Syeda Fatima Agha

Syeda Fatima Agha Tel: -, email:-KEY ACHIEVEMENTS         SUMMARY OF QUALIFICATIONS Deputed as Additional Registrar at Lahore High Court Program Manager for Laptops project (https://www.pitb.gov.pk/dot) Leading the Project Management Wing at PITB Represented PITB at the ICT Global Conference 2015 http://itu.edu.pk/up-events/ict-conference/ Developed and executed marketing strategy for diverse portfolio of clients (Interflow Communications) Client Excellence Initiative “C-Factor program 2011”Citibank N.A Client Service Award 2009 – Citibank N.A Key person for Internal Audits – Citibank N.A  Training Coordinator for Central Region (Citibank N.A Lahore Branches) – 2009  Compliance Coordinator for Central (Citibank N.A Lahore Branches) – 2009  Head of Student Body (IQRA University-)  Merit Scholarships for Academic years- (IQRA University) Region       Organized and goal oriented 11 years’ experience in project handling, management and a client relationship management Analytical problem-solver, able to anticipate issues and direct new systems that streamline operations, resolve concerns and improve efficiency. Skilled in building excellent rapport with clients and team members. Able to see the big picture, delegate effectively and motivate team members to achieve on-time project completion. Freelance creative writing and blogging Computer skills include: MS Word, Excel, Access, Project, PowerPoint, SEO, Wordpress, Joomla PROFESSIONAL EXPERIENCE PUNJAB INFORMATION TECHNOLOGY BOARD Apr 2015 – Present Program Manager       Program Manager for: - Food@Home: GIS for agricultural development - Invoice Monitoring System designed for the Punjab Revenue Authority for tax collection of General Sales Tax levied on services. Entitled with exclusive role of managing the centralized Project Management Wing at PITB Deputed as Additional Registrar –IT at the Lahore High Court (Sept 2016 to April 2017) Responsibilities included overall management of the IT Wing at Lahore High Court, developing SOPs and policies to streamline processes. - Worked with the Attorney General of Pakistan; automation of AGP office and training of resources - Assisting the Punjab Judicial Academy in formulating their IT Department; executing the development of their website, assisting the development of digital learning content and other necessary applications. Program Manager for project titled ‘Distribution of Tablets to Public School Students, Punjab’ - Responsible for planning and execution of the entire project including content management and assessment. Program Manager for Literacy and Non-Formal Education – Monitoring software and application for M&Es, tablet application for assessment primary school students. Part of the project planning team e-Stamping Project & Khidmat Card Program BATES & INTERFLOW (formerly Interflow Communications Pvt Ltd) May 2013 – April 2015 Key Account Manger     Client Relationship Management Pre-Campaign Marketing Research, Planning Media planning for client marketing campaigns. Preparation of contracts and grant letters, material purchases, travel arrangements, analysis of financial statements, adjustment of budgets and schedules, and project closures. CITIBANK N.A Apr 2010- Jan 2013 Customer Service Manager Project Manager- Client Service Initiative Branch Closure Risk Mitigation Exercise/ SAR      Managed and supervised customer service team of 30+ employees Customer Care Lead: improvised on the complaint handling process thereby initiating a user friendly system for logging, tracking and resolving complaints; which further proved useful in highlighting key services indicators. Conducted cross-function training about usage of the complaint system. Monitored branch service and operations in compliance with Citigroup policies; directed the online system for shifting compliance monitoring system online for prompt identification of Red Flags and Suspicious Activity Reports (SARs). Reviewed and resolved cases breaching the standards set for the Global AML Policy; ensure implementation of Anti-Money Laundering program. Managed Branch Oversight Function (Internal Audit) to ensure all activities are in line with effective internal controls. Carried out additional duties of collaborating with law enforcement bodies to investigate and solve internal/external cases. CITIBANK N.A Apr 2008- Apr 2010 Customer Relationship Manager Project Manager – Compliance & Branch Risk Overview  Liaise with Audit, Compliance, Credit, Senior Management and other office areas.  Assist in Operations projects pertaining to the area of Account Opening in order to upload and maintain customer profile online, ensuring proper due diligence is completed to mitigate AML risk.  Complaint handling & resolution through root cause analysis and highlighting key service indicators  Managed Branch Oversight Function and conducted internal audit  Business Development and Relationship Management Jul 2006- Apr 2008     Customer Service Officer & Compliance Coordinator Led various Customer service initiatives within the branch banking Conducted due diligence for client profiles Escalated high-risk negative information in accordance with Citigroup policies. Prepared Branch Review Reports on quarterly basis EDUCATION & TRAININGS Training PMP Certification (in process), AML Sanctions, Negotiation Skills, Excellence in Customer Services, Emotional Intelligence, Managing Difficult Interactions, SAR, Bank Secrecy Act, OFAC, Wealth Management, Time management, Project Management Certification from Coursera - BBA (Hons) in Banking & Finance GCE- A Levels GCSE- O Levels IQRA University Lahore Grammar School Lahore Grammar School