Muhammad Ali Zafar
Customer Experience Officer
Dubai
Summary
Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Officer – Customer Experience
Al Fardan Exchange LLC
12.2023 - Current
- Facilitates customer remittance and currency exchange transactions, including electronic and telex transfers, ensuring accuracy and timeliness.
- Drives cross-selling efforts by informing customers of Al Fardan products and services, contributing to revenue growth.
- Handles customer inquiries and resolves complaints related to transactions, exchange rates, and branch details, maintaining high customer satisfaction.
- Prepares accurate end-of-day, daily, and weekly sales reports to monitor branch performance and ensure operational efficiency.
- Assists in branch marketing during off-peak hours, increasing branch visibility and customer engagement.
- Adheres to branch protocols and regulatory guidelines, including shift management, to streamline customer service operations.
Branch Service Manager
MCB Bank Limited
10.2019 - 06.2023
- Achieved 95% procedural adherence and 98% customer service quality, driving high customer satisfaction and retention.
- Improved branch compliance by 89% through audits and CRM systems, ensuring regulatory alignment and data accuracy.
- Increased branch revenue by 85% by training staff in cross-selling and enhancing customer engagement strategies.
- Reduced AML/CFT compliance issues by 89% by implementing strict regulatory controls, reinforcing risk management.
- Enhanced team KPI scores by 88% through leadership, training, and continuous performance tracking.
Banking Services Manager & General Banking Trade Officer
Allied Bank Limited
10.2013 - 10.2019
- Boosted operational efficiency by 88% through implementing audit recommendations, reducing workflow delays, and improving service processes.
- Achieved a 70% reduction in branch service costs by strategically managing the branch budget and minimizing unnecessary expenditures.
- Delivered 86% accuracy in trade finance operations, ensuring secure international fund transfers and high client satisfaction.
- Managed end-to-end trade finance operations, including issuance and settlement of import/export Letters of Credit, advance payments, and SWIFT transactions in line with international banking practices.
- Shortened credit review processing time by 30% by implementing streamlined credit monitoring systems.
- Increased customer satisfaction by 20% through efficient account management, quick issue resolution, and personalized service.
- Achieved a 15% reduction in transaction processing time, enhancing operational efficiency and customer experience.
- Accelerated client onboarding by 30% through a streamlined account setup process, leading to positive customer experiences.
Education
Master’s Degree - Accounting and Finance
University of Sargodha
06.2012
Skills
MS Office Suite
Oracle, IMS, Temenos T24
Customer Service Excellence
Financial Transactions & Reporting
Compliance & Risk Management
Branch Operations Management
Remittance Operations
Sales & Cross-Selling Strategies
Operational Efficiency & Reporting
Multitasking Abilities
Patience and composure
Complaint handling
Financial Compliance Monitoring
Awards
Certificate of Appreciation - Issued by Al Fardan Exchange L.L.C, Awarded recognition for dedicated service towards achieving targets.
Certification
Branch General Controls
Timeline
Officer – Customer Experience
Al Fardan Exchange LLC
12.2023 - Current
Branch Service Manager
MCB Bank Limited
10.2019 - 06.2023
Banking Services Manager & General Banking Trade Officer
Allied Bank Limited
10.2013 - 10.2019
Master’s Degree - Accounting and Finance
University of Sargodha