Chetan Kumar Email & Phone Number

Karachi

Major responsibilities:• Responsible for handling and managing the Campaign for ATM hotline.• Training and development of Team Leaders and Phone Banking Officers.• Special Task Assigned for the generating Sales over inbound calls of Banc assurance Products.• Monitoring of Calls Evaluation for Outbound calls for Banc assurance Products.• Developing call scripts and Process flow for new products.• Time handling and coordinating with the Quality Assurance Division in terms of calls quality.

Karachi

Major Responsibilities• Assisting Head of Service Management in different projects.• Formulation of a new department of Internal Control in order to audit the Service Management departments.• Monitoring of Contact centre expenses on a monthly basis.• Coordinating with the Vendors such as Wavetec and ZRG for system implementation.• Dashboard reporting of Consumer and Service Management on a regular basis.• Arranging meetings and keeping strong follow ups with the support units.

Summit Plaza, Karachi

Major Responsibilities• Responsible to Process World Check of all new Account opening forms and to maintain its MIS on a daily basis• Responsible to send the World Check MIS on a daily basis to the Compliance Head and saving files of World Check on daily basis into working Folder.• External Correspondence of FIA, FBR, NAB and State Bank of Pakistan, includes marking caution to the accounts, coordinating with the branches and to maintain records for the same.• Preparing Currency Transaction Report on a weekly basis and coordinate with the FMU Dept.• Timely responding of the all FMU queries as per their requirements.• To verify the Black listed accounts from OFAC and to provide approvals for the same.• Updating OFAC list as per requirements.• Verifying and providing approval to the Home • • • Remittance Transaction from the AML List.• Assisting AML unit head while maintaining all the record of the AML unit.

Major responsibilities:• Conducts quality reviews and perform surprise visits of branches in area of responsibility as per defined targets.• Preparing Quality Check Reports with feed back of Branch Visits on a Monthly basis.• Monitoring the Telephonic Timeliness and Effectiveness on a regular basis of the branches nationwide along with the Support Units• Prepares monthly Internal Service Measures reports • Trains and coaches segments in area of responsibility on regular and newly launched products• Ensure and arrange Monthly Service Meeting, preparing Quiz in order to refresh the product knowledge and enhance the skills of customer satisfaction to the Customer Relationship Officers.• Assist Regional Service Quality Manager & Head Of Service Management on special projects.• Maintaining monthly MIS on Trainings held in all area of Service and Quality nationwide.• Conduct regular system training for CRO/CRM and Telephone Operators.• Maintain records of Branch Visits and other Service and Quality Expenses.• Coordinating with the vendors regarding the system for Wave tec • Coordinating with support departments in order to solve branch issues (Administration, Finance, Information Technology and Human Resource) as per requirements.• Maintain Leave Record for Service Quality.• Worked as a Training Manager for CRMs and CROs. • Worked on Customer Call Back Address confirmation Project for Service Quality. • Worked as a back up for Problem Resolution Unit.

Major Responsibilities :Call Evaluations and discussing with the associate Phone BankerCapacity Planning , Forecasting and SchedulingConducting Team Meetings and HurdlesMonitoring Customers ATM Transaction and ATM Terminal Monitoring nationwideAssisting the Assistant Contact Center Manager in special ProjectsPreparing and Supervising the ATM monitoring reports on a daily basis.Monitor and prepare Service Level reports.Responsibilities as a Phone Banking OfficerEntertaining customer queries, complaints, requestsTransfer of fund between accounts.Activation of ATM card, Generating of ATM and TPIN for the customer.Registering of complaints + regular follow-ups.Taking requests of Stop Payment, balance certificates, reference certificates, internal transfer, third party Transfer, and Card Payments

Responsibilities :Supporting and Serving a base of 2 Millions Customer all across the countryDirect Dealing with the Post Paid and Prepaid Customers over the phone regarding their queries and direct instruction such as blocking and unblocking the number on payment, commitments etc.Dealing with the cases of change of SIM cards issued throughout Pakistan from the service centers and franchises

Direct dealing with the customers on Deposits and Withdrawal of Cash.Authorizing Inward & Outward Clearing (Local)Supervisor – Cash Counters, ATM Cards, Cheque Books & Pay Order

Responsibilities : Member of TSF maintaining committee.Dealing with banking products and dealing with banking transactions (Directly dealing with customer queries regarding Banking).Maintaining a good relationship between bank and the customer.Credit card Services (Dealing with all the various queries as well as transaction related to credit cards i.e. American Express Credit Cards, Blocking of lost card, cancellation of cards, correction of embossing of errors, activation, exposure amounts enhancements, statement generations, redemption of reward points, change of address and Booking items in the extended payment plan.

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Bachelor Of Commerce (B.Com.), 2Nd Division

Intermediate (Commerce), 2Nd Division

Matriculation, Business/Commerce, General, 1St Division