Rafay Azeem Khan
Customer Service Representative
Karachi
Summary
Customer-focused Banking Contact Center Executive with expertise in handling inbound and outbound calls, resolving customer inquiries, and managing account services with accuracy and professionalism. Skilled in complaint resolution, digital banking support, and transaction security, including debit and credit card management. Adept at ensuring first-call resolution (FCR) and escalating concerns efficiently to maintain service excellence. Experienced in compiling reports on customer dissatisfaction to drive continuous improvement in banking operations
Overview
2
2
years of professional experience
Work History
Contact Center Executive - OG 2 Officer
Muslim Commercial Bank
11.2022 - Current
- Handled inbound and outbound customer calls, ensuring a professional and customer-centric approach.
- Provided accurate account details to customers after completing identity verification procedures.
- Logged customer complaints and escalated unresolved issues for prompt resolution.
- Managed debit and credit card services, including activation, blocking, and enabling/disabling online e-commerce transactions.
- Educated customers on digital banking services, including MCB Live, to enhance self-service adoption.
- Arranged customer callbacks in case of system downtimes to ensure first-call resolution (FCR).
- Escalated customer concerns to the Team Leader when supervisory intervention was requested.
- Monitored and managing email activity using various contact center applications and tools.
Education
MBA - Business
Kasbit
Karachi, Sindh, Pakistan 04.2001 -
B.Com - Accounting & Management
CAMS
Karachi, Sindh, Pakistan 04.2001 -
Skills
- Communication skills
- MS Excel
- MS Word
- Problem solver
- Analytical skill
- Team Work
Timeline
Contact Center Executive - OG 2 Officer
Muslim Commercial Bank
11.2022 - Current
MBA - Business
Kasbit
04.2001 -
B.Com - Accounting & Management
CAMS
04.2001 -
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