805,Fl-2,Sea Breeze Heights ,Clifton, Block 2, Karachi, Phone: 92-021- 5864448

Pakistan Cell: 0300-3930832

Email: zehra.zealous@gmail.com

Zehra Rizvi

Date of Birth: 24th July 1982

Personal Data Husband’s Name: Farhan Abbas Jaffri

Father’s Name: Dr. S. H. Niaz Rizvi

Nationality : Pakistani

Summit Bank Ltd. (Formally Arif Habib Bank Ltd.)

Duration: Aug 2007 – to date
Professional
Experience Providing IT related support to banking operations using different tools.

Habib Metropolitan Bank Ltd.

Duration : Oct 2006 – Aug 2007

Providing IT related support to banking operations using hPLUS 4.03.

Habib Bank AG Zurich

Duration : May 2005 – Oct 2006

Providing IT related support to banking operations using hPLUS 4.03.

MAJOR PROJECTS SUPERVISED

Year 2012:

Professional Projects
Call Center Complain Management System

# A system through which customer complains are lodged & monitored for
completion.

# Each type of customer complain is tagged to a solving dept. So, this complain
when lodged, would automatically be forwarded to that dept for resolution.

# Each solving dept to themselves solve this complain by specfying their

comments regarding their workings on this complain or transfer to other dept.

# Each dept can view only complain pertaining to them only.

TCS Card Delivery System

# A system to manage production,booking, delivery of various types of cards of

the bank with the help of uploading of different types of files which are exchanged
from TCS courier service.

# Status of card records changes as a result of upload of a new mode of file e.g. if
a card was produced, its entry would exist in production file when it is uploaded.
Once it is booked by TCS, a booking file would be provided by them which would
contain the new booking no of this card. As a result of upload of this booking file,
this card state would be changed to ‘Booked’ , so on and so forth.

IT Project Managemet System

# A system to manage & assign projects of different types e.g. task, complete
project etc., to subordinate.

# Forwarding of assigned projects to another subordinate.

# Emailing summary of finished/working/pending projects to higher management

at the end of the day as well as to the assigned staff as an attachment in PDF
format.

MAJOR PROJECTS DEVELOPED

Between (2007-2012) Period:

Xpress System

# Generates financial reports like balance sheet,cash flow statement, profit & loss
etc.

# Also displays bar graphs depicting financial data.

# Has an admin and a user version. Using an admin version, user can assign
specific report rights to user & when user logs in, he can only see those reports
whose rights have been assigned to him

eVoiceDesktop

# The main controller & starting point application for all call agents workings
related with call making (outbound) or call receiving (inbound).
# Keep track of their login, logout & taking breaks during their shifts.
# Also record their ready or idle state.

# After Call Works & Customer Relationship related information is fed in database
through this system only.

# Linked with the Call Center CRM Portal which cannot be accessed without
eVoiceDesktop login by an agent.

# Linked with a gateway program through which latest customer related

information to call agents is displayed, based on card or cnic/passport no. of
customer.

Call Center CRM Portal

# Revamped the portal outlook and functionality

# The complete call center CRM portal with following features:

-Verifying of existing customer through account related information on portal.

-Lodge service requests of customers e.g. Card replacement request, account

statement, cheque book request etc.

-Forward these requests to the call center floor managers who forward to
branches/other operational dept for execution.

-Send real-time mobile recharge/topup to calling account holders.

-Pay real-time Utility Bills on customer’s behalf.

Escalation Mechanism of Call center based Service Requests

# Service requests of customers , which are lodged by call agents, need to be

completed in specified turn-around-time. This mechanism ensures timely
completion of these requests by branches/other depts by performing the following
tasks:

-Marks unfinished service requests, which have not been still completed in the
specified TAT, as escalated. This marking can extend to 4 levels if request is still
unfinished.

-Emails are sent of marked requests to relevant authorities, at every level, in order
to intimate of this latency of service request completion.

Complain Management System (In-House)

# The internal bank complain logging & resolution system.

# Includes features like complain transfer,re-transfer to other dept.

# Sends 100% valid staff contact information to support staff, enabling him to
resolve the staff problem on time.

Card Inventory System

# A system to upload, assign & authorize BISP cards.

# The three tasks: upload, assign & authorizing, are done by three different
users.

# Management of BISP cards became easier with the help of this system.
Various types of reports were also developed based on data extracted from this
system.

Before (August 2004 – August 2007) Period:

Leasing Module

# Worked on a part of Leasing module for use in the lease facility of different
products offered by the bank. It included:
– Inclusion of new product type for leasing
– Application for Lease of a product and
– Termination of a Lease.

# Developed a report that displayed a leased product's credentials and details of

this lease.

# Developed a report that indicated a lease product's details including the latest
due date for an installment for this leased product.

Murabaha Module

# Worked in a team in the development of the investment capturing option of

Murabaha

ATM Claim Settlement

# Developed a system which recorded settlement of ATM claims of different

nature and a report for displaying ATM claims settled between two specified dates
according to the nature of claim.

Provident Fund Module

# Developed a module for doing the following tasks:

– Storing of provident fund profit rates.
– Calculations of provident fund for employee(s).
– Provident Fund settlement.
– Provident fund profit and employee statements
Employee Promotion

# Worked on a program that stored promotions/increments information of

employees for a fiscal year. A report was also made to display this information.

Statistical Reporting

# Developed a report that showed monetary details associated with the following:

- Internet Banking
- Card-based transactions
- ATM withdrawals
- Mobile GSM banking and
- Also, Non-financial transactions details on ATMs.

# Developed a report that showed which employees were about to retire, up to

branch working date.

# Developed a report that specified Staff Strength of the bank.

# Worked on reports that displayed the profit calculated on Habib Zurich High
Growth Certificates, client-wise, between two dates. The Habib Zurich High
Growth Certificates is a scheme introduced by the bank.

# Developed a report that displayed the Letter of Credit (LC) details of imported
products on a daily basis.

# Developed a program that stored the lending & borrowing rates on a specified
date.

# Developed a report that displayed the average balances of branches in different

Currencies along with the total interest earned by branches on those balances.

# Worked on a report that showed the details of available cash residing with a
branch or the whole bank, between two specified dates.

# Wrote a program that dealt with calculation of profit accruals up to the specified
day on foreign exchange loans.

# Developed a report that showed the incomes earned by the bank on different
types of guarantees and the excise duty deducted on these incomes, branch-wise
and income wise, for a quarter or one month.

# Developed a report that showed the details of the transactions on the Point-Of-
Service (POS) machines via debit/ATM cards, between two dates.

# Developed a report showing off the no. and amount of transactions through
debit card at different merchants date-wise, city-wise in summarized and detailed
form.

# Developed a report that displayed information about a GSM subscriber

including mobile no subscribed, account number, type of service(s) availed and
last message sent, either through account number or GSM id.

# Developed a report showing the summary of transactions on web, atms and

POS terminals including the no. and amount of transactions.
Utility Programs

# Developed a utility program that checked locking due to database transactions

within our hPLUS banking application.

# Developed a utility program that checked status of HMB ATMs, the HMB
network on MNET Network and HMB POS and HMB merchant POS machines by
displaying the latest transaction on these machines, checking after every 1
minute.

Utility Bills Recorder

# This program recorded the utility bill information in the database.

Other responsibilities

# Development and testing of programs related with ATM, Web Banking and
GSM banking in hPLUS banking application.

# Management and monitoring the web banking servers providing web/online

banking facilities to the bank’s customers.

# Setting up new backup web servers for improved online/web banking.

# Management and Monitoring of the bank’s call center application for debit card
blocking.

# Uploading new/modified contents on the bank’s website.

# Collaborating with a design firm for the development of HMB Portal for the
bank.

# Application of SSL certificates on the web servers.

# Providing mail/phone support to customers relating with web related queries.

OPERATIONAL TASKS

Between (November 2009 – to date ) Period:

# Manage & maintain the front-end of the bank’s internal web-based portal; in-
tranet.

# Manage & maintain front-end of the call center CRM portal.

# Previously managed & maintained the bank’s information portal changes & up-
dations.

# Previously managed & maintained the bank’s website changes & updations.
 # Solve issues/queries of staff from different dept reagarding problems/issues in
intranet-based applications/modules.
Bachelors in Computer Sciences (Majors: Software Engineering)
Bahria Institute of Management and Computer Sciences, Karachi
(CGPA: 3.89)

Intermediate
Education
D.H.A. Degree College for Women, Karachi
(Percentage: 73.33%)

Matriculation
D.H.A. School, Karachi
(Percentage: 81%)

Text-editor software for Blind people with sound facility

(Final Project)

Objective: To enable the blind people to work on the computer and make simple
documents like reports, letters etc.
Academic Projects
Main Features:
(a) Paragraph, document, character-wise, word-wise and sentence-wise reading.
(b) Urdu help facility.
(c) Sound disabling facility for experienced users
Results: A small-scale facilitation to blind people enabling them to do simple tasks like
typing, making reports, letters easily with the help of sound feature, was achieved.

Tour Guide Expert System using Flex.

Objective: To facilitate people in visiting a recreational spot in Pakistan. Depending on

their interests or budget, it suggested a place ideal for them to visit.
Main Features: Fired questions based on set of rules (using forward chaining) and
asked further questions based on the current answers.
Results: It offers a piece of advice to its user in selecting an ideal recreational spot in
Pakistan.

Books inventory stand-alone application, using Java.

Objective: To handle small-scale inventory control of books in a book store
Main Features: Temporary storage of the information of new arrival books,
Searching for the available books by its author‘s name or by the book name.
Results: It enables the management of a small book store.

Languages and
Technologies PHP, MySQL, Java, JSP.
Awards & Honors # Awarded the Presidential Award ‘Izzat-e-Sabqat’ for best academic
performance on the Graduation–Level for the year 2004.

# Awarded “Gold medal” in recognition of overall excellent conduct and best

academic performance in BSE program, Fall 2000 to Spring 2004.

Hobbies -Playing with my kids.

-Watching TV.

References Will be provided on request