Sundas Elisa
Rawalpindi,Pakistan
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Askari Bank Limited - Islamic Banking Services
09.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
- Communicated with clients regarding account services, statements, and balances.
Branch Service Officer
Soneri Bank Ltd
04.2022 - 06.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined branch operations for increased efficiency through regular process evaluations and improvements.
- Increased account openings by effectively promoting bank products and services tailored to individual client needs.
- Built strong relationships with clients by providing exceptional service and personalized financial advice.
Bancassurance Sales Officer
Jubilee Life Insurance-HBL
11.2020 - 03.2022
- Boosted sales performance by identifying and targeting high-potential leads.
- Developed strategic sales plans for achieving revenue growth and exceeding targets.
- Enhanced customer satisfaction with timely follow-ups and personalized service.
- Cultivated strong relationships, establishing trust and loyalty among clients.
Accountant
Al-Qaim Hospital
04.2020 - 10.2020
- Increased efficiency by streamlining accounting processes and implementing new financial software.
- Improved financial reporting accuracy through meticulous data analysis and reconciliation efforts.
- Assisted in reducing outstanding accounts receivable balances by diligently following up on overdue invoices.
- Reduced expenses by negotiating with vendors for better pricing and terms on services and supplies.
Internship Training (Welfare Department)
Overseas Pakistani Foundation
01.2018 - 01.2019
- Worked on following projects: Facilitation Reintegration Centre, Registration Cards, Foreign Exchange Remittance Cards, Calling Pakistan, CPEC, Online Complaints
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
Education
BBA (HONS) (4 years) -
Preston University
01.2017
I.COM (2 years) -
Hashmi’s College of Commerce
01.2012
Skills
- Account Investigation
- Call Documentation
- Account Management
- Service Recommendations
- Multi-tasking
- Team player & problem solving
- Data Entry
- Effective Communication
- CRM Software
- Microsoft PowerPoint
Certification
- Certificate for professional development for successfully completing the requirements of the 28 personal Enrichment experiences (2014-2016).
- Certificate of excellence for demonstrating creative thinking skills (2016).
- Certificate of excellence for outstanding participation in the emotionalized learning experience (2016).
Languages
English
Full Professional
Urdu
Native or Bilingual
Affiliations
- Book Reading
Software
CRM
MS EXCEL
POWERPOINT
References
References available upon request.
Timeline
Customer Service Officer
Askari Bank Limited - Islamic Banking Services
09.2023 - Current
Branch Service Officer
Soneri Bank Ltd
04.2022 - 06.2023
Bancassurance Sales Officer
Jubilee Life Insurance-HBL
11.2020 - 03.2022
Accountant
Al-Qaim Hospital
04.2020 - 10.2020
Internship Training (Welfare Department)
Overseas Pakistani Foundation
01.2018 - 01.2019
BBA (HONS) (4 years) -
Preston University
I.COM (2 years) -
Hashmi’s College of Commerce
- Certificate for professional development for successfully completing the requirements of the 28 personal Enrichment experiences (2014-2016).
- Certificate of excellence for demonstrating creative thinking skills (2016).
- Certificate of excellence for outstanding participation in the emotionalized learning experience (2016).
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