Objective
To obtain a position within a reputed organization which could provide me with an environment
to nurture my professional growth and enable me to augment my skills and utilize my abilities
for the benefit of the organization.
Work Experience
H AND H SERVICES Dubai, U.A.E. (Feb’18– Present)
Business Development Executive-Customer Services
❖ Translate and edit business documents clearly and accurately with the highest
quality.
❖ Discuss translation requirements and co-ordinate with clients regarding their
needs.
❖ Produce translation directly in MS PowerPoint and accurately with the highest
quality.
❖ Responsible for preparation of all Day, Monthly reports with accuracy.
❖ Monitor and maintain and update the terminology guidelines to ensure copy is
consistent and accurate.
❖ Responding promptly to client inquiries.
❖ Keeping records of client’s interactions, comments and complaints.
❖ Attend client meetings with case team when necessary to discuss translation
projects and answer questions.
❖ Communicate with external translation companies regarding outsourced work.
❖ Work closely with the content team in performing various translation
assignments for the company as required.
❖ Ensure client satisfaction and provide Professional client support.
MCB Bank Karachi, Pakistan (Jan’08 – Sep’08)
Customer Service Executive (Phone Banking)

❖ Researched and identified market prospects and targets.
❖ Make contact and sales; by telephoning, meeting or attending relevant events
in order to make contact with potential clients.
❖ Assessed prospective and assigned customer’s current and potential needs,
determining appropriate products.
❖ Scheduled and arranged for new client appointments and calls.
❖ Prioritized sales services and achieved new client acquisition goals.
❖ Develop and implemented strategies for new business by penetrating existing
clients/market and ensuring retention of existing business.
❖ Interact with customers to provide and process information in
response to inquiries concerns and requests about products and
services.
❖ Take ownership of customers issues and follow problems through to resolution
Research, prioritize and resolve customer issues in timely and accurate
manner.
❖ Keep records of customer’s interactions and transaction recording details of
Inquiries, complaints and comments as well as actions taken.
❖ Meeting with other managers to discuss possible improvements to customer
services.
❖ Analyzing key management information to see how well customers are being
served.
❖ Keeping up to date with developments in customer services.
ADDITIONAL RESPONSIBILITIES
MIS CO-ORDINATOR
❖ Generate and distribute management reports in accurate and timely manner.
❖ Support sales representatives and coordinate sales-related activities within
company.
❖ Responsible for preparation of all Day, Weekly, Monthly reports with accuracy.
❖ Prepares reports by collecting, analyzing and summarizing sales data.
❖ Provide strong reporting and analytical information support to management
team.
❖ Maintaining a positive, empathic and professional attitude towards customers
❖ Aggressively follow up with clients and sales team for getting things done as
per timeline.
❖ Keeping records of customer’s interactions, transactions, comments and
complaints.
❖ Pursuing with clients for figures verifications and confirmation of products.
❖ After sales and service coordination between sales and clients.
❖ Ensure customer satisfaction and provide Professional customer support.
Bank Al Falah Limited Karachi, Pakistan (August’06 – Nov’07)
Customer Service Executive (Phone Banking)
❖ Identifying opportunities and developing new customer through
networking, referrals, company, lead generation and cold calling.
❖ Build new business by prospecting and making cold calls and site visits.
❖ Handle and resolve respond promptly to customer inquiries.
❖ Communicate and co-ordinate with internal departments.
❖ Providing customer services for selling cross selling products
❖ Investigating and solving customer’s problems.
❖ Providing information to the customers resolving their problems.
❖ Obtain and evaluate all relevant information to handle product and service
inquiries.
❖ Follow up to ensure that appropriate actions were taken on customers’
requests. Refer unresolved customer grievances or special requests to
designated departments for further investigation.
❖ Assisting in sales or getting hold of potential customers by answering product
and service questions, pitch any new product or service the company may be
provided.
❖ Letting the customer know the cause of the problem and resolving the same
with adequate information and help.
❖ Providing the best solution to solve a problem; rectifying, adjusting and also
following up to ensure proper resolution.
CITIBANK N. A. Karachi, Pakistan (Dec'04 – July’06)
Customer Service Executive-Telesales(Credit Cards,Supplementary
Cards,Co-brand Cards,Personal loan,BTF,Wallet Insurance)
❖ Identified new customers and sell additional products or services to existing
customers.
❖ Target existing customers to sell various products and facilities and provide
all required documents.
❖ Prospecting for new customers through leads and other means for
maximizing lead generation.
❖ Make contact and sales; by telephoning, meeting or attending relevant events
in order to make contact with potential clients.
Providing complete consultancy and solution against the problems facing
customers, for the branch banking product.
❖ Customer retention by solving their problems, the requirement, and the need
of the customer.
❖ To resolve customer’s queries online, regarding Branch Banking, Credit Cards,
personal loans, cash transfer facilities, balance transfer facilities.
❖ Selling of products like E-cards, Basic/Supplementary Cards, Insurance and
Personal Loans.
❖ Managing customers relations, customer retention and after sales services.
❖ To deliver a level of service that exceeds our customer’s expectations.
❖ Managing customer relations and providing consultancy services.
CITI BANK N.A. Karachi, Pakistan (Sept’01 – Nov’04)
Customer Loyalty Executive– Sales And Retention Of Credit Cards
❖ Minimizing the credit cards attrition in the market by retaining and convincing
attired customers.
❖ Achievement of Customer acquisition and revenue target.
❖ Achieving monthly sales targets and acquiring new customers through selling
of our cards products via defined channels of acquisition.
❖ Researches and understands prospects before making the call.
❖ Set appointments, listen to customer needs and sell most appropriate product.
❖ Tracking and reporting sales performance including pipeline, acquisition
results and market conditions.
❖ Ensured all performance standards are met via business target and
compliance.
❖ Retaining selective customers by offering souvenirs.
❖ Reporting to the Dispute Resolution Unit (DRU), either the transaction sorting
out against proper execution.
❖ Engaged with premium customers to build relationship, and delivering a
positive customer experience while acquiring a new customers
CITI BANK N. A. Karachi, Pakistan
MIS Co-coordinator
❖ Sales reporting to the Line Managers and Accounts Department.
❖ MIS Controlling for sales, incentives, salaries for the branch staff.
❖ Develops MIS documentation to allow for smooth operations.
❖ Perform data analysis for generating reports on periodic basis.
❖ Develop MIS system for internal communication.
❖ Incentive Calculation for individuals.
❖ Direct reporting to MIS Control Department.
Education
Courses Attended
❖ Attended following Citibank courses & training sessions.
❖ Exceeding customer expectations every day.
❖ Effective communication skills.
❖ Completed intensive training on Citibank’s software for Credit Card customer’s
queries being used globally by Citibank N.A.
Professional Qualifications
MBA – Masters of Business Administration (Marketing)
Preston Institute of Management Science & Technology
BCS – Bachelor in Computer Science
Preston Institute of Management Science & Technology
Educational Qualifications
HSC St. Joseph’s College, Karachi.
SSC Ali Ali Boys/Girls Secondary School, Karachi
Brand Management
❖ International Marketing
❖ Sales Management
❖ Integrated Marketing Communication
❖ Marketing Management
❖ Strategic Management
Computer Skills
❖ Have complete hands on experience of working on windows environment and
using Word, Excel & Power Point.
❖ Cisco Certified Network Associate (CCNA) Diploma.
Certification
❖ Surprise award winner as of the best CLU officer for the month of March’02,
April’02, August’02, February’03, August’03, March’03 & July’03.
❖ 2nd Award winner in the E-mail initiative promotion.
❖ 2nd Award winner in Balance transfer campaign.
References
Will be furnished on request