Education
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- 2006
G.C.E. Advanced Level
Economics(A), Business Studies(A), Accounting(B), General English(C)
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NIBM
Advance Diploma in Business Management
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London Business School
Diploma in English
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IBSL
Partly Qualified in Banking Exams
Experience
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FAIRFIRST INSURANCE (PVT) LTD. 2017 - 2023
Assistant Manager - Marketing & Digital Solutions
• Ensured that communication between departments function smoothly and utilized to maintain an environment. of continuous improvement. • Supported the company in production planning and making sure the business is adequately resourced. • Managed and Achieved the desired brand awareness of the company through: Effective execution of BTL, outdoor activation/ CSR activation • Ensured accurate branding of all branch offices • Planned and executed CSR activities for the year • Designed and managed the overall stock management of all company complimentary items • Improved footfall of the branches / business leads via regional/branch level activations • Selected and efficiently worked with agencies and suppliers • Effectively handled Marketing Operations and CSR budget management • Ensured all internal Service Level agreements/ plan KRA’s (KPIs) are achieved. • Headed Digital marketing & Sales operation channel • Ensuring good governance, compliance within the functions by adhering to internal standards/policies
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FAIRFIRST INSURANCE (PVT) LTD. 2014 - 2016
Executive (Supervisor) - Call Center
▪ Organized and conducted meetings ▪ Cordination with clients, vendor and agencies and reviewed reports ▪ Contractual document submittals to the client, ▪ Attended and Scheduled Meetings to address issues related to Non conformity management, ▪ Participate in client meeting. ▪ Working with PMS, EMS environment. ( ERP Software) ▪ Determined contact center operational strategies and evaluating policies, handling A to Z from recruitments to managing outsourced partners, setting up quality circle and complaint management forum, IT new core systems super user, customizations, telephony solutions (cisco), facilities, refurbishments, training, and development ▪ Supervised Front Office and Reception, Administration and Operatoins ▪ Executed performance reviews and capacity planning for customer –service quality standards ▪ Ensured smooth 24x7x365 customer service ▪ Reported directly to Head of customer care ▪ Monitored individual performance against service standards, giving regular feedback, coaching. ▪ Product training, customer care soft kill training to deliver excellent customer service elements. ▪ Provided personalized customer service by responding to their needs via telephone, emails ▪ Ensured feedback from customers are responded promptly, effectively improved the customer services. ▪ Evaluated customers issues and provided logical lasting solutions ▪ Managed filing, mailing, correspondence and other management tasks as well as responsible for preparing Team Leader and Agent rosters and salaries.
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PAN ASIA BANK 2010 - 2012
Banking Assistant- Call Center
▪ Handled Inbound and Outbound calls. ▪ Credit Card Inquiries –Available/Outstanding Balances, Cash Advance Available Inquiries, Statement Inquiries, Payment Details Inquiry, Monitoring Foreign Transactions and Online Transactions, etc. ▪ Account Balances -Handling Saving, Current Account and Fixed Deposits balances. ▪ Provided proper information about the Bank products details, such as Housing Loan Inquiries, Credit Cards-application process, Personal Loans, Personal Account Opening Requirements (Savings, Current, FD and CD s), Minor Savings Accounts. Etc. ▪ Managed and provided feedback to all general inquiries. ▪ ATM Card Activations (Fresh and Revoked)/Blocking
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HSBC 2007 - 2010
PFS Collection Staff - Collections Dept.
• Handled Credit Card default customer’s (Front end/ Middle Range /Hard core & Legal) • Ensured that reports pertained to arrears are obtained from credit card system and routed to • branches on a weekly basis • Made visits on a regular basis / fortnightly; Submitted visit report to MGR/Head of Collection • Followed-up with branches and customers on daily basis to recover rentals. • Visit problematic customers and provided them payment plans.