Mudassar Sultan Email & Phone Number

Pakistan

Lahore

Lahore, Punjab, Pakistan

Lahore

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.

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.

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

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)

• 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.

Master'S Of Banking And Finance, Banking And Finance, Cgpa 3.34

Bachelor Of Arts (Ba), Economics