Muhammad Farhan Faheem

Date of birth : August 4, 1986 Marital Status : Single

Contact Address: B-57,Block 13-D, Gulshan-e-Iqbal, Karachi, Pakistan. Cell phone: 0333-2235869 E-mail: mfarhan.faheem@live.com

Objective I desire an opportunity to learn and gain valuable experience from an excellent organization. As a MBA Student I can benefit the organization with my research, strategy, staff management, human relations and computer skills. Work Experience MCB Bank Service Quality Analyst/ Complaint Resolution Analyst June 2011 to Dec 2011

As a Complaint Resolution Analyst for the Complaint Resolution Unit/Service Quality, my responsibilities included To resolve customer complaints after thorough investigation either via written correspondence or on telephone. To make telephone calls to customers in response to their complaints/ queries and notifying them the status. Drafting correspondence in response to the customer complaints and queries. Co- ordination with the stake holders and other concern business units for investigating customer complaints and queries. To handle customer complaints with 100% courtesy and accuracy. To handle all complaints pertaining to Customer Assets and Branch Banking Operations on a daily basis resolving the same within specified TAT. To submit the DFCF on daily basis to team leader. Moreover to ensure that 100% complaints are closed in the CMS after resolution. To inform the unit head for delays (if any) in the complaint resolution process. Noesis Communication (Internship) Marketing Executive/Project Coordinator

May 2010 to July 2010

Projects My projects requirements encompass creation, design, research and development the marketing process as per Client requirement. Telenor campaign As a project coordinator for Telenor campaign my responsibilities included: Effectively supervise teams performance and ensure the availability of team power and potential even until the last day of campaign Coordinate with entire team to complete all necessary requirements Ensure that calls have been made to the all Telenor franchise to update appropriate detail Ensure that call agents are communicating and promoting products and services without any miscommunication Prepare and Maintain progress reports showing the accomplishment of project on daily basis. Paytoo Chisp To propose strategy for product development, promotion, pricing and relationship management To design logo, banners pamphlet and other promotional activities to publicize and familiarize the product for selected target market Ensure that marketing plan are giving according to the given budget Standard Chartered Bank - (2.3 Years)

MIS Coordinator / Asst. Sales Manager

June 2008 to July 2009

Products My responsibilities include initiatives to increase customer retention, loyalty and card activation. Retention Credit Cards & Personal Finance As a Retention MIS Coordinator/Asst. Sales Manager for the entire consumer lending my responsibilities included: Effectively monitoring teams performance and ensuring the required team strength is operating on a countrywide basis Cascading Credit policy guidelines down the line in order to target/retain the approved market segment Work closely with other areas such as Operations, Customer Services & Credit Policy to ensure a high level of customer service Credit Card Conversion Consumer Lending As a MIS Coordinator for the PIA Co-brand credit Card Conversions of entire Telesales my responsibilities included: Effectively monitoring teams performance and ensuring the required team strength is operating on a countrywide basis Cascading Credit policy guidelines down the line in order to convert the approved market segment Work closely with other areas such as Operations, Customer Services & Credit Policy to ensure a high level of customer service Work collaboratively to resolve issues across the entire Telesales Teams in ways that maximize the Credit Card Conversion into PIA Co-brand Credit Card. To give clear picture to the management in terms of achieved conversion targets on daily basis as well as monthly basis. Duties Include: Coordination with Business Intelligence Unit to get necessary data for respective products and distribution of the same to particular Sales Manager. Coordination with Sales Governance Unit, to complete all necessary audit requirements and to get audit clearance for Retention Unit. Preparation of presentations for the Sales Managers showing the achievements of unit in monthly targets. Coordinate with complaint management unit and to get resolved all complaints in a defined TAT. Coordinate with ITSC Team in Malaysia to get all system access ids for the staff and to review the rights on monthly basis that have been given to a particular user. Key Responsibilities and Areas include: Maintain all types of data related to Sales, such as Staff Lists, Performance Reports. Generate Sales Performance Reports on a Daily Basis. Prepare Month-end, Quarterly and Annual Sales Performance Presentations. Coordinate with HR Department for Reconciliation of Sales Staffs Head Count and other related information such as processing of Commissions. Adherence to policy framework relating to DSRs which have been laid down at Group and Country level. Tele-Sales Officer (Tele Sales) April 2007 to May 2008 As a Tele-sales officer for the Retention unit, my responsibilities included Ensure that call has been made to the all approved customer. Maintain all types of data given by Sales Manager in daily call report. Avoid Mis-selling & ensure that product is sold with customer best interest. Comply with laws, regulation, and Group standards. Treat customer fairly and respect the confidentiality.

SCBPL e-Learning Certificates: Group Code of Conduct Anti-Money Laundering

Out Serve Living with HIV Reputational Risk Safe-R Basic-Operational Risk Management Advanced MS Excel

Education 2009 2006 to 2008 2003 to 2004 2001 to 2002

Masters of Business Administration (In progress) IQRA University Bachelor in Commerce (B.COM) Govt. National College, Karachi Intermediate College Of Digital Science (CDS), Karachi Matriculation B.J Public Higher Secondary School, Karachi

Skills Able to designed, develop and implement marketing and sales campaigns, fundraisers (within the department), employee incentive programs and contests. Able to propose marketing strategies. Able to manage all phases of retention management; monitor retention teams; guide vendors; promote communication process within department. Experience in promoting products and service. Excellent in client communications to maintain ongoing relationships. Excel in team collaboration and solution brainstorming and promote team building Proficient in MS Office application. Quick learner of the software application. Creative Team Leadership. Staff Development & Training. Teambuilding & Supervision. Expense Reduction. Technology MS Office (Word, Excel, PowerPoint, Access) Adobe Photoshop Sound forge SPSS

Freelance Projects I was associated with Art Council Karachi to organize events under management of Arts Council. Organized Celebration Night for IQRA Gulshan and North Campus being Top ranked with EP live concert. Presentation on HAARP Technology for a lecturer of Institute of Business Management (IoBM) to present the faculty of university KFC Advertise for film making contest in Institute of Business Administration (IBA) One hour movie for Term Project of Principal of Management Interests Internet Music

To be connected with friends, Reading informative texts, online games. Guitarist and Composer in my own band.