Usama Khalid
@usamakhalid3
I lead banking contact center operations, customer experience, compliance, and digital banking onboarding.
PakistanWhat I'm looking for
I've led inbound contact center operations at HBL and Bank Alfalah, improving customer issue resolution through call monitoring, coaching, and structured performance management.
As an HBL Team Leader, I directed daily floor operations, handled escalated complaints, coordinated with internal departments, and supported staffing forecasts, shift scheduling, and recognition programs.
At Bank Alfalah, I supervised high-volume customer service teams, maintained annual agent attrition below 30%, and helped design quality monitoring forms, operational KPIs, and service standards. I also supported Roshan Digital Account customers with activations, documentation, digital investments, and account reactivation.
I'm currently a Customer Service Officer at HBL, processing account requests, maintaining KYC/AML/CDD/FATCA compliance, resolving branch inquiries, and onboarding customers to HBL's digital banking channels.
Experience
Work history, roles, and key accomplishments
Customer Service Officer (CSO)
HBL (Habib Bank Limited)
Mar 2026 - Present (6 months)
Processes account opening, closing, amendment, and maintenance requests while ensuring compliance with SBP/SOP regulations and KYC/AML/CDD/FATCA policies. Assists customers with account procedures, cheque book issuance, and digital onboarding, resolving inquiries and complaints to maintain high satisfaction.
Education
Degrees, certifications, and relevant coursework
Dadabhoy Institute of Higher Education
Bachelor of Commerce, Commerce
Completed Bachelor of Commerce (B.Com) in 2019.
Karachi Board
Intermediate, Science
Completed Intermediate (FSc) in 2014.
Karachi Board
Matriculation, Science
Completed Matriculation (Science) in 2012.
Availability
Location
PakistanAuthorized to work in
Salary expectations
Job categories
Skills
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