Usama Khalid

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.