Syed Muhammad Rehan Zaidi

House# 3, Street#7, Sector SE NFC-ECHS Ph-I, Lahore, PK 54770 rehan.zaidi@hotmail.com PROFESSIONAL EXPERIENCE: Assistant Manager, Service Quality & Phone Banking, HBL
Working with Service Quality & Phone Banking team since June 2008
Key Responsibilities: Leading a team of 50 CROs posted in Lahore Region to deliver standard customer services Support manager for SQ systems installed in branches In-house/Field trainer for SQ systems. Providing support to branches regarding Service Indicator System and Queue Management System installed in branches. Develop and implement SQ strategy for the region in close conjunction with the Regional Operations and Business Head General Secretary of Regional Service Quality Committee Collaborate with product team to identify opportunities for integration of marketing efforts and processes to improve the customer experience and cross-sell results Train staff on SQ standards, matters and initiatives, including the latest tools/trends in conducting service quality checks Conduct planned/unplanned Service Audits/Spot Checking/Mystery Shopping/Service Tracker to make sure that SLAs/ISMs are being met on a consistent basis Discover and instigate techniques to give a customer centric environment through SQ

Cell (321) 441 8470 Home (423) 522 5134 Work (423) 628 1757

Assistant Manager, Marketing & Brand Management, HBL

I worked in Marketing and Brand Management team from Aug 2006 - Jun 2008
Key Responsibilities: Responsible for the research and development activities for the branding and provide help to formulate the best possible way to make the brand BUZZ in market. Determine methods of promotion which will make the successful branding activities Make analysis of own brand and competition as an input for marketing strategy development Execution of new product branding both indoor and outdoor Monitoring and maintenance of branding periodically Provide visibility survey of outdoor BTL media Ensure consistency of brand look in outdoor media Coordination with bank OMA regarding branding issues with vendors. Preparation of adaptations for new branches or sites Liaison with the brand and product team to understand their communication requirements Provide support to HOK for regional brand communication and activation

Executive Customer Operations, Worldcall Telecom Ltd

I worked for Worldcall Telecom Ltd from May 2005 - Aug 2006
Key Responsibilities: Management of Customer Operations Team in different cities. Identify and develop techniques for measuring customer experience with our services Handling interdepartmental correspondence for improved Customer Operations and services. Staff Training (DEOs, CSR and BDOs) Coordinating with brand team for the designing and development of the customer service centers Management and coordination with Customer Service Centers throughout Pakistan

TRAININGS & CERTIFICATIONS:

2 days workshop on UP YOUR SERVICE 19th -20th May, 2012 by Mr. RON KAUFMAN CEO, UP YOUR SERVICE COLLEGE. Singapore 1 day workshop on FIRST AID AND BASIC LIFE SUPPORT 4 th May, 2011 by FPAP 1 day workshop on BRANCH BANKING FRAUD AWARENESS 5 th March, 2011 by Senior Director NAB at Lahore 2 days workshop on OOH MEDIA ROLE IN MARKETING 21 st -22nd Sep, 2007 at Karachi by Mr. Tom Darlow CEO, 2 the Point Marketing Inc. Singapore 45 days training on BASIC BANKING OPERATIONS & CUSTOMER SERVICE 18th Aug - 7th Nov, 2006 at HBL-MDI Lahore

HONOURS & AWARDS:

Awarded CERTIFICATE OF APPRECIATION for OUTSTANDING CONTRIBUTION AND COMMITMENT towards LEARNING & DEVELOPMENT by The President, HBL on Sep 24, 2011

EDUCATION: 2008 2010 2001 2005 1998 2000 1998 2000 EDUCATION:
Fathers Name: Marital Status: Date of Birth: CNIC# Syed Abdul Wahid Zaidi Single June 12, 1982 3520-2571598-7 M.B.A (Marketing) B.Sc. (Honors) Computer Sciences Intermediate General Sciences Matriculation Science