Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Hobbies
Timeline
Generic
Muhammad Zeeshan

Muhammad Zeeshan

Customer Service Manager
Karachi

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company and domain success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee, customer's engagement and boost performance of an organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
6
6
Certifications

Work History

Assistant Manager

Bank Alfalah Ltd
Karachi
12.2017 - 06.2023
  • Created employee schedules to align coverage with forecasted demands for customer services.
  • Managed up to 50 individual and potential company calls per day.
  • Managed more than 400 emails per day for customer's business provider inquiry resolution status while overall transactions in a month increased to industry market share around 29%.
  • Developed strategy to increase sales and drive profits.
  • Achieved highest services 3Star rating from company MoneyGram in Pakistan.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Handling and resolving Bank Alfalah UNISON CMS complaint management system for PRI (Home Remittance Unit), Including RDA (Roshan Digital Account) remittance trace for transaction sent by Tie Up, individual or member banks respectively.
  • Ensure Funding of Tie Up for to perform their Bank Transfers, Cash pick Ups respectively.
  • Maintaining strong relationship with, and assisted major Tie Ups for better funding management and transactions.
  • RIA and IME Web Portal beneficiary and Tie up assistance either amendment of BTs, COTC assistance or etc.
  • Relationship Management, Business, system process flow incorporation between Banks while Acknowledged by Well Known Exchange Companies.
  • Performance Gaps Analysis and its Control.
  • Customers retention.
  • Team and Time Management.
  • IBFT, RTGS Refund Settlement and Their Intimations.
  • MoneyGram Payments COTC cash Pick Up transactions release through compliance assistance to Branch and Customer as well
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty

Officer Home Remittance (Customer Asistant)

Soneri Bank Ltd
Karachi
03.2016 - 12.2017
  • Responded to emergency calls relayed from dispatcher or supervisors and communicated situation details to other officers.
  • 1st Quarter of 2017, achieved Spot Award from Head of Payments and Senior Vice President for PRI (Pakistan Remittance Initiative) STP (Straight Through Process) Implementation.
  • Developed strong rapport with customers and created positive impression of business.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Conducted surveillance to detect suspicious activity.
  • Addressed public questions, complaints and requests and provided necessary assistance.
  • Wrote detailed narrative reports for use in investigations.
  • Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
  • Handling and processing files of Home Remittance.
  • Reconciliation Tie Up’s Account Such as Money Gram.
  • Keeping MIS Up to Date of All Tie Ups.
  • Daily SBP Remittance Reporting & Treasury Reporting, IBCOs and IBDA settlement

Branch Assistant BA-1

Booker Wholesale
London
10.2012 - 05.2015
  • Managed customer service inquiries and pinpointed and implemented proper path to resolution.
  • Managed up to 5 pallets of multiple product maximizing service quality for customers including frozen products in a day.
  • Managed to get two consecutive performance, internet sales were up, and opened six branches in other country as well in 2013.
  • Managed and achieved best customer satisfaction results in July 2014.
  • Reporting to branch General Manager and immediate supervisor.
  • Pallets Miscellaneous products management.
  • Product’s shelf life status and sorting.
  • Delivery codes identification and its confirmation in SAP application system.
  • Specific ordered items collection and making them ready for delivery.
  • Cleaning and sanitation according to health and safety rules.
  • In person pallets handling according to their shelf, code realization and
    assigning appropriate shelf location.
  • Speed Up check out process for Customers.
  • Refilling of quick Stock in shelf and management of stock on handball as per SAP management system.

Education

Master of Science - Computational Science

Glyndwr University
United Kingdom- London
02.2014 - 04.2015

MBA - Finance

PAF-Karachi Institute of Economics And Technology
Karachi
01.2009 - 08.2011

Skills

    Business Development

undefined

Certification

Strategic Marketing Management

Accomplishments

  • British Council UK Alumni Member program member.
  • Edexcel BTEC Level 2 Certified for Door Supervisor and CCTV Operations.
  • CIMA Business Accountant Certified.
  • Certificate Of appreciation For exceptionally High Performance and Outstanding Dedication Into PRI Home Remittance Unit While Engaging Tie-Ups and Relationship Management for Financial Year 2021.
  • Managed and achieved MONEYGRAM highest rating 3Star in Pakistan for home remittance processing, assisting COTC(s), BTs, Tie Ups Engagement, business service assistance and Facilitation by Home Remittance Team in 2021.
  • Managed and achieved in delivering exemplary Services towards Home Remittance Business for The Year 2020.
  • Managed and achieved a recognition of inputting extra ordinary efforts and gearing Up Team Colleagues for Bank Services by Increasing home remittance payments during the year 2019.
  • 1st Quarter of 2017, achieved Spot Award from Head of Payments and Senior Vice President for PRI (Pakistan Remittance Initiative) STP (Straight Through Process) Implementation.
  • Initiated a system application system named as REMS (Remittance Inquiry Management System).
  • Managed more than 400 emails per day for customer's business provider inquiry resolution status while overall transactions in a month increased to industry market share around 29%.
  • Developed strategy to increase sales and drive profits.



Interests

Sports

Travelling

Listening and Composing Music

Podcasting

Yoga Excercise

Hobbies

  

1. Sports Enthusiast: I’m a very dedicated sports enthusiast who not only enjoys games but actively participates in sports like cricket, snooker, and football as well whether it's weekdays or weekends. I thrive on the energy and excitement of physical activities.

2. Global Explorer: Travelling has always been one of my dreams to explore and learn corner of the world, and its culture, immersing myself in trying new cuisines. My travel stories basically are not just fairy tales, they are unique experiences that have enriched my perspective on life.

3. Musical Composer: Music is the soundtrack of my life. When I'm not listening to a wide range of genres, I also think if it could be worked and create music through software or instruments including in composing my melodies. I think there is tremendous joy and mind-relaxing therapy in creating music whether you use guitar, sitar, violin, or flute. Music allows me to express emotions and tell stories through sound.

4. Podcast Aficionado: I have a deep appreciation for the art of storytelling through audio. My love for podcasts has led me to create my own, where I dive into topics ranging from personal development to pop culture. Through podcasting, I also want to connect with listeners to learn and keep improving.

5. Zen Yogi: Yoga is my almost daily routine for balancing inner peace. Basically, I think it’s the flexibility of your mind and physical strength which helps your body and mind to generate stability in your life. Yoga has taught me to find peacefulness amid life's chaos and to cultivate a sense of well-being.

Timeline

Assistant Manager

Bank Alfalah Ltd
12.2017 - 06.2023

Officer Home Remittance (Customer Asistant)

Soneri Bank Ltd
03.2016 - 12.2017

Master of Science - Computational Science

Glyndwr University
02.2014 - 04.2015

Branch Assistant BA-1

Booker Wholesale
10.2012 - 05.2015

Strategic Marketing Management

08-2012

Internet Marketing

02-2012

[ITIL-V3] Training - [08 to 12 Nov2010Timeframe]

11-2010

[International Accounting Standards-1] Training - [22nd Nov 2009]

11-2009

MBA - Finance

PAF-Karachi Institute of Economics And Technology
01.2009 - 08.2011

[Specialization In Banking] Training - [72 Hours]

06-2008

[Certificate in Business accounting] CIMA

01-2006
Muhammad ZeeshanCustomer Service Manager