Salman Jaffery
Webster,MA
Summary
Experienced Customer Service Representative with 7 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
7
7
years of professional experience
Work History
Customer Call Back Confirmation
Soneri Bank
12.2019 - 12.2023
- Scrutinizing the case from ROSSETTA.
- To conduct the call back confirmation (CBC) for Banca from customer (JLI, IGI, State Life, Dawood
- Takaful), Conventional and Takaful and mutual fund customer.
- To conduct CBC for the cancellation and amendment of Banca Policy.
- To solve the customer queries regarding their product.
- Verification call back customer is provided to the customer’ s providing them recent rates and variances
- of Insurance and making sure customer interested from all aspect.
- Send the feedback to branches regarding there Banca sales.
- Obtaining daily MIS of cases.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Spearheaded successful projects from conception through completion, showcasing strong project management abilities.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Negotiated contracts with vendors optimally, securing best deals for the organization while maintaining excellent working relationships.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
Phone Banking Officer
Soneri Bank
01.2018 - 12.2019
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Streamlined account management tasks for improved efficiency and quicker access to customer information.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Contributed to team success by consistently meeting or exceeding performance metrics.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Supported fraud prevention efforts by carefully monitoring transactions and reporting suspicious activity.
- Navigated complex banking systems proficiently, increasing accuracy of customer data entry and reducing errors.
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Participated in ongoing training programs, enhancing skillset for continued professional growth within the banking industry.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Contributed ideas for process improvements during team meetings, leading to increased efficiency and better customer experiences.
- Provided valuable feedback on customer interactions, helping improve overall service quality and satisfaction levels within the organization.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Handled over 150 incoming telephone calls, emails and chat requests.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Customer Care Representative
MCB Bank
06.2017 - 01.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
Associate of Science - Commerce
University of Karachi
Karachi, Pakistan12.2021
High School Diploma -
Al- Rehman Public School
Karachi, Pakistan06.2013
Skills
- Written and Oral Communication
- Transcription
- Active Listening
- Product Knowledge
- Critical Thinking
- Conflict Resolution
- Decision Making
- Escalation Procedures
- Positive Attitude
- Multitasking
- Quality Assurance
- Attention to Detail
- Customer Service
Languages
Urdu
Full Professional
English
Full Professional
Timeline
Customer Call Back Confirmation
Soneri Bank
12.2019 - 12.2023
Phone Banking Officer
Soneri Bank
01.2018 - 12.2019
Customer Care Representative
MCB Bank
06.2017 - 01.2018
Associate of Science - Commerce
University of Karachi
High School Diploma -
Al- Rehman Public School
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