Khawar Sheroz

Management of Call Center Operations, ensuring delivery of customer service and support in high-tech and fast-paced Consumer Banking infrastructure. Development and implementation of processes, operational flows, and knowledge solutions for Contact Center Services, Transactions, Requests, and Complaints Management.

Phone Banker Officer – Inbound | Contact Center - Allied Bank Ltd - Karachi

(2019-10 - 2022-03)

Phone Banking (HRSG ORG) | Service Standards & Quality. Working Period (Contact Center): 2 Years 4 Months. Software Experience: CRM, IRIS, T-24, Vision (Credit Card), E-Ocean

• Customer handling for issues related to all bank products.
• Recording customer issues and follow-ups.
• Maintenance of daily huddles and attendance sheets.
• Good skills in Vision Plus – complete knowledge of Vision Plus application and usage.
• Supported fellow workers in handling Vision Plus application calls.
• Permanent and temporary blocking of credit cards through Vision Plus.
• Checked real-time and posted transactions through Vision Plus.
• Highlighted credit card fraud issues to the authorization department and coordinated follow-ups.
• Checked international and local transactions through Vision Plus.
• Catered E-Commerce activation and deactivation calls received at Allied Phone Banking Department (Karachi).

Phone Banking Officer | Rank 2 - BankIslami Pakistan Limited

(2023-10 - 2024-04)

Bachelor of Arts - Federal Urdu University (2016)

Intermediate - Govt. Islamia College (2013)

Matriculation - M.H Grammar School (2009)