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.
