Department 1: Card Operations and System Integration Team • Various function related to the Card Operations and Card Maintenance were handled leading a team of executives for
conventional Banking customers as well as Islamic Banking (ADNIF) • Accountable for routing emails to various departments for actions required • Part of the system integration team wherein migration of cards data was done to the First Data system from the PRIME
system. • Worked on enhancing the loyalty point system in coordination with Vendor (Zafin Labs). • Worked in coordination with the CC-Marketing team for smooth roll out of various promotions and offers of the bank.
Department 2: Customer Experience Team • Looked after investigating customer claims regarding charges billed on their cards • Part of the Customer Experience Team in order to resolve complaints and escalations through Contact Center. • Handled complaints received from the CEO’s office, Newspaper and Social Media (Facebook, Twitter etc). • Monitored Quality for the Contact Center calls and provided feedback to the respective agents. 