Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Asfa Adil

Karachi

Summary

Accomplished Senior Business Analyst at HBL, adept in data analysis and visualization, and process optimization. Leveraged business acumen and problem-solving skills to enhance operational performance, achieving significant milestones. Proven track record in developing business solutions and fostering stakeholder relationships, ensuring project success and continuous improvement.

Overview

19
19
years of professional experience

Work History

Senior Business Analyst

HBL
Karachi
07.2014 - Current
  • Collaborate with stakeholders to identify, analyze, and document business needs and objectives
  • Develop comprehensive business cases, including cost-benefit analysis and risk assessment
  • Proactively identify areas for improvement and recommend innovative solutions
  • Lead the end-to-end lifecycle of projects, from requirements gathering to deployment
  • Act as a liaison between business units, IT teams, and external vendors to ensure seamless project execution
  • Provide strategic direction for cross-functional teams to achieve project milestones
  • Conduct detailed data analysis to uncover trends, performance metrics, and actionable insights
  • Develop and maintain dashboards, reports, and presentations for key stakeholders
  • Utilize data modeling techniques to identify and solve complex business problems
  • Analyze current workflows and business processes to identify inefficiencies
  • Design and implement improved processes to enhance operational performance
  • Establish KPIs and track progress to ensure continuous improvement
  • Build and maintain strong relationships with key stakeholders across the organization
  • Facilitate workshops, meetings, and presentations to ensure stakeholder alignment
  • Translate technical concepts into non-technical terms for diverse audiences

Team Lead –Complaint Resolution Unit

HBL
Karachi, Pakistan
05.2010 - 06.2014
  • Led a team of complaint resolution officers, ensuring efficient handling and resolution of customer complaints.
  • Supervised daily operations, monitored performance metrics, and provided guidance to team members to achieve departmental KPIs.
  • Conducted root cause analysis of escalated complaints to identify systemic issues, and implement corrective measures.
  • Fostered a customer-centric culture by coaching team members on effective communication and problem-solving techniques.
  • Collaborated with cross-functional departments to streamline complaint resolution processes, and improve customer satisfaction.
  • Developed and maintained detailed reports on complaint trends and team performance for senior management review.
  • Ensured compliance with regulatory standards and organizational policies during complaint handling and resolution.

Phone Banking Officer

HBL
Karachi, Pakistan
01.2006 - 04.2010
  • Provided exceptional customer service by addressing inquiries, resolving issues, and offering tailored banking solutions over the phone.
  • Assisted customers with account-related services, including balance inquiries, fund transfers, and transaction details.
  • Educated customers on banking products, services, and digital solutions to enhance user experience.
  • Handled a high volume of inbound and outbound calls, ensuring timely and professional resolution of customer concerns.
  • Processed service requests efficiently while adhering to strict security and compliance protocols.
  • Maintained accurate records of customer interactions, and escalated unresolved issues to relevant departments.
  • Consistently achieved performance metrics, including customer satisfaction scores, and call resolution times.

Education

Master - IR (International relation)

University of Karachi
Karachi

Bachelor of Commerce - (B.Com)

Govt Premier Girls College
Karachi

Intermediate in Commerce - H.S.C

H.R.H Agha Khan College
Karachi

Matriculation - S.S.C

Children Paradise College
Karachi

Skills

  • Business Acumen
  • Data Analysis and Visualization
  • Statistical analysis
  • Database Management and Data Cleaning
  • Problem Solving
  • Process Optimization
  • Business solutions development
  • Process mapping

Accomplishments

  • Service Champion Award and Certificate of Appreciation for outstanding performance and customer service.
  • Recognized with incentives for consistent support, commitment, and meeting/exceeding targets.
  • Developed multi-tasking skills, successfully managing both Customer Service and Business operations.
  • Gained significant personal growth in a fast-paced environment, demonstrating adaptability and resilience.

References

References available upon request.

Timeline

Senior Business Analyst

HBL
07.2014 - Current

Team Lead –Complaint Resolution Unit

HBL
05.2010 - 06.2014

Phone Banking Officer

HBL
01.2006 - 04.2010

Master - IR (International relation)

University of Karachi

Bachelor of Commerce - (B.Com)

Govt Premier Girls College

Intermediate in Commerce - H.S.C

H.R.H Agha Khan College

Matriculation - S.S.C

Children Paradise College

Similar Profiles

CREATE PROFILE
Asfa Adil