RAMZAN HAKIM

Customer-focused and results-driven Customer Relations Officer with over [X years] of experience in delivering high-quality client service and resolving complex customer issues. Skilled in communication, conflict resolution, and CRM tools. Dedicated to enhancing customer satisfaction and loyalty.

• Customer Relationship Management (CRM)
• Conflict Resolution & Complaint Handling
• Verbal & Written Communication
• Problem-Solving
• Team Collaboration
• Data Entry & Record Management
• Multichannel Support (Phone, Email, Chat)
• Microsoft Office & CRM Software (e.g., Salesforce, Zoho)

• Key Responsibilities – Backend Support (Telecom):
• Provide backend operational support for telecom services, ensuring smooth processing of transactions and service requests.
• Resolve technical and service-related issues escalated by frontline teams, including service disruptions, SIM-related issues, and network complaints.
• Coordinate with cross-functional departments (e.g., IT, network, customer care) to ensure timely resolution of backend issues.

• Excellent Customer/Client services skills having around 7 years of diverse experience in customer excellence with great communication and problem solving skills, Upselling Product and Claim Verification.
• Responsibilities:
• Resolve customer issues in coordination with retailers.
• Approve all daily tasks initiated by the Maker.
• Manage account opening and closing procedures.
• Handle all IBFT (Inter-Bank Funds Transfer) incoming and outgoing transactions in coordination with other banks.
• Address all UBP-related issues.
• Provide support by addressing team member concerns.
• Analyze the performance of each team member on a weekly basis.
• Maintain KPIs assigned by management for both the team and the role of Team Coordinator.
• Approve all transactions initiated by makers.
• Coordinate and follow up with multiple stakeholders for issue resolution.
• Ensure timely resolution of customer complaints.
• Resolve all customer transaction types: P2P, C2C, G2P, and B2B.
• Monitor all transactions performed by retailers.
• Resolve customer issues in coordination with Upfront (4444) and MMFB.
• Perform M-PIN generation tasks.
• Handle amount reversal tasks related to bank transactions.

• Key Responsibilities:
• Handle customer interactions from initial queries to formal complaints, ensuring timely and effective resolution.
• Quickly analyze recurring issues within specific products or areas and escalate them to the relevant departments for urgent action.
• Highlight the positive features of products while skillfully addressing and explaining any limitations to customers.
• Consistently assigned the responsibility of training new hires on product knowledge and standard procedures.

• Reliable and detail-focused Time Keeper with 9 years of experience in tracking employee attendance, managing shift schedules, and maintaining accurate time records in compliance with labor regulations.
• Strong organizational and communication skills, with a commitment to ensuring efficient workforce management and payroll accuracy.
• Proven ability to coordinate with HR and project teams to support smooth day-to-day operations.
• Core Skills
• Time & Attendance Management
• Shift Scheduling
• Payroll Support
• Record Keeping & Data Entry
• Labor Law Compliance
• Microsoft Excel & Timekeeping Software
• Communication & Coordination
• Reporting & Documentation