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MA Economics & Finance Resume Sample
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MA Economics & Finance, Management Resume

Sample Curriculum Vitae Format
Farhan Raza
Citizenship : Pakistan ▪ Date of birth : 17 July 1999
Cell : 0345-2222222
E-mail : [email protected]

L-23 11-C-2 Sir Syed Town,North Karachi,Karachi

Objective To acquire a challenging position in your esteemed organization that utilizes experience to boost up company's growth
Availability Immediate

Key Skills
Proficient or familiar with a vast array of concepts and technologies, including:
Microsoft Office Windows Coping with Pressure Customer Service
Report Preparation
Professional Presentations Problem Solving
Computer Savvy
Team Player Time Management
People Management
Adobe Photoshop Strong Communication
Trustworthy & Honest

2006 to 2008 M.A “Economics and Finance”
University of Karachi, Karachi.
2002 to 2004 B.COM (Bachelor in Commerce)
University of Karachi, Karachi.
2001 to 2002 H.S.C ( Higher Secondary Certificate)
Govt.National College, Karachi.

Work Experience
Organization: United Bank Ltd, Karachi. Officer Grade II
Position: Team Leader.
Department: Contact Center (Omni).

Organization: United Bank Ltd, Karachi. October 2011 to December, 2011
Position: Team Leader. January 2010 to September, 2011
Position: Acting Team Leader.
Department: Contact Center (Retail Banking).
October 2009 to December, 2009
Core Competencies:
 Identifying the different individual team member’s needs for both direction and support.
 Assisting the team as a whole in achieving its task(s) and in operating together as an effective team.
 Encouraging full participation.
 Fostering a positive team spirit.
 Ensuring that the team makes clear and consensus decisions.
 Leading any presentations to management.
 Taking ultimate responsibility for team decisions, progress and results.
 Calling team discussions.
 Setting the schedule for meeting.
 Keeping the team progress on track.
 Achieving a Departmental accumulative TSF of 80% and above.
 Building a team that effectively supports Customers programs, products and services.
 Driving the development of superior customer service and high performance.
 Leading workflow distribution and floor management to ensure service levels are satisfied.
 Training/developing, motivating, coaching, evaluating and retaining qualified staff.
 Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels

Organization: United Bank Ltd, Karachi. Contractual
Position: Phone Banking Officer.
Department: Contact Center (Retail Banking).

Core Responsibilities:
November 2006 to September, 2009
 Cross selling.
 Troubleshooting and assisting irate customers.
 Providing timely resolution to customers’ complaints.
 Dealing with customers’ issues regarding Loans, Personal Loans, Credit Cards and Mortgages.
 Achieving daily/monthly sales targets for Credit Cards.
 Maintaining customer’s Account as per their request.
 Converting opportunities of sales to enhance and deepen customer relations.
 Meeting all service standards and indicators of 99% courtesy and 100 %accuracy.
 Evaluating resources available to assist customer and use correct resource.
 Entertaining financial transaction requests and providing all account related information.
 Ensuring that all customer queries and problems get resolved in the minimum possible time frame.
 Identifying potential customer opportunity to deepen customer relationships (cross –selling)
 Meeting customer expectations in a very highly service oriented competitive environment.
 Providing Product information and handling queries related to Branch Banking, Auto Conducting In-house training sessions and refreshers for product changes and promotions.
 Resolving complaint at the earliest and seeking their assistance to determine Root cause Analysis.

Special Assignment and Responsibilities

 Schedule planning of Contact Center Campaign wise (General, Maintenance, IDP, Complaint, Priority and Complaint) on Monthly basis.
 UAT conduction of Retail Contact Center Applications such as IRIS,Symbols,CSM,IVR and Omni Application
 Extraction and Preparation of different MIS’s.
 Working on projects related to new system launching e.g. ALTITUDE Soft Launch including Credit Card, Branch Banking, Businessline, Cashline, UBL Money & UBL Address Testing. Compiling, sorting & Coordinating Issues on Daily Bases.
 Creation of BRD’s on different projects.
 Preparation of presentations e.g. made one for Franchise Payment and OMNI.
 Coordination and interaction with other segments of bank to provide timely the services to the customers.
 Monitoring of ATM Machine on EID Holidays as per the requirement of State Bank of Pakistan.
 Assisting Campaign Manager by helping & evaluating the team performance and recommending performance enhancement strategies.

Participations and Achievements

 Received Appreciation letter for “Active Participation” in the team.
 Participated in the In-House Training Program on “Contact Center – Customer & Call Handling”.
 Participated in the Workshop on “Mentoring and Coaching”
 Participated in Communication Skills Program.
 Participated in workshop on Asia Care Insurance Program.
 Participated in a training course on Advance Excel and Financial Modeling.

Urdu (native) English

Activities and Interests
Games Playing Cricket and Badminton.
Playing PS2 and Counter Strike.
Internet Blogging, Researching about new Technologies e.g. Recent SIRI application for IPHONE 4.
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