Sidra Zaheer

Process-driven professional with 4+ years of experience managing customer operations, CRM systems, complaint resolution, and service delivery in highly regulated corporate environments. Strong background in improving service quality, managing high-volume customer data, and coordinating across multiple departments to ensure smooth client experience and operational excellence. Currently pursuing an MBA to enhance leadership and business management capabilities.

Assistant Manager – Client Relationship & Customer Experience - Faysal Funds

(2022-12)

• Manage and service a portfolio of mutual fund investors, handling buying, selling, conversion and redemption of fund units in compliance with regulatory and company policies.
• Act as the primary relationship manager for corporate and individual investors, ensuring timely resolution of queries, accurate documentation and smooth transaction processing.
• Coordinate with Product Development, Operations, Planning and Marketing teams to support fund launches, portfolio servicing and client communications.
• Monitor service quality and client experience through CRM dashboards, ensuring high retention and satisfaction levels.
• Implemented CRM-based workflows that improved client response time and operational efficiency by 20%.
• Improved customer satisfaction scores by 15% through proactive engagement, follow-ups and service recovery strategies.
• Prepare management reports on complaints, turnaround time, client activity and portfolio servicing trends to support decision-making.
• Ensure full compliance with SECP regulations, internal controls, KYC and audit requirements.

Admin Officer - KFA Consultants

(2022-06 - 2022-12)

• Managed day to day administrative operations, ensuring the smooth functioning of office activities and maintaining an organized and efficient work environment.
• Prepared and monitored office budgets, tracking expenses to ensure financial resources were allocated effectively and within budgetary constraints.
• Maintained and updated company databases and records, ensuing data accuracy, secrecy and easy retrieval for various departments.
• Organized and coordinated office events, meetings and conferences including managing logistics, invitations and follow-up communications.

Masters in business Administration - Finance - BAHRIA UNIVERSITY (2025)

Masters - International Relations - INTERNATIONAL ISLAMIC UNIVERSITY ISLAMABAD (2018 - 2020)

Bachelors - Commerce - FUUAST (2016 - 2018)