Muhammad Usama Khalid

Accomplished Banking Professional with over 6 years of specialized experience in Contact Center Operations, Team Leadership, Customer Experience Optimization, Quality Assurance, and Branch Operations (CSO) across leading financial institutions in Pakistan. Demonstrated expertise in managing high-volume inbound operations, coaching high-performing teams, executing performance management frameworks, and maintaining agent attrition below 30%. Highly proficient in complex complaint resolution, operational workflow implementation, regulatory compliance (SBP/SOP, KYC/AML/CDD/FATCA), and digital channel migration.

Customer Service Officer (CSO) at HBL (Habib Bank Limited) (2026-03 – Present)

• Process all account opening, closing, amendment, and maintenance requests efficiently while ensuring 100% adherence to SBP/SOP regulations, prudential guidelines, and KYC/AML/CDD/FATCA compliance policies.
• Assist customers with account procedures, cheque book issuance, balance confirmation certificates, duplicate statements, and non-financial transaction requests in a timely manner.
• Serve as joint custodian alongside BOM for cheque book inventory control, monitoring stock movement, issuance, and safe record-keeping of account documentation.
• Onboard Existing To Bank (ETB) and New To Bank (NTB) customers onto digital platforms including HBL Mobile App, Internet Banking, WhatsApp Banking, and Debit Cards to drive channel migration.
• Resolve walk-in customer inquiries and complaints promptly, escalating complex operational issues to BOM/BM while maintaining high customer satisfaction, retention, and loyalty.
• Act as key customer interface, offering clear advice on bank products, interest rates, and procedural guidelines in close coordination with branch operations.
• Ensure branch upkeep, discipline, and seamless collaboration with colleagues and supervisors, fulfilling all additional operational tasks assigned by line management.

Team Leader (AM2) – Inbound Contact Center at HBL (Habib Bank Limited) (2024-09 – 2026-02)

• Directed daily floor operations for an inbound call center team, driving operational excellence, high staff morale, structured counseling, and performance coaching.
• Monitored live agent calls and evaluated email interactions to maintain top-tier service accuracy, regulatory compliance, and call handling standards.
• Served as central liaison between Contact Center operations and internal bank departments to accelerate complex issue resolution and maximize customer satisfaction.
• Collaborated with senior management on call volume analysis, staffing forecasts, shift scheduling, and agent reward/recognition programs.
• Handled escalated customer complaints with professionalism, ensuring high First Contact Resolution (FCR) rates and strict adherence to Service Level Agreements (SLAs).

Supervisor – Inbound Contact Center at BANK ALFALAH (2023-09 – 2024-06)

• Supervised Customer Service Representatives (CSRs) handling high-volume incoming inquiries, ensuring prompt, accurate, and compliant issue resolution.
• Conducted 1-on-1 and group coaching sessions to address agent grievances, support career progression, and maintain a healthy work environment.
• Maintained annual agent attrition under 30% through proactive performance tracking, empathetic management, and employee engagement strategies.
• Participated in designing quality monitoring forms, setting operational KPIs, and establishing floor service standards alongside department managers.
• Analyzed daily floor metrics and call duration trends to identify workflow bottlenecks and implement corrective action plans.

Associate Relationship Manager – Roshan Digital Account (RDA) at BANK ALFALAH (2020-11 – 2023-08)

• Facilitated overseas Pakistani RDA customers via inbound/outbound channels, providing comprehensive assistance on documentation, discrepancy removal, and account activations.
• Converted high-potential RDA sales leads through diligent multi-touch follow-up, consistently meeting and exceeding daily, monthly, and annual performance KPIs.
• Coordinated with internal IT and COAD teams to resolve complex technical and operational customer bottlenecks.
• Engaged dormant and inactive account holders to mobilize funds, reactivate balances, and improve overall portfolio growth.
• Educated high-net-worth RDA clients on digital investment options, foreign currency accounts, and government investment schemes.

Phone Banking Officer (Inbound) at HBL (PRIME HR) (2020-01 – 2020-11)

• Handled high-volume inbound calls resolving complex customer inquiries regarding credit cards, debit cards, mobile software technical issues, and online banking.
• Logged, tracked, and resolved fraudulent transaction reports, unauthorized charges, and card blocking requests in compliance with bank security protocols.
• Guided customers through digital platform onboarding, password resets, and account security verification procedures.

Bachelor of Commerce in B.Com – Dadabhoy Institute of Higher Education, Karachi (2019)

Intermediate in FSc – Karachi Board (2014)

Matriculation in Science – Karachi Board (2012)