Expertise in Floor Management, Staff Training, Customer Services, Quality Control, Business Development and Complaints handling.
Basic Info
Industry:Other Industry
Department:Training and Development
Job Level:Supervisor
Nationality:Pakistan
Current Country:United Arab Emirates UAE
Education Level:
Post Graduation
Basic Info
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Education
Master of Arts & Bachelor of Education M.A
January 2009 - December 2012
University of the punjab, Pakistan
Certifications & Awards
Certifications & Awards Not Mentioned
Skills
Skills Not Mentioned
Experience
Floor Management & Quality Control Officer
2013 - 2020 (7 Years)
MCB Bank, Pakistan
Floor Management & Quality Control Responsible to supervise all floor activities including assisting customers with any queries and requests, supervising staff to ensure service level. Carry out office administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy. Adhering to all appropriate processes and procedures, Whilst providing excellent customer services. Responsible for monitoring the quality of the performances of call center associates. Monitoring inbound & outbound calls and emails response, to look over associates’ behavior, their product knowledge, customer service performance, and the adherence to company policies and procedures. Regularly providing feedback to call center team leaders and all the managers. Identify all the issues and recommend improvements regarding procedures and processes to improve execution and service levels. Staff Training & Onboarding Assisting the hierarchy in staff hiring, training, onboarding. Conducting staff training on daily and weekly basis to equip them with latest product knowledge and policy changes. Hookup new staff with the seniors, to assist them and make them fluent in answering customers’ queries and handling their complaints.Request Handling & Complaint Management Lodging processing and resolving customer complaints. Investigating and determining the cause of inconvenience and errors. Liaise with various departments within the bank to solve the queries and problems. Processing customer requests to maintain trust and strong customer relationship. Complaints analysis to find the irregularities in order to improve the customer experiences. Call backs Managing customer requests, related to credit card & Auto loan booking, Installment plans, and Product Against Reward Points. Daily reporting to management on complaints and requests findings. Sales - Outbound Unit The enrollment of the different products on daily basis by making calls on the provided targets to consistently perform impactful outbound sales. Describe briefly about our product, all the specifications and features. Assisting customers how to download, login and use mobile banking services for payments, funds transfer and for other activities. Maintain accurate customer records and sales development activities. Take the ownership of customer issues and initiate immediate responsible action in order to provide a quality service. Prominent track records of bringing out exceptional sale results and the remarkable growth in mobile banking users. Customer Services - Inbound Unit Answer the incoming calls and respond to the customer's requirements and queries accordingly. Provide product information to the customers and guide them thoroughly. All the calls were operated by using relevant software and assistance of customers were assisted n guided accordingly. Regularly keeping the record of all the queries answered by making ending notes. Follow up call backs were made to the customers regarding their various requests and e-form processing. Providing an excellent customer service by identifying the requirement and routing them to relevant department (Credit Card, Personal Loan, Auto Loan and Home Loan) meanwhile forwarding the query to concerns via email or the phone.