Muhammad Ali
Banking Services Officer
Rawalpindi, Punjab
Summary
Adept at streamlining operations and enhancing customer satisfaction, I leveraged my teamwork skills at MCB Bank Ltd. to significantly improve process efficiency and client service delivery. My proactive approach in previous roles, including as a Senior Customer Service Executive, boosted retention and fostered strong client relationships through personalized solutions.
Overview
9
9
years of professional experience
Work History
Universal Services Officer
MCB Bank Ltd.
11.2020 - Current
- Outward clearing, RTGS, Locker operations, Home remittance handling, BC and CDR issuance, ATM balancing.
- Individual and Corporate account opening.
- Dormant account activations.
- Streamlined bank operations by implementing efficient processes and procedures.
- Streamlined account opening procedures by implementing efficient processes, resulting in reduced client wait times.
- Improved ATM uptime by performing regular maintenance and troubleshooting tasks.
- Reduced downtime by promptly addressing hardware and software issues in ATMs.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Communicated with Branch Operations Manager to inform of quality control checks and findings.
- Managed risk by closely monitoring transactions and identifying potential fraudulent activities.
- Continuously evaluated the effectiveness of implemented processes, making adjustments as necessary to further enhance operational efficiency and customer satisfaction.
- Contributed to the growth of the bank''s client base through exceptional service delivery and relationship building efforts.
- Achieved compliance with all regulatory requirements through diligent review of internal policies and protocols.
- Collaborated closely with the sales team to identify potential clients for new account openings, contributing to business growth.
- Developed and maintained strong relationships with high-net-worth clients, leading to long-term loyalty and trust.
- Negotiated favorable terms on loans and credit facilities for priority clients, supporting their business growth objectives.
- Maintained customer records and updated account information.
- Improved bank operations efficiency by implementing streamlined processes and procedures.
- Enhanced customer experience, addressing inquiries and resolving issues swiftly to maintain a high level of client satisfaction.
Senior Customer Service Executive
Pakistan Telecommunication Company Ltd.
09.2018 - 09.2020
- Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Online sales and order placement of PTCL,s product and services.
- Bill adjustments to valuable clients who approach over helpline.
- Prepared daily reports by collecting and analyzing customer needs.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Executive
Pakistan Telecommunication Company Ltd.
05.2016 - 08.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Complaint management regarding PTCL products and services and ensure timely resolution with in the prescribed TAT.
Education
Accounts And Finance
University of The Punjab
Rawalpindi, Punjab, Pakistan 04.2001 -
Skills
Report writing
Emergency response coordination
Court appearances
Teamwork and collaboration
Professionalism
Written communication
Timeline
Universal Services Officer
MCB Bank Ltd.
11.2020 - Current
Senior Customer Service Executive
Pakistan Telecommunication Company Ltd.
09.2018 - 09.2020
Customer Service Executive
Pakistan Telecommunication Company Ltd.
05.2016 - 08.2017
Accounts And Finance
University of The Punjab
04.2001 -
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