Syed Faisal Masood Hasan

Experience - Technical support, Complaints, Collections and General Banking (Customer Service).
- Worked in Digital Banking (technical for 12 months)
- Worked in Complaints to investigate complaints and provide resolution to the customers, escalated if needed.
- Also worked in Web chat for 4 years in Customer Service to resolve customer queries.
- Ensured quality service consistently for amazing customer experience.
Additional tasks:
- Taken responsibility as a tenured colleague to help the team manager by supporting the team with Mentorship and Guidance, Knowledge Transfer and motivated colleagues to deliver excellent performance throughout the year.
- Made team reports by end of day to keep a track on daily performance.
Identified areas of improvement by listening to calls and monitored chats. Made performance improvement plans to help colleagues to improve and maintain their performance consistently.
- Reports made for Exceptions regularly and shared with Work Force Management to ensure colleagues login hours aren't affected in case of system issues, 121 meetings or remediation tasks.
- Ownership taken in helping the team to complete pending tasks, and Mandatory trainings.
- Mentoring sessions taken to help colleagues to improve on process knowledge, Complaints and Vulnerability. Helped them to streamline with the process after training.
- Digital Banking sessions taken to provide colleagues insight and knowledge so that they can deliver better performance
- Encouraged colleagues to work overtime in order to help the business to meet targets and Service Level Agreements and also supported the business whenever required.

Worked as an Agent for 8 months

Joined in as a trainee and Fresher