Certified Master Trainer for Achieving Superior Service by Ron Kaufman & Certified Train the Trainer by IFC, consultants to the World Bank.
19 years of customer care and quality service experience, with organizations like; Citibank, Union Bank, HBL & MCB. Expertise acquired from grass-root level of implementation to management of all customer touch points (remote & face-to-face) for medium and large sized banks, along with standardization and re-engineering of customer care units. Currently overlooking 3 business areas in terms of quality monitoring & upkeep, including Khi, South & East having 550 plus branches.
Driven by logic & highly result oriented. Born and bred in the customer service industry with initial training in hotel management. Experience including phone banking, branch banking (Sales / ops), commercial credits, service quality & training.
Training being a core strengths along with, people management, process re-engineering, employee engagement, with the grace of Almighty my team has always made it out a winner.