Lubna Mateh
Customer Service Representative
Rawalpindi,Punjab
Summary
Seeking an accountable and challenging position in a dynamic and progressive organization. Committed to achieving mutual goals and excellence, aiming to demonstrate worth to an organization that values and appreciates talents.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Officer
Bank Mukarmah Limited
06.2021 - Current
- Greeted customers with enthusiasm and professionalism.
- Addressing customer queries about products and services.
- Indoor marketing of products and services.
- Provide guidance to customers over telephone.
- Assist Customer in Branch about Clearing, Transfers & Remittances.
- Handling customer's complaints & grievances and convey the same to the concerned branch officials.
Business Development Officer
First Women Bank Limited
07.2019 - 10.2019
- Developed strategic plans to enhance new business opportunities.
- Built relationships with colleagues to facilitate teamwork, cooperation and success.
Personal Banking Officer
Summit Bank
02.2018 - 03.2019
- Identified opportunities for cross-selling products, resulting in higher revenues for the bank.
- Developed strong relationships with customers, leading to increased loyalty and repeat business.
Education
Master Of Arts - Master of Arts
Sargodha University
Sargodha 01.2018 - 04.2020
B.B.S. - Business Administration
Fatima Jinnah Women University
Rawalpindi 01.2014 - 04.2016
B.Com - Commerce
University of Punjab
Lahore 01.2010 - 04.2012
I.Com - Commerce
Board of Intermediate and Secondary Education
Rawalpindi 01.2009 - 04.2010
Matric - Science
Board of Intermediate and Secondary Education
Rawalpindi 01.2007 - 04.2008
Timeline
Customer Service Officer
Bank Mukarmah Limited
06.2021 - Current
Business Development Officer
First Women Bank Limited
07.2019 - 10.2019
Personal Banking Officer
Summit Bank
02.2018 - 03.2019
Master Of Arts - Master of Arts
Sargodha University
01.2018 - 04.2020
B.B.S. - Business Administration
Fatima Jinnah Women University
01.2014 - 04.2016
B.Com - Commerce
University of Punjab
01.2010 - 04.2012
I.Com - Commerce
Board of Intermediate and Secondary Education
01.2009 - 04.2010
Matric - Science
Board of Intermediate and Secondary Education
01.2007 - 04.2008
Professional Training And Courses
- Branch Banking Operations (3 days)
- Customer Services
- Women Entrepreneurship Training (FJWU)
- Entrepreneurship Volunteers Appreciations Certificate
- Anti-Money Laundering & Suspicious Transactions
- Professional Grooming
- Business Communication
- Service Excellence
- Team Building
- Six Thinking Hats
- Operational Risk Management
- ATM operations Management
- Fraud & Forgery Trend & Command & Control
- Audit & Compliance
Professional Experience
Bank Mukarmah Limited, 01/01/21 to present, Customer service officer, Summit Bank, 02/23/18 to 03/18/19, Personal Banking Officer, First Women Bank Limited, 07/30/19 to 10/31/19, Business Development Officer, Peal Valley International School Rawalpindi, One year, Lecturer, English School of Kalba UAE, One year, Lecturer
Job Description And Key Responsibilities
- Customer greeting / welcome.
- Handling queries over telephone.
- Balance Confirmation.
- Documentation guidance related to account opening.
- Addressing customer queries about products and services.
- Indoor marketing of products and services.
- Guide Customers about Mobile Banking, Internet Banking.
- Provide guidance to customers over telephone.
- Assist Customer in Branch about Clearing, Transfers & Remittances.
- Keep liaison with customer to achieve Cross sell Targets.
- Gather all necessary printed literature regarding Bank products & services.
- Provide printed literature to customers when they request.
- Handling customer's complaints & grievances and convey the same to the concerned branch officials.
- Help customers in opening of Account as SBP & Bank Mandate Policies.
- Help customers in filling up the forms, Deposit slips, ATM Claim & Dispute Transaction reversal.
- Look after the outlook of the branch premises.
Professional Training And Courses
- Branch Banking Operations (3 days)
- Customer Services
- Women Entrepreneurship Training (FJWU)
- Entrepreneurship Volunteers Appreciations Certificate
- Anti-Money Laundering & Suspicious Transactions
- Professional Grooming
- Business Communication
- Service Excellence
- Team Building
- Six Thinking Hats
- Operational Risk Management
- ATM operations Management
- Fraud & Forgery Trend & Command & Control
- Audit & Compliance
Job Description And Key Responsibilities
- Customer greeting / welcome
- Documentation guidance related to account opening.
- Addressing customer queries about products and services.
- Indoor marketing of products and services.
- Provide guidance to customers over telephone.
- Assist Customer in Branch about Clearing, Transfers & Remittances.
- Handling customer's complaints & grievances and convey the same to the concerned branch officials.
Professional Training And Courses
- Branch Banking Operations (3 days)
- Customer Services
- Women Entrepreneurship Training (FJWU)
- Entrepreneurship Volunteers Appreciations Certificate
- Anti-Money Laundering & Suspicious Transactions
- Business Communication
- Operational Risk Management
- Audit & Compliance
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