Fahad Raza

Business Banking and Operations Professional with experience in relationship management, business banking support, team leadership, customer retention, claims resolution, logistics operations, and performance management. Proven track record of coaching teams, improving KPI performance, managing client relationships, and delivering exceptional customer experiences.

Senior Account Specialist III (Business Banking) - J.P. Morgan Chase Bank - Houston, TX

(2024-04)

• Manage business banking client relationships and resolve complex account and system-related issues.
• Handle ACH transactions, Zelle payments, wire transfer inquiries, account linkages, and customer claims.
• Investigate financial claims and payment disputes, conducting detailed research to identify root causes and ensure compliance with banking policies.
• Partner with operations, fraud prevention, and claims teams to resolve unauthorized transactions and payment disputes.
• Support onboarding, account servicing, payment processing, and digital banking solutions.
• Collaborate with cross-functional teams to improve operational efficiency and client experience.

Accounts Manager - Balghari Transport - Houston, TX

(2021-03 - 2024-02)

• Managed customer and vendor relationships as the primary point of contact for account management and service delivery.
• Oversaw billing operations, invoicing, account reconciliation, and payment tracking.
• Coordinated transportation routes, shipment scheduling, and logistics activities to optimize efficiency.
• Managed transportation documentation and compliance requirements.
• Supervised warehousing operations, inventory control, and stock management processes.
• Led, trained, and developed team members while driving operational improvements and customer satisfaction.

Supervisor Consumer Loyalty - AT&T - Houston, TX

(2019-11 - 2021-03)

• Led a team of 10–15 customer loyalty and retention agents through coaching, mentoring, and performance management.
• Managed KPIs including customer satisfaction, retention, quality assurance, productivity, adherence, and first-call resolution.
• Conducted coaching sessions, performance reviews, and employee development planning.
• Trained new hires and existing employees on retention strategies and customer service excellence.
• Resolved escalated customer concerns and collaborated with leadership to achieve operational goals.

Supervisor Customer Service - Best Value Copy - New York, NY

(2016-04 - 2019-10)

• Supervised a team of customer service and digital support representatives across phone, email, chat, and online channels.
• Led sales and customer retention initiatives through coaching and performance management.
• Monitored KPIs including customer satisfaction, sales conversions, retention rates, and quality metrics.
• Managed escalated customer complaints and complex service issues to ensure timely resolution.
• Trained, coached, and mentored employees to improve productivity and service quality.
• Implemented process improvements that enhanced customer satisfaction and team performance.

Manager Treasury Sales - Shajar Capital Ltd. - Karachi, Pakistan

(2012-01 - 2016-03)

• Managed treasury and investment client relationships and delivered customized financial solutions.
• Coordinated with sales, operations, and implementation teams to ensure successful onboarding and servicing.

Bachelor of Commerce - Commerce - Karachi University (2005 - 2009)