pinkz khan

Lead Client Services Executive 

Barclays Manchester,Uk Lead Client Services Executive | Contract | April 2022– April 2023
 ● ● ● ● ● ●
HSBC
Developed and delivered training programs to enhance customer service skills and ensure consistent adherence to company standards and KPIs.
Ensuring all call documentation is complete, accurate, concise, detailed, legible and escalated to the correct area for further resolution if required.
Developed and executed a comprehensive training program for new hires, resulting in a 50% reduction in onboarding time and a 20% increase in team productivity
Successfully managed a team of inbound and outbound advisors, ensuring efficient and effective customer service operations.
Conducted regular 1-2-1 meetings with team members to provide feedback, address performance issues, and set goals for improvement.
Monitored and evaluated customer service calls through call listening, providing constructive feedback and coaching to enhance agent performance.
Manchester,Uk
Lead Specialist Commercial Customer Associate | Contract | January 2022–April 2022
● Produced insightful reports on team performance, identifying areas of improvement and implementing
strategies to drive customer satisfaction.
● Thrived in a fast-paced and high-pressure environment, consistently meeting and exceeding customer
service targets and expectations.
● Facilitated focus group discussions with Teams to gather insights on their experiences and identify
opportunities for optimization; implemented recommendations which resulted in a 20% increase in customer
engagement
● Analyzed customer feedback and behavior data to identify pain points and areas for improvement built and
regulated marketing initiatives that improved customer satisfaction by 15% within three months
● Helped the teams and customers to understand how they can flexibly use HSBC services through Internet
Banking, phone Banking & Self-service points, to meet their varying needs.

NATWEST BANK Manchester,Uk Customer Services, Frauds Prevention Officer | Contract August 2021–November 2021
● Reviewed customer profile for any fraudulent activity.
● Prepared, completed and processed customer account forms and database changes.
● Delivered fast, friendly and knowledgeable service for routine questions and service complaints..
● Conducted a thorough analysis of customer complaints and feedback, identified gaps in customer service
and defined an action plan to address them; decreased customer support tickets by 40% and overhauled
first response resolution.
● Conducted reviews of flagged transactions and reports that showed potential suspicious activity
● Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
BOOTHS HALE BARNS Manchester,Uk Team Lead Specialist Sales Administrator September 2020–October 2021
● Directed sales training workshops, role-play scenarios, and pitch delivery sessions for 20+ employees, increasing overall team efficiency by 30%.
● Coached the sales team on lead generation and conversion strategies, resulting in a 40% increase in qualified leads and a 20% increase in conversion rate.
● Coached new sales hires to effectively cross-sell and upsell complementary products, resulting in a 25% increase in average transaction value.
● Guided a team of 10 sales associates to achieve 35% increase in monthly sales revenue by implementing a data-driven approach, analyzing client behavior and customizing pitch techniques to suit individual clients.
AZAD FOUNDATION Quetta,Pakistan Charity Project Manager March 2018–March 2020
● Aligned project timelines with business objectives and identified resource constraints; saved the team 20+ hours per week by delegating tasks and optimizing project schedules
● Managed project schedules, tracked milestones, and conducted risk assessments for a $10M project; project was completed ahead of schedule and under budget by 15%
● Streamlined project schedules and optimized workflow by conducting time and motion studies; increased team productivity by 25% and saved 15 hours per week
● Designed and Facilitated project roadmap with cross-functional teams, resulting in successful completion of 4 projects 2 months ahead of schedule and 10% under budget
MACMILLAN CANCER SUPPORT GROUP Manchester,UK Voluntary Support Worker
● Tracked client behaviors, daily activities, new skills and notable incidents for documentation purposes
● Facilitated workshops with leadership, parents, and volunteers to develop a comprehensive strategic plan
for weekly group meetings, conceived plan to increase engagement and retainment of members by 30%
● Developed departmental goals and standards in line with supporting the organization's mission and
strategic vision.
● Innovated internal processes to increase customer response times and employee productivity

MA International Relations,University of Balochistan,Pakistan BCom Business Commerce,University of Balochistan,Pakistan Certified SAFe Scrum Master (SSM)
LANGUAGES
Urdu (Fluent) ,Pashtoo(Fluent), Hindi (Fluent), English (Fluent)
March 2009–December 2010 March 2008–December 2009
December 2022