Cover Letter Dear Sir/Madam, Your esteemed organization has been serving astonishingly well. To maintain your extraordinary performance graph; you always need vigorous, adroit and well educated personnel who can sincerely and efficiently play their roles in order to achieve the corporate goals. Enclosed here is my resume for your kind perusal, which exhibits the details of my skills and accomplishments along with my complete educational background and my extensive experience. I shall appreciate the opportunity to meet you in person for a detailed interview. It will be an honor for me to become the part of your reputed organization. Therefore, I would like to apply for a suitable position in your organization. I appreciate your consideration and I hope to hear from you soon. Thanks & Regards, Name: Sunil Kumar Mob: +971526740236 Skype: ssskumaroct82 Email:sss.kumar.oct82@gmail.com Visit Visa till February 26, 2017 May Join Immediately

Sunil Kumar Contact: +971526740236 Email: sss.kumar.oct82@gmail.com Skype: ssskumaroct82 Address: Flat # 201, Abdul Aziz Al Majid Al Nahda, Sharjah.

Objective

Seeking a challenging opportunity in a results-oriented and dynamic organization that seeks an ambitious and career-conscious person and where my acquired skills, education and experience will be utilized toward continued growth and advancement organization and as well as mine.

Work Experience

Supervisor- Complaint Resolution Unit- (Dec 2012 till July 2016) NIB Bank- Karachi

Investigating and handling all complaints/queries related to Retail Banking, Commercial Banking, Wholesale Banking and Treasury received through State Bank of Pakistan (Central Bank), Banking Mohtasib Pakistan(Ombudsman), President Office of Pakistan, and Bank’s Management Committee.

Maintaining of service level benchmark i.e. 95% by ensuring customer complaints are handled within the stipulated time frame, given by State Bank of Pakistan and defined quality parameters of the Bank’s Standard Operating Procedures.

Prepare weekly/monthly presentation (dash board) by informing the number of complaints to the management.

Coordinating with entire management to minimize the gaps between management and other stake holders of the bank i.e. (Operations, IT, Phone Banking, Consumer and Administration) etc.

Monitor areas where frequent complaints come and strengthen them by recommending corrective action plan by root cause analysis. I.e. Debit Card, Sms Alert, E-statement, Internet Banking & Loan’s etc.

To ensure a regular follow ups and escalation with the concern units/ Co- workers regarding those complaints which have crossed their specified turnaround time.

Officer – Complaint Resolution Unit- (Sept 2011 to Dec 2012) NIB Bank- Karachi

Accept / Log customer complaints on CRM system received through different sources i.e. Phone Banking, Branches, Websites and Letter etc and arrange their timely disposal in coordination with Stake Holder’s i.e. ATM Operation, IT, Operations, Home remittance and Consumer Dept etc.

Handling customers complaint related to Assets (Personal Loans, Autos Loans, Legacy (PICIC Portfolio) and Collection related) and make sure customers complaints are resolved 100% satisfactorily.

Identifying process gaps that affect overall service delivery levels and propose feasible recommendations to plug in the gaps. I.e. Debit Card, Sms Alert, E-statement, Internet Banking & Loan’s etc.

Ensuring the implementation of corrective action plan by closely coordinating with the Higher Management. Facilitate walk in customer’ with their complaints.

Phone Banking Officer- (Sep 2007 to Sep 2011)

NIB Bank- Karachi

Customer Services for Inbound & Outbound Calls. ATM Card activation and PINS generation & providing details about the services which is provided on ATM

card by using banking applications e.g. CRM, Esuite, Epayment Gateway, Finnone LMS/LOS, Temenos 24 etc. Providing & Handling inbound calls for Personal Loan Installment, Small Business Loan, Auto Finance and

Branch Banking related inquiries. Providing the details to the customers about their account balances and their transactions.

Perform financial transaction including IBFT, Fund transfer, utility bills payments, mobile bills payments and mobile top up on customer’s request

Cross Selling for Fund Transfers, Utility bills, and Mobile payments by subscribing their Bill numbers on the system for automated payments.

Assuring the maximum satisfaction to the customer related to their queries with courtesy and accuracy ,as per phone banking policies/procedures

Launching complaints on Complaint Management System for customer who are facing problem while availing the services providing maximum satisfaction to the customers through courtesy and accuracy.

Senior Customer Support& Data Entry Officer - (Jul 2002 to Sept 2007) Business Computing International - Karachi

Managing complaints related to Systems, Monitors, Printer’s and network on web based system enabling to provide 100 % resolution to the customer’s.

Apply problem solving skills to determine the appropriate response to the inquiries. Working with IT Departments, Engineers and customers to resolve issues. Manage and keep track of customer's equipment repair at the workshop. Services and maintain good relations with all person lines including Bank’s, Pharmaceuticals, Petroleum’s, Oil

& Gas Companies etc.

Strength & Qualifications

- Self-Motivation - Strong organizational and management capabilities - Skilled in multitasking - Business & Industry knowledge - Team player - Command on Microsoft Office (Ms. Word, Excel & PowerPoint)

Education

Master in Economics - University of Karachi (In Process)

Bachelor in Commerce -University of Karachi 2005

Intermediate - St. Patrick's College Karachi 2000

Matric – St. Anthony boy’s high School Karachi 1998

Personal Data

Date of Birth : October 09, 1982 Marital Status : Single Nationality : Pakistani Religion : Hindu Language : English, Urdu & Hindi/Gujarati Passport : AV4225392 Notice Period : Immediate

Reference

Will be furnish upon request Opportunity