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  1. 1. Muhammad Ahsan Iqbal Date of Birth: January 16, 1983 Contact: 0092-324-450-9971 (Cell), 0092-42-3722-1633 (Res.) E-mail: Address: H # 38, ST # 30, Muhammadi Square, Gowalmandi, Lahore (54000), Punjab, Pakistan O B J E C T I V E To work as a key player in competent organization with a professional and innovative environment and opportunities where I can groom professionally by the utilization of my preconceived ideas, interpersonal & personal attributes. E D U C A T I O N Masters in Business Administration – CGPA: 3.34 Marks Obtained: 2078/ 2800 o (Superior University, Lahore 2005 – 2007) Majors: (Specialization) • Human Resource Management • Marketing Bachelors in Commerce Marks Obtained: 914/ 1500 o (Punjab College of Commerce, Lahore. 2002 – 2004) Intermediate in Computer Science (ICS) Marks Obtained: 536/ 1100 o (Punjab College of Commerce, Lahore. 1999 – 2001) Matriculation (Arts) Marks Obtained: 471/ 850 o (The Cathedral School, Lahore. 1997 – 1999) W O R K E X P E R I E N C E Faysal Bank Limited ( (April 2013 till date) Designation: Assistant Manager Customer Experience Department: Service Quality and Marketing Core Responsibilities: Visit branches on monthly basis to check the branch ambiance and monitor the turnaround time (TAT) of Pay Order, Funds Transfer, Cheque Book and Debit Card within the province of Punjab. Prepare service metrics of each branch share the Service Scorecard with senior management. Facilitate branches; how they can improve services, call handling techniques. Initiate test/ mystery calls to check branch telephonic customer services etiquettes and evaluating mystery shopping videos. Provide assistance to compliance and audit teams in cash transactions with State Bank of Pakistan (SBP) guidelines. Liaison with General Services Department for property maintenance related work issues and with Marketing Team for product skins, window graphics and all marketing related collaterals and Alternate Distribution Channel (ADC) for ATM related activities and also with other stakeholders. Ensure that customer complaints are resolved speedily. Organize branch service of the quarter awards and Independence Day and ensure timely delivery of decoration items across the branch distribution network. Check Off-site ATMs and their performance cum ambiance.
  2. 2. Keep up to date the branch preparedness checklist in accordance with State Bank of Pakistan (SBP) guidelines. Provide assistance to line manager in conducting Service Qlinics sessions for branch distribution team in Central Region. Train and guide to branch staff on Seibel CRM complaint lodgment and on customer services during branch visits. Warid Telecom (Pvt.) Ltd. ( (May 2011 – March 2013) Designation: Customer Services Representative Department: Customer Service Core Responsibilities: Assure quality of work while providing customers. New SIM(s) Activation at IVR 789. Resolve all the issues, which require immediate attention, related to call connectivity, billing issues, VAS services etc. Issue billing invoices and detail charged bill to customers. Complaints handling, customers’ instructions in change of access levels. Proficient in handling GPRS and MMS queries and complaints of prepaid and postpaid accounts. Ensure customer retention by offering exquisite services as per their usage and need. Support the sales team and generating sales leads for preferred numbers and cross/ up sell. Park Plaza Hotel, Lahore ( (Dec 2010 - Feb 2011) Designation: Human Resource Executive Department: Human Resource Core Responsibilities: Conducted job analysis. Obituary handling. Process visas for expatriates, direct dealing with Board of Investment (BOI), Government of Pakistan. Induct new apprentices and managing current ones and making apprentice trades dealt with Technical Education and Vocational Training Authority (TEVTA), Government of Punjab. Maintain of personal files of all employees and maintain lockers and uniforms. Conduct in house trainings of Front Office, Housekeeping Food and Beverage staff. New employee orientation. Daily property inspection of front and back of the house. Issue uniforms and lockers to operational staff. Issue appointment, internship, letter memos and manage them in personal file of an employee. Issue show cause notice to hotel staff on account of breaching of code of conduct. Prepare all certificates/ appreciation letters. Daily inspection of associate’s restaurant. Ensure employee grooming as per hotel SOP and conducting trainings on them. Maintaining medical record of all employees forward to House Doctor Accounts Department. Warid Telecom (Pvt.) Ltd. ( (March 2008 - Nov 2010) Designation: Customer Services Representative Department: Customer Service Core Responsibilities: Execute all the functions which come from the call center including restorations, blocking, and cellular complaints. Complaints management, change of access levels, etc. Proficient in handling GPRS and MMS queries and complaints of prepaid and postpaid accounts. Communicate settings to customers according to their handsets compatibility.
  3. 3. Retain customer by offering exquisite services as per their usage Make “Cold Call” on various prospects over the phone introducing them with the newly launched packages of Warid Telecom. Communicating with all relevant departments in order to handle customer’s issues and taking follow ups on the related matter then to guide customer accordingly. Worked for official IVR 124 to facilitate internal customers. Provide assistance to franchise staff at official IVR 124. Also served as an outbound agent. Issue customers their Tax Certificates. Pearl-Continental Hotel, Lahore ( (Feb 2007 – July 2007) Designation: Internee Department: Human Resource Human Resource Development Core Responsibilities: Daily property visits inspection of back of the house and ensure its cleanliness. Assist HR Team in conducting interviews. Sifting application; maintaining files, memos and letters. Worked on job descriptions of all employees’ of PC-Lahore. Prepare employment contracts and pay benefits for contractual employees. Design training schedules with coordination of Training Manager. Manage participate in corporate functions and events for employees and team building. T R A I N I N G, W O R K S H O P Attended Training Workshop on Career Life Planning organized by Superior University Attended “Food wastage control campaign” organized by HR Department, Pearl Continental Hotel, Lahore during my internship. I T S O F T S K I L L S Proficient in MS Office Excellent negotiation, communication presentation skills Knowledge of Siebel CRM Telephonic Administration and Billing System (TABS) Knowledge of hygiene standards Managerial and leadership skills Problem solving skills Can demonstrate YES I CAN attitude! Smartly presented and on time for flexible hours and can travel anytime anywhere Natural attitude towards providing excellent quality service A C H I E V E M E N T S Improved Call Handling Skills of branch staff at Faysal Bank Winner of Call of the Fame at Warid Telecom Runner-up at 789 Queue at Warid Telecom Runner-up at 321 Prepaid Queue at Warid Telecom H O B B I E S Running, Cycling, Travelling and Music L A N G U A G E S English – Fluent in speaking, writing, listening and reading Punjabi – Fluent in speaking, listening and reading Urdu – Fluent in speaking, writing, listening and reading Hindi – Moderate in listening and speaking R E F E R E N C E S Will be made available upon request.