1. Rana Haris
Masood
A Service Quality Professional with excellent learning
skills and detailed analytical capabilities. A complete
Service Quality package equipped with 8 years of
banking experience
ranaharismasood@gmail.com
0321-4809401
65-U, Nayab Sector Housing
Society, New Airport Road,
Lahore
Work Experience
01/2016 - Present Lahore
Assistant Service Quality Manager
AlBaraka Bank Pakistan Limited
Tasks
Ensuring accurate results and timely submission of Service Indicators
(BQI/IQM/EQM).
Addressing failing indicators with a root cause analysis and remedial
suggestions and escalation of the same to next tier(s) of line
management.
Coordinate with IT department for data extraction, collection and
tabulation of customer satisfaction survey through recorded channel.
09/2014 - 01/2016 lahore
Service Quality Analyst
MCB
Tasks
Conducting branch visits for Central Region
Calculation and circulation of Service Idicators
Conduct regular customer services training / refreshers as and when
required
05/2012 - 09/2014 Lahore
Service Quality Officer
JS Bank
Tasks
Promoting quality achievement by regular training, feedback and
monitoring of different quality programs and initiatives.
Provide branches and support units with tools and environment
necessary to maximize productivity
Provided monthly ISM achievement analysis report for the entire
central region of Pakistan to the head of service quality.
05/2008 - 08/2011 Lahore
Asset Help Desk Officer
Standard Chartered Bank (Pakistan) Limited
Tasks
Provide after sales services to customer who have availed consumer
products from the bank.
Responsible for being the focal point/ interface between the customer
on one hand and the different teams in the company.
End to end problem resolution
Education
01/2004 - 12/2007
BBA (Hon's)
Institute of Management Sciences
Courses
Majors: Marketing
Skills & Competences
Customer Services
Quality Assurance
Data Analysis
Big Data Management
Team Management
Training & Development
MS Office
SEO
MS Excel
Achievements & Certificates
Big Data and Hadoop Essentials
Global Tax Avoiding Challenges & Contemporary issues -
ACCA
Compliance knowledge Assessment System
Search Engine Optimization
Honors & Awards
The Right Partner
for CCC(Standard
Chartered)
1st Prize in BBA Quiz
Competition
Member of IMS
Literary Society
Protocols & E-system Management
Ebbs (Electronic Branch Banking System) |
ERams (Electronic Retail Asset Management System) |
Cards 400 (Credit Card Data Warehouse) |
CTS (Courier Tracking System) |
IMS (Information Management System) | Teminos 24 |
Auto iBanker | Seibel (Complaint Management System)