Summary
Overview
Work History
Education
Skills
Awards
Certification
Timeline
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Muhammad Ali Zafar

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

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

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Muhammad Ali ZafarCustomer Experience Officer