Tooba Sharif
Banker
Karachi, Sindh,SD
Summary
Proven customer service specialist with a track record of enhancing customer satisfaction and retention at Askari Bank Limited. Leveraged Excel and data analytics expertise to streamline service processes, achieving a significant increase in client satisfaction rates. Demonstrates exceptional communication and problem-solving skills, ensuring superior customer experiences and fostering strong relationships. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
6
6
Certifications
Work History
Customer Service Officer
Askari Bank Limited - Islamic Banking Services
Karachi, Sindh, Pakistan
08.2023 - Current
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Call Center Agent
Union Microfinance Company Limited
Karachi, Sindh, Pakistan
04.2022 - 12.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
Phone Banking Officer
Silk Bank Limited
Karachi, Sindh, Pakistan
11.2019 - 10.2020
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Handled over 100+ incoming telephone calls, emails and chat requests.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Delivered exceptional service by empathizing with customers during difficult situations and providing solutions in a timely manner.
- Provided valuable feedback on customer interactions, helping improve overall service quality and satisfaction levels within the organization.
Education
Bachelor of Commerce - Accounting And Business Management
Govt. Degree Girls College Landhi 3 1/2
Karachi, Sindh, Pakistan 04.2001 -
Intermediate From Commerce - Accounting, Commerce, Economics
Govt. Degree Girls College Landhi 3 1/2
Karachi, Sindh, Pakistan 04.2001 -
Matriculation From Science - Computer Science
Ideal Career Public School
Karachi, Sindh, Pakistan 04.2001 -
Skills
Customer Support
Complaint Handling
Call center experience
Documentation And Reporting
Call Center Operations
Information Protection
Problem-solving abilities
Problem Resolution
Customer Relationship Management (CRM)
Microsoft Office Suite
Microsoft Excel
Follow-up skills
Client Relations
Computer Proficiency
Complaint resolution
Critical Thinking
Product Knowledge
Additional Information
Father Name: Sharif Hussain Jafri
CNIC: 42201-0837491-2
Marital Status: Single
Religion: Islam
Languages
Urdu
Native language
English
Advanced
C1
Korean
Intermediate
B1
German
Beginner
A1
Certification
Excel Skills for Business - Essentials from Macquarie University Sydney Australia by Coursera App
Timeline
Data Analytics Essentials by Cisco Networking Academy
08-2024
Introduction to Data Science from Cisco Networking Academy
05-2024
Customer Service Officer
Askari Bank Limited - Islamic Banking Services
08.2023 - Current
Excel Skills for Business - Intermediate II from Macquarie University Sydney, Australia by Coursera App
12-2022
Excel Fundamentals for Data Analysis from Macquarie University Sydeny, Australia by Coursera App
08-2022
Excel Skills for Business - Intermediate I from Macquarie University Sydney, Australia by Coursera App
07-2022
Call Center Agent
Union Microfinance Company Limited
04.2022 - 12.2022
Excel Skills for Business - Essentials from Macquarie University Sydney Australia by Coursera App
06-2021
Phone Banking Officer
Silk Bank Limited
11.2019 - 10.2020
Bachelor of Commerce - Accounting And Business Management
Govt. Degree Girls College Landhi 3 1/2
04.2001 -
Intermediate From Commerce - Accounting, Commerce, Economics
Govt. Degree Girls College Landhi 3 1/2
04.2001 -
Matriculation From Science - Computer Science
Ideal Career Public School
04.2001 -