Saeed Waqar

Experience

• 

  Millenium Engineering Pvt Ltd

  Oct 2011 - Apr 2012

  Accounts Officer
• 

  Allied Bank Limited

  Jan 2012 - Aug 2019

  • Ensure smooth operation of affairs, and respective team management.• Coordinates with relevant departments for any query/ customer problem.• Ensure High self-knowledge on all products & processes and keep one self-updated.• Maintain and achieve the standard of Courtesy, Accuracy and Call Handling Skills for the Team.• Prepare performance reports/ trend analysis of Phone Banking with critical root cause analysis on process gaps.• Man power management (Resource allocation)• Prepare Daily / Weekly MIS’s e g. Call Volume; Service Level Reports.• Customer recycles management (Retention)• To conduct Telephonic Customer Satisfaction Surveys& Mystery Shopping on Product knowledge• To prepare and share the findings of monitoring highlighting the process Gaps / areas of improvement with suggested action plan and recommendation in order to develop the product.• Manage and resolve all customer complaints &meeting customer expectation of superior services• Training to new inductees• UAT & GAP analysis for new solution• Vendor management Show less

  • Floor Supervisor at Allied Bank Limited

    Oct 2014 - Aug 2019

  • Phone Banking Officer

    Jan 2012 - Sept 2014
• 

  HBL - Habib Bank Limited

  Aug 2019 - now

  • Inbound Manager - CX - Retail Banking @HBL

    Jan 2023 - now

  • Team Leader Inbound Contact Center

    Aug 2019 - Jan 2023