Dear Hiring Manager,
In response to the job posting on your website, I am enclosing herewith my profile for your perusal and consideration.
I hold a Masters Degree in Business Administration and have been associated with Service Industry for the last 8 years with Service and Quality Assurance, Customer Services, Team Management, Training and Development, Cross Selling and Hotel Management as my core competencies. My credentials certainly fulfill the requirement for this job.
Presently, I am working with Al-Meezan Investments as Service Quality Manager. Developing Service Quality policies, procedures and getting it implemented across the organization is my core job responsibility. During this period, I have contributed in generating new ideas for improved customer satisfaction by initiating Branch Quality Checks to ensure that high quality services are being offered. I have also initiated Customer Satisfaction Survey program to gauge Net Promoter Score (NPS).
I have an edge as I am good at both, working as a team player and leading a team, due to which I have worked as a Team Manager for 4.5 years at Faysal Bank in Customer Services unit. I was in charge of a team of around 15 people reporting directly to me. In addition to this, I was responsible for managing the entire call centre operations which included staff capacity planning, management of service levels, ensuring proper provision of information to customers, assisting team(s) in reducing financial errors,evaluating calls and providing timely feedback to maintain Quality standards. I have also assisted in conducting multiple UAT’s for the launch of new CRM system.
Furthermore, I have also worked in the domain of Service Quality at Faysal Bank for 3 years. I was responsible for conducting different Quality checks to ensure that all the units are complying by the defined KPI’s set by the management. During this period, I was also involved in various technological projects, which includes successful initiation and implementation of online Customer Satisfaction Survey which is available on company’s official website.
Moreover, I am a certified Faysal Bank trainer for providing training on Soft Skills, Service Excellence and System Handling. I also conduct similar training programs at my current job as well to enhance Quality and performance of employees. I have sound knowledge of analyzing data, preparing reports and formalizing presentations.
In case my credentials meet your requirements, I will be pleased to appear for an interview.
Sincerely,
Waqas Ahmed
| Last Resume Update | November 13, 2017 |
| Address | Karachi, Pakistan |
| Locked | |
| Phone Number | Locked |
Experience
Manager Service Quality
To develop Service Quality policies and procedures in compliance with SECP guidelines.
To ensure that Service Quality standards are followed throughout the organization.
To ensure that fundamental service processes are delivered with consistency / conformance.
To provide Service Excellence trainings to Nationwide branch networkw.
To monitor the health of countrywide branches.
To ensure that fair treatment of customer policy is maintained at all levels.
To conduct Mystery Shopping program countrywide.
To develop customer journey mapping program and ensure that maximum satisfaction level is achieved.
To ensure that all the processes are followed as per ISO standards.
Continuous monitoring of processes and re-engineering of processes when required.
To conduct voice of customer program in order to check the NPS of customers
To conduct monthly service audit
Assistant Manager Service Quality
To establish policy guidelines with regard to Service Quality for Conventional & Consumer Banking.
To develop a framework wherein Service Quality programs and activities are managed through standard operating procedures that are in compliance with regulatory requirements (if applicable).
Monitoring end to end life cycle of consumer products (Credit Card, Personal Loan, Running Finance, Autos, Mortgage)
To conduct Branch spot checks for South region.
To monitor defined KPI’s set for Branch network in order to maintain the service level standard.
To keep continuous coordination with Branch network for service improvement & to assist in resolving their issues.
To conduct voice of customer to improve services.
To provide training for boosting Sales and Customer Retention to Nationwide branches.
Monitoring of complaint management unit.
Monitoring Wealth Management Product cycle.
To conduct mystery shopping for PAN Pakistan branches.
To monitor and evaluate the performance of Business Development department for cross selling.
To conduct Service Clinics and provide feedback to the Regions for service efficiency
Education
MBA