Maruf Ashraf

Background

About Maruf Ashraf

Skilled Business Process Analyst with a proven track record in driving operational efficiency, enhancing customer satisfaction, and delivering successful projects. I excel in process mapping, analysis, and optimization, collaborating with cross-functional teams to identify improvement opportunities and implementing effective solutions. With a strong background in banking operations and projects, I am focused on streamlining processes and delivering exceptional results. As a Business Process Analyst, I led the development of over 100 end-to-end business processes, resulting in enhanced efficiency and elevated customer satisfaction. I utilized thorough process mapping and analysis to identify areas for improvement and recommended updated workflows through benchmarking and root cause analysis. By collaborating with stakeholders across departments, I addressed process-related issues and provided training to customer service officers, ensuring smooth adoption of new processes and applications. In my role as an Operations Specialist, I processed a high volume of customer onboarding applications and transactions daily while maintaining regulatory compliance. Promptly addressing customer inquiries from multiple channels, I provided accurate resolutions, ensuring a positive customer experience. Additionally, I implemented a system for organizing customer records, improving process efficiency. As a Business Analyst, I played a pivotal role in the successful launch of 'IFIC Mobile Financial Services.' Through effective collaboration, I contributed to planning, development, testing, and implementation of the product. I conducted meetings and workshops to gather information and ensure project progress. Furthermore, I developed project documentation and provided training to operations, customer service, and contact center teams, ensuring the effective delivery of mobile financial services- Process mapping and analysis | Workflow optimization | Benchmarking | Root cause analysis | Training and support delivery | Customer service resolution | Regulatory compliance | Project documentation | Meeting facilitation | Mobile financial services implementation