Muhammad Arshad Khan Email & Phone Number

Lahore, Punjab, Pakistan

• Develop objectives for the call center’s day-to-day activities• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)• Assume responsibility of budgeting and tracking expenses• Hire, coach, and provide training to personnel to maintain high customer service standards• Monitor and improve ordering, telephone handling, and other… Show more • Develop objectives for the call center’s day-to-day activities• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)• Assume responsibility of budgeting and tracking expenses• Hire, coach, and provide training to personnel to maintain high customer service standards• Monitor and improve ordering, telephone handling, and other procedures • Evaluate performance with key metrics (accuracy, call-waiting time, etc.)• Prepare reports for different departments or upper management Show less

Karachi

• Managing Inbound & Outbound Contact Center, Cards Maintenance & Merchant Acquiring (New Merchant setup & maintenance / E-Commerce setup), Cards production, Repayment Processing / ASU (Archiving and Scanning) Units’ activities, ensuring adherence of approved policy & procedures.• Ensure that customer related complaints are addressed proactively and as per TAT given by regulator / Bank. By setting guidelines to achieve maximum customer satisfaction.• Ensure business continuity by… Show more • Managing Inbound & Outbound Contact Center, Cards Maintenance & Merchant Acquiring (New Merchant setup & maintenance / E-Commerce setup), Cards production, Repayment Processing / ASU (Archiving and Scanning) Units’ activities, ensuring adherence of approved policy & procedures.• Ensure that customer related complaints are addressed proactively and as per TAT given by regulator / Bank. By setting guidelines to achieve maximum customer satisfaction.• Ensure business continuity by reinforcing control environment and compliance processes• Liaison with all business units for new product launch with reference to new policies, guidelines and procedures to ensure complete service / compliance at all levels. In addition also ensure satisfactory audit report for both internal & external audit, including IT/IS • To maintain MIS that reflects key aspect regarding individual productivity and departmental controls• To drive the team towards achieving the business growth. Also to coach, mentor, train and develop teams for potential back-up and have a succession plan. Show less

Lahore

• To successfully operate customer contacts of the management site and manage both the material and human resources.• To clearly communicate and establish all client strategies and orders to the various site teams at all the levels.• To provide feedback regarding operation of the site that includes budgeting, performance management, goal setting, company procedure and policy and monitor overall company and client performance that will provide successful results.• To support both the… Show more • To successfully operate customer contacts of the management site and manage both the material and human resources.• To clearly communicate and establish all client strategies and orders to the various site teams at all the levels.• To provide feedback regarding operation of the site that includes budgeting, performance management, goal setting, company procedure and policy and monitor overall company and client performance that will provide successful results.• To support both the Client Logic and Clients in achieving quality, service and goals for contribution.• To demonstrate sound management of fiscal policies to achieve profitable goals in a profit centered environment.• To implement operating systems, procedures and policies inside the site that includes its implementation, development, and improvement in order to achieve overall goals of the business.• To provide leadership & management to the associates.• To seek to achieve all-round satisfaction of associates.• To ensure training and up gradation of the supervisors and trainers. Show less

Lahore

• Looking after Consumer Business in International Operations: Afghanistan / Bangladesh• Looking after all quires related Cards Business / Acquiring Merchant Business / E-Banking (ATM’s) and Call Center (Bangladesh). Also look after all IT related issues. • Working on Vision Plus (CMS) Card Management System.- Successfully completed Visa certificating for Debit Cards Afghanistan.

Dhaka - Bangladesh

• In 2005 commenced its operation in Bangladesh. • A responsibility include Consumer banking, Cards/Acquiring Business / Operations and Call Center• (2009) Successfully complete the Set up of new Consumer Center in Dhaka Bangladesh.- Successfully (soft) launch Credit Cards and LIVE with Visa.- Successfully complete all certification and testing with Visa on time.- Hiring of staff related all departments of Cards and Acquiring Business.-… Show more • In 2005 commenced its operation in Bangladesh. • A responsibility include Consumer banking, Cards/Acquiring Business / Operations and Call Center• (2009) Successfully complete the Set up of new Consumer Center in Dhaka Bangladesh.- Successfully (soft) launch Credit Cards and LIVE with Visa.- Successfully complete all certification and testing with Visa on time.- Hiring of staff related all departments of Cards and Acquiring Business.- Successfully done the Settlements / Reporting with Visa. Show less

Rawalpindi - Pakistan

• Manager Consumer Center Rawalpindi Pakistan• Manage activities of Cards Operations / Cards Business, NAS, RMU/FMU, CRU, DRU, Authorizations, CS, H.R, Admin & Establishment, , Loyalty & Rewards, Collection/Recovery, Item processing and Acquiring Merchant Sales/Operations.• Working on Card Pro Credit Card System (CMS) ver.4.0

Islamabad - Pakistan

• (Bank Cards (ATM’s), American Express, Visa/Master Cards) • Acquainted with JCB, BACONNECT, CHARGE, DEBIT/CREDIT, CHECK and ATM cards.• Monitoring of suspicious activity in retail transactions to detect fraud.• Identification of risk areas and monitoring of front-end risk activities• To ensure mitigation of risks while delivering high quality end-service.• Responsible for ensuring compliance with internal bank policies as well as State Bank of Pakistan’s… Show more • (Bank Cards (ATM’s), American Express, Visa/Master Cards) • Acquainted with JCB, BACONNECT, CHARGE, DEBIT/CREDIT, CHECK and ATM cards.• Monitoring of suspicious activity in retail transactions to detect fraud.• Identification of risk areas and monitoring of front-end risk activities• To ensure mitigation of risks while delivering high quality end-service.• Responsible for ensuring compliance with internal bank policies as well as State Bank of Pakistan’s regulations • Maintaining satisfactory audits ratings. • To emphasize & demonstrate the skills of KYC (know your customer) Show less

Islamabad - Pakistan

• Bank of America NA is incorporated with USA.• Job responsibilities were the same as described above for Union Bank Ltd.