Mudassar Sultan

Mudassar Sultan Email and Phone Number

Sr. Manager Customer Experience Branch Banking @ MCB Bank Limited
Pakistan
Mudassar Sultan's Location
Pakistan, Pakistan
Mudassar Sultan's Contact Details

Mudassar Sultan work email

Mudassar Sultan personal email

n/a
About Mudassar Sultan

Results-driven leader with extensive experience in customer services, up-selling, business operations, business process improvement, relationship management and team building.• Outstanding performer in target oriented and highly competitive industry with a knack for creating competitive

Mudassar Sultan's Current Company Details
MCB Bank Limited

Mcb Bank Limited

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Sr. Manager Customer Experience Branch Banking
Pakistan
Website:
mcb.com.pk
Employees:
14344
Mudassar Sultan Work Experience Details
  • Mcb Bank Limited
    Sr. Manager Customer Experience Branch Banking
    Mcb Bank Limited
    Pakistan
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  • Mcb Bank Limited
    Sr. Manager Service Qualiy Branch Banking
    Mcb Bank Limited Jul 2024 - Present
    Lahore
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  • Mcb Bank Limited
    Sr. Manager Complaint Resolution Unit
    Mcb Bank Limited Dec 2021 - Aug 2024
    Lahore, Punjab, Pakistan
    View
  • Mcb Bank Limited
    Sr. Officer Mis At Compliance & Controls Group
    Mcb Bank Limited Apr 2018 - Dec 2021
    Lahore
    View
  • Allied Bank Limited
    Mis Officer
    Allied Bank Limited Jan 2018 - Mar 2018
    Lahore
    Leading the phone banking “management reporting function” with an objective of delivering planned reports on target Responsible to deliver ad-hoc tasks to management to meet SBP, compliance and audit requirements in terms of data and reporting.Contact center data maintenance in terms of performance reports, Adherence record and Capacity planning. Maintain contact center staff roster that best suit call center needs.Payroll inputs to HR team of contact center staff with respect to incentive, duty allowance and unpaid data.Track call volume trends and provide structured analysis for call center forecasting, capacity planning.
    View
  • Allied Bank Limited
    Supervisor Phone Banking
    Allied Bank Limited Jan 2017 - Dec 2017
    Lahore
    Responsible for providing leadership to Phone Bankers in terms of setting up attainable objectives/targets and providing a strategic direction based on performance matrix.Coordination and interaction with other units of the bank to resolve customers complaints.Conducting training sessions and refreshers for product changes and promotions.Quality assurance of call center communication and services by giving sessions on processes and procedure.Supervise Allied Web Chat service. Circulation of roster of Phone Banking Staff keeping track of absenteeism and capacity planning.Preparation of daily and monthly reports of call center for management.Supervise all outbound operations of call center, communication with other banking units for complaint resolution and customer interactions.
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  • Warid Telecom
    Sr.Executive Customer Experience Managment
    Warid Telecom May 2016 - Dec 2016
    Lahore
    • Identifying customer’s needs and expectations through customer journeys• Using research, insight and business information to generate initiatives and proposals that elevate customer experience• Call Center De-grow (Call & Complaints)• Conducting NPS & action plan• Constantly reviewing and measuring the customer journey and delivery along it, observing where service or experience can be improved • Owning the entire customer journey, on line and off line. Working across the organization to improve the experience and deliver a world class experience • Collate the raw ideas, and take these ideas from concept through the full deployment • Work in close collaboration with other internal teams to identify and prioritize customer experience projects
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  • Warid Telecom
    Supervisor Outbound Team (Sr.Executive)
    Warid Telecom Jun 2014 - Apr 2016
    Lahore
    Supervisor Outbound/Project Managment-Supervise all outbound operations-Ensure all tasks closed within Turnaround time-Maintain Service Level-Introduce & Supervise new campaigns to increase Revenue/Customer experience-Portal Development for each Outbound Project-Reporting and Data Analysis of each campaign/Project-SIM Stock Managment -Managing Retailer Biometric Devices across Pakistan(Record Keeping/Error Reporting)-Provide solution to all channels facing issue in Biometric devices.-SIM delivery managment(End to End operations, Courier/Customer, Courier Invoice & sim stock Reconciliation)-Supervisor MNP Retention Team-Worked with Automation Team for process automation to run outbound operations smooth.(Auto Task & Data assignment etc)
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  • Warid Telecom
    Csr
    Warid Telecom Feb 2009 - May 2014
    • Handling calls from the customers with an objective of providing first call resolution.• Performed shift duties on all the call center queues, i.e., Prepaid, Postpaid, Nadra Verification, Employee and Retailer queues.• Attended various trainings and workshops about customer handling skills.• Received Best CSR Award multiple times • Worked as key team player in MNP retention team.• Monitored service tickets and ensured that they are closed within turnaround time (TAT).• Maintained customer centricity in all initiatives and interactions, always putting the customer first.
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Mudassar Sultan Skills

Customer Retention Office Administration Interviews Stock Management Floor Management Customer Satisfaction Customer Experience Team Management Team Leadership Customer Service Management Telecommunications Teamwork Call Centers Training Contact Centers Time Management Project Planning Team Building Vendor Management Customer Relationship Management Microsoft Office

Mudassar Sultan Education Details

Frequently Asked Questions about Mudassar Sultan

What company does Mudassar Sultan work for?

Mudassar Sultan works for Mcb Bank Limited

What is Mudassar Sultan's role at the current company?

Mudassar Sultan's current role is Sr. Manager Customer Experience Branch Banking.

What is Mudassar Sultan's email address?

Mudassar Sultan's email address is mu****@****tel.com

What schools did Mudassar Sultan attend?

Mudassar Sultan attended University Of Veterinary And Animal Sciences, University Of The Punjab, Lahore.

What skills is Mudassar Sultan known for?

Mudassar Sultan has skills like Customer Retention, Office Administration, Interviews, Stock Management, Floor Management, Customer Satisfaction, Customer Experience, Team Management, Team Leadership, Customer Service, Management, Telecommunications.

Who are Mudassar Sultan's colleagues?

Mudassar Sultan's colleagues are Nadeem Shehzad, Shahzadi Fatima, Atif Riaz, Abid Roy, Pardeep Kumar, Saad Langah, Qamar Khan.

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