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About Candidate
Dedicated and results-driven professional with extensive experience of 14 years in operational excellence, quality assurance and customer experience. Proven track record in enhancing service quality and operational efficiency through quality assurance, effective problem solving and communication skills and implementing digital solutions that streamline processes and improve customer experience. Adept at analysing customer feedback to drive improvements and foster a customer centric culture. Skilled in training and mentoring team members to deliver exceptional service, ensuring that organizational goals are met while exceeding customer expectations. Committed to continuous improvement and innovation in customer engagement strategies.
Salary
Nationality
Certifications
Islamic Banking Professional Development Program – NIBAF (Apr 2025)
Leadership Xpedition (Sep 2023)
Customer Experience (June 2023)
Training & Workshop
MMBL Xcelerate program 2024 LUMs
Communication, PR & Networking Workshop (May 2023)
Developing Future Leaders for Financial Institutions (Oct 2022)
Lean Six Sigma Foundation (May 2021)
Conduct Assessment Framework (Dec 2020)
Looking for Job Title
Location
Education
majors in finance
Work & Experience
Develop and execute customer support strategies aligned with organizational goals. Lead, mentor and inspire a diverse team of customer support professionals. Analyse customer feedback and service metrics to identify areas of improvement. Design and implement initiatives that enhance the overall customer journey. Identify and implement digital tools and technologies to streamline customer support processes. Foster a culture of innovation and continuous improvement within the team. Oversee the complaint resolution process, ensuring timely and effective responses. Establish best practice for handling escalated issues and improving resolution rates. Developed and maintain quality assurance protocols to monitor service performance. Conduct regular training and coaching sessions to ensure team adherence to service standards. Collaborate with other departments to ensure a cohesive customer experience. Maintain strong relationship with key stakeholders to align customer service objectives with business goals. POC for regulator (SBP) related matters from CX side. Introduced digital notice board in branches and RPA in the CX domain specially for complaint unit and call center quality assurance, system integrated chatbots, Outbound dialer. Working on AI base TAT monitoring for entire front & back end services. Manage overall Voice of Customer (Focus Groups, Surveys) utilizing existing customer channels to gather and assess customer feedback and utilize insights from the study to provide insights and identify areas for improvement. Contributed in reducing 23% customer complaints by lean the processes.
