Mehwish Hamza

Work History

Allied Bank Ltd

09.2017 - Current

Be updated on policy, procedure, SOPs of Service Standards & Quality
Review Existing SLA’s with other financial departments and provides
Recommendations for improvement
Prepare new SLA’s as per requirement with initiation of new projects/SOPs
Evaluate calls and complete daily target of call monitoring as defined in SOP
Generate report of Daily monitoring and submit to line manager
Give feedback to call center agents
Ensure product knowledge and error gaps found in calls are highlighted to reporting manager on daily basis
Arrange approvals for execution of financial transactions
Assist manager for any associated tasks
Responsible to maintain and update record pertaining to audit and comply all audit observations
Responsible for overall training of Lahore Center on financial and non financial errors on weekly & monthly basis
Participate in yearly audit with management and auditors
Act as backup of peer officer
Generate Banca Insurance & Debit Card Sales report on daily basis.

Leopards Courier Service Pvt Ltd

04.2017 - 08.2017

Checking and balancing client queries and pulling my team to resolving them
Develop service procedures of customer service, company policies and standards
Improve customer service experience, create engaged customers and facilitate organic growth
Keep accurate records and document of customer service actions and discussions
Achievements
Allied Bank
Promoted Management Grade in March 2021
Best Performance on Debit Card Sales Project in 2020
Visa Section
Promoted Management Grade in March 2021
Allied Bank
Best Performance on Debit Card Sales Project in 2020
Allied Bank
Promoted from Customer Service Executive to Department In charge in 2013
Visa Section
Achieved best performer award in 2016
Visa Section
Appreciation Award in 2015 in recognition of hardworking in FedEx
Achieved Medal from Canadian high commissioner in 2014
Visa Section
Achieved Super Performance Award in 2012 FedEx Gerry’s
International
Achieved Super Performance Award in 2011.FedEx Gerry’s International
Achieved Star of the month Award in 2010.FedEx Gerry’s International.

FedEx Gerry’s International

05.2013 - 12.2016

Work as a part of Canadian High Commission and ensuring that the CIC Ops running smoothly
Coordination with the High Commission on daily basis
Meet all departmental standards including the Code of Conduct, Client Service Standards and record-keeping requirements
Making reports and send to management on daily basis.

FedEx Gerry’s, UK & Australia Visa Application Centre

09.2007 - 05.2013

Assess applications for temporary entry to UK and Australia, effectively manage own and team’s caseloads under time pressures, deal with a range of clients and applicants including respond to enquiries
Meet all departmental standards including the Code of Conduct, Client Service Standards and record-keeping requirements
Perform all duties and all reasonable directions as outlined by management.