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
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BBA (Hons) in Banking & Finance
GCE- A Levels
GCSE- O Levels
IQRA University
Lahore Grammar School
Lahore Grammar School
