Shaikh waqas Uddin Ahmed
Karachi,PB
Summary
Customer Care Associate (Inbound) handling customer queries, complaint resolution, and product guidance in a bank contact center. Supports service quality by processing requests to defined timelines, escalating unresolved issues, and educating customers on alternate distribution channels and banking products. Strengthens customer satisfaction through clear communication and accurate problem solving.
Overview
2
2
Languages
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Control And Operation Specialist
Standard Chartered Bank
01.2017 - 05.2026
- Process The Customer Require Requests In Defined Timelines And Ensures Verification Criteria Are Fully Met. Participates In Design Of Call Monitoring Formats And Quality Standards.
- Handling Customer Complaint And Providing Information As Per Defined Standards, Effective Resolution Of All Customer Complaints And Providing Solutions / Escalating Problems.
- Standard Chartered Bank September 2017
- Till Present Control And Operation Department
- Contact Center Karachi
- Service Quality Team Standard Chartered Bank
- Changing in Job Description
- Now working as BAND 7 in Standard Chartered Bank
customer care associate (Inbound)
Standard Chartered Bank
01.2015 - 01.2017
- Handled customer queries and provided information per defined standards, effectively resolved customer complaints and escalated unresolved issues.
- Educated customers about bank's products and services (cross-selling), generated leads for the concerned department, and guided customers to utilize alternate distribution channels to connect with the bank.
- Joined standard chartered Bank As
- August 2015 Till August 2017
Education
Master Of Commerce - Commerce
University of Karachi
Karachi 06.2021 - 06.2023
Bachelor - commerce
01-2011
Intermediate - Commerce
Board of Intermediate Education
01-2008
Matriculation - Science
Board of Secondary Education
01-2006
Skills
Customer relationship management
Interpersonal communication
Customer complaint resolution
Cross-selling
Stakeholder communication
Service recovery
Bank product knowledge
Call monitoring
Quality standards
Escalation management
Process compliance
Timeline management
Quality assurance audits
Service level management
Complaint trend analysis
Performance reporting
KYC verification
Case management
Personal Information
- Date of Birth: 22 August, 1989
- Marital Status: separated
- ID Type: CNIC No.
- ID Number: 42201-5567243-5
References
Will be furnished upon request.
References
Will be furnished upon request.
Timeline
Master Of Commerce - Commerce
University of Karachi
06.2021 - 06.2023
Control And Operation Specialist
Standard Chartered Bank
01.2017 - 05.2026
customer care associate (Inbound)
Standard Chartered Bank
01.2015 - 01.2017
Bachelor - commerce
Intermediate - Commerce
Board of Intermediate Education
Matriculation - Science
Board of Secondary Education