Experience

Smartzi

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Contact Center Team Lead

  • Dec 2022 - Present

  1. Managing day to day operations, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs. 2. Working closely with the team, motivating and coaching them. 3. Keeping up to date with business development plans and new products. 4. Supporting Operations Manager to highlight operational risks and areas for improvement. 5. Leading the team of agents to deliver excellent levels of individual/team performance and customer satisfaction. 6. Working with the management team to identify and deliver positive change and business efficiencies. Show less



DFCC Bank PLC

• Sri Lanka
• Banking
• 700 & Above Employee

• Senior Banking Assistant

  • Sep 2019 - Mar 2021

  Attached to Customer Experience Unit 1. Periodic branch visits and regular communication on service standards and delivery, 2. Identification of communication lapses within cross functional teams and provide suggestions for improvement. 3. Implementation of Mystery Shopper, Mystery Call programs and a Complaint Management System to monitor and improve service standards / levels of the bank. 4. Report lapses, improvement points in people, processes, technology that is needed to enhance customer experience. 5. Handling customer complaints directed via telephone, emails and etc. Show less



Commercial Bank of Ceylon PLC

• Sri Lanka
• Banking
• 100 - 200 Employee

• Junior Executive Assistant

  • Jul 2010 - Dec 2016

  June 2014 to December 2016 – Attached to Nawalapitiya Branch 1. Cultivated and managed new and existing client relationships of high – net-worth and influence. 2. Processed customer deposits, withdrawals and payments in a professional manner. 3. Consulted with customers, identifying financial needs and recommending appropriate products and services; card products, deposit accounts, cash management and various loan needs. 4. Marketing, selling and servicing a full range of products. 5. Maintained high standards of performance record in processing new accounts, loan appraisals through exceptional customer service, attention to detail and thorough follow-up. July 2010 to June 2014 – Attached to Card Centre - Contact Centre 1. Provided excellent services to the customers. 2. Informed the customers about our services, locations of branches, or concerns they may have. 3. Recorded customer complaints. 4. Followed up on customer complaints and claims until finding a solution. 5. Processed client transactions / refunds. 6. Assisted other agents on any situation regarding our services. 7. Supported agents with the problems with the systems. Show less