Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Abu M. Zahid

Tampa,FL

Summary

Dynamic professional with extensive experience in customer service and KYC compliance at Amscot Financial. Proven track record of enhancing client satisfaction through technology education and innovative problem-solving. Skilled in Microsoft Office and fostering teamwork, achieving a notable increase in sales through a consultative approach. Committed to driving operational excellence and delivering exceptional results.

Overview

21
21
years of professional experience

Work History

Shift Leader

Amscot Financial
Tampa, USA
01.2019 - Current
  • Performed daily opening and closing procedures, including cash handling activities.
  • Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges
  • Educate clients on how to use technology services, how to operate simple financial transactions through self-service technologies (for example, ATM, online banking, mobile banking)
  • Follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations
  • Identifying solutions for new and existing clients based on their needs
  • Perform OWS and OFAC validation for all new prospects
  • Identified discrepancies encountered throughout the analysis, review, and completion of KYC activities
  • Prevented store losses using awareness, attention to detail, and integrity
  • Process Pre-authorized Transfer Service (PTS), Electronic Fund Collection from customer's accounts
  • Developed highly empathetic client relationships and earned a reputation for exceeding sales goals
  • Achieved high sales percentage with a consultative, value-focused customer service approach
  • Resolved product issues and shared thebenefits of new technology
  • Expressed appreciation and invited customers to return to the store
  • Assisted customers with store and product complaints
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Processed and issued money orders for customers
  • Compiled weekly monetary reports and records for store managers
  • Maintained adequate cash supply in cash drawers in multiple checkout stations
  • Responsible for ringing up customers in a timely manner and guaranteeing a high level of customer service
  • Accurately logged all daily shipping and receiving orders
  • Managed cash stock and inventory balances accurately
  • Assisted customers in finding out-of-stock items
  • Executed outbound calls to existing customer base resulting in an increase in sales
  • Educated customers about offerings, promotions and pricing to boost sales.
  • Encouraged customers to pay due amounts on overdrawn checks.
  • Resolved customer inquiries regarding payment processing issues in a timely manner.

Senior Manager Call Center

Shaheen Air International
Karachi, PAK
01.2014 - 10.2018
  • Provides strategic leadership for airline local & international call centers with combined staff of more than twenty six(26) professionals
  • Report directly to the Chief Sales Officer to provide service level & profit forecasting
  • Monitors and analyzes Key Performance Indicators (KPIs), identifies challenges, trends, and inefficiencies in performance, and writes targeted quality assurance and training curriculums
  • Owns overall quality and SLAs of the entire services, regardless of the engagement type
  • Creates enthusiasm amongst team members to the Shaheen Air mission and their part in the execution of the mission
  • Attraction and retention of employees is a key measure
  • Sets direction, with vigor, of the teams while adhering to the overall corporate strategy
  • Lead, develop and supervise a team of Customer Service Advisors to ensure work is completed effectively and to support the achievement of Key Performance Indicators
  • Provide effective and quality revenue management to enable the organization to meet its strategic, business, and operational objectives
  • Provide feedback to stakeholders on policy and legislation issues to improve systems and to create efficiencies
  • Manage and guide team members, clarifying performance expectations and ensuring team values that drive high quality and customer service standards are reinforced
  • Manage workloads locally including peak periods, staff leave, and the coordination of a rotational pool
  • Monitor workforce tools, for the customer service team, to track performance, respond to situations, and ensure service delivery standards are maintained
  • Proactively plan recruitment and the delivery of structured training to ensure staff has the capabilities to meet demands and productivity requirements
  • Develop operational and individual performance plans to support the delivery of services
  • Manage escalated customer inquiries, to ensure an effective service is delivered on behalf of Shaheen Air International
  • Continuously evaluate service operations to identify, resolve and make recommendations on processes and service delivery practices to increase the effectiveness and efficiency of the center
  • Develop, implement and review procedures and practices to enhance service delivery and improve the operations of the SAI-IT, monitoring handover points and ensuring that these are effectively managed
  • Remain current on the IT operations and data market including; Cloud Managed Services, DevOps, Cloud-based data stores, cloud migrations as when needed
  • Metrics and KPI-minded
  • Investment and hiring decisions to be driven by metrics and KPIs
  • Conduct staff evaluations and achievement planning activities for customer service team members, to ensure that center benchmarks are being met, career paths are identified and the ongoing development of organisation’s capability
  • Liaise with internal stakeholders, regarding customer service advisor performance information and statistics, in order to facilitate the exchange of information, support decision-making processes, and assist in the effective monitoring of staff
  • Coach and develop others, through the sharing of knowledge and expertise to support the ongoing improvement and development of staff
  • Promote change initiatives within the service center environment, in order to foster and contribute to a culture of growth, continuous improvement, and development
  • Maintain consistent levels of quality and productivity in the processing team, to contribute to positive and progressive culture
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Implemented customer service excellence standards to enhance client satisfaction and loyalty.

Senior Manager Client Services

Royal Bank of Scotland (RBS)
Dubai, UAE
01.2007 - 01.2014
  • Provided executive leadership for call centers(ABN-Amro&RBS) throughout the state of Arab Emirates, including Oversaw a corporate clients and policy management including full P&L responsibility and high-volume outsourced vendor management
  • Leveraged strategy and ITIL service lifecycle management to align quality and service delivery with the business needs and guide effective change management
  • Created a foundation for seamless mergers and acquisitions (M&A) by developing and leading a multifunctional acquisitions(ABN-Amro to RBS) team to evaluate and facilitate mergers with community-based businesses
  • Developed infrastructure for process with focus on learning and development, operations, information technology, and dispatch and service, resulting in a highly effective 8-month transition process
  • Control aspects for the client: AML / KYC / Alerts, CRF, PUP
  • Protects the bank and the client by complying with relevant policies, procedures, legal and regulatory framework
  • Reduced Friday and overnight staffing requirements by 50% through the implementation of VoIP across the state, enabling virtual call routing and centralizing staff during times of consistently low call volume

Leader Customer Service

ABN-Amro Bank
Karachi, PAK
01.2004 - 01.2007
  • Providing executive-level leadership and oversight to 65 employees, supported by four(4) team managers, and six(6) supervisors
  • Leveraged Six Sigma methodology to identify and correct ineffective business processes and restructure standard operating procedures (SOP) to align with corporate objectives and boost profitability
  • Increased first-contact conflict resolution rate by 7% through the implementation of attribute routing, enabling callers to review customer accounts and provide proactive customer service
  • Monitored and enforced support team compliance with a 48-hour resolution requirement to ensure all escalations were resolved promptly, reducing open-case time by more than 55%
  • Conceptualized and pitched a front-line management training and development program with specific focus on first-level supervisors
  • The program included a 10-day leadership development course that has now become a national requirement for all new managers
  • Improved profit margins by renegotiating contracts with third-party vendors to facilitate mutually beneficial partnerships and focused the business on profitable verticals to drive bottom-line growth
  • Established an operational effectiveness group to travel throughout the region, assessing best practices and providing strategic information to optimize operational efficiencies and business processes

Education

Masters of Arts - International Relation

University of Karachi

Bachelor of Science -

University of Karachi

Skills

  • Microsoft Office (Outlook, Word, Excel, PowerPoint)
  • Customer service
  • KYC compliance
  • Technology education
  • Payment processing
  • Client education
  • Teamwork

Languages

  • Urdu, Fluent
  • English, Very Good
  • Punjabi, Modest

Timeline

Shift Leader

Amscot Financial
01.2019 - Current

Senior Manager Call Center

Shaheen Air International
01.2014 - 10.2018

Senior Manager Client Services

Royal Bank of Scotland (RBS)
01.2007 - 01.2014

Leader Customer Service

ABN-Amro Bank
01.2004 - 01.2007

Masters of Arts - International Relation

University of Karachi

Bachelor of Science -

University of Karachi

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