues regarding branchless banking.
- Handling customer queries and providing information as per defined standards.
- Follow up on escalations and closing them.
- Educating customers about bank's other products and services (cross selling).
- Generating leads and passing them to concerned department.
- Providing feedback to the team leaders about product and process and contribute to the improvement.
- Improve efficiency as per interactions and feedback received.
- Updating Product and Processes in databank.
Computer Operator - Choudhari International
2007 - 2012
- Send medicine rate to the client through email and give answer to the query
- Prepare Export Document’s like Invoice, Packing list, No Objection Certificate (NOC), Assistant Drug Controller Bill(ADC) by using MS Excel.
- Prepare Statement of Account , Petty cash fund & sales invoice by using MS Excel.
- Look after the payment of the Customer Advancement Payment, Proceed Realization Certificate (PRC) and Credit Advice and maintain proper record of the payment documents.
- Send client documents through email like Air Way Bill(AWB),Packing list and Invoice
- Prepare yearly sales report & Verify from bank documents by using Ms Excel.
- Data Operating
Relationship Officer Assisgned to Citi Bank - 3C Corporation Pvt Ltd
2007 - 2007
• Make outbound call's to the customer to the given data provided by the bank
• Guide to the customer about the Personal Loan procedures, Terms & Condition's, documentation, Schedule of Charges(SOC)
• Check the customer Personal loan required documents & check the form
• Forward the customer case to the concern department for approval
Customer Care Representative - Mobilink (Franchise)
2005 - 2007
• Handle operational activities over customer care service & sale counters
• Manage walk-in customers according to the assigned counter or assigned role
• Welcome, guide and manage each walk-in customer when in the role of Floor Greeter
• Be updated on all current policies, procedures, promotions, products and up sell value added services offered by the company
• Explain various Mobilink tariffs to the customers and sell prepaid/ postpaid connections at front line customer services
• Take ownership and ensure timely resolution of customer complaints
• Coordinate and follow-up with multiple stake holders for issue resolution
• Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of the company
• Practice customer handling skills as defined and learned in relevant trainings
• Provide feedback to supervisors on important issues/problems cites by the customers to ensure customer retention
• Understand and implement the CS policies & procedures in practice and spirit
Honours And Awards
Regular of the Year 2015 : Regular of the Year 2015
• Won cash prize in Monthly Performance Synopsis (MPS) : • Won cash prize in Monthly Performance Synopsis (MPS)
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