Laksiri Chuladsa Perera

Assistant ManagerFull Time

• Job Details:• Leading and managing a team of 33 who are providing a high quality customer service for internal & external customers via 24/7and 365 day call center operation. Also managing a part of service quality department. • Managing Inbound call center. • Managing Private banking concierge service. • Monitoring Team Schedule Adherence – (Attendance, Logging time, Break times, managing leaves & shift times). • Monitoring call center agent's occupancy and call center AHT (Average handling time) -Wrap time, after call work, Hold time & talk time. • Managing and monitoring inbound call queues. • Monitoring queue wise details (Abandonment, Call offered and waiting calls in queue) and maintaining service levels of Abandonment rate, Call offered, and waiting calls in queues. • Carrying out root cause analysis for abandoned calls & ATH. • Shadow monitoring inbound calls to ensure that the agent provides high quality service to our internal & external customers. • Creating Training plans for new recruits and under performers to ensure all the relevant knowledge is up to date and provide guidance on the errors. • Responsible for creating and maintaining the monthly roster for the call center staff and ensure that enough resources are available at any given time. • Designing rosters to minimize any additional costs. i.e. Transport/ allowance. • Providing technical guidance to the team on the content of procedures and Resolution of Issues wherever appropriate. • Organizing monthly job knowledge question papers and discussions for the team in order to keep their knowledge up to date. • Responsible for handling, monitoring, and providing solutions for internal and external customer complaints. • Carrying out root cause analysis for internal and external customer complaints and recommending solutions to higher management so the same errors won't be repeated. • Conducting training programs and presentations for higher management and other bank staff to enlighten them on real customer feedbacks and highlight the areas which needs to be improved. • Responsible for carrying out customer satisfactory survey monthly by utilizing customer center staff. • Creating Management Information reports (MI’s) to monitor effectiveness of the marketing campaigns organized by the marketing department. • Designing rewards and recognition programs to motivate and recognize outstanding customer service efforts by the Call Center team. • Preparing feedback forms, questions for customer satisfactory survey and organizing mystery customer surveys in order to obtain true feedbacks from our customers. • Analyzing feedbacks received from customers via customer satisfactory surveys and feedback sheets available at branches then recommend solutions to higher management in order to increase the customer satisfaction. • Responsible for activation / deactivation of visa debit and master credit cards and responsible for monitoring all online and overseas transactions for visa debit and master credit cards in order to prevent any fraudulent activities. • Created and developed a series of Management Information reports (MI’s) to provide the tools necessary to maintain a high quality customer service and to identify the head count requirement.

Team MansgerFull Time

• Job Details:• Leading a team of 35 who are providing a KPO services for USA client. • Created Training plan for the new comers and ensured all the trainees are up to date with the training and ensured that all learning curve target is achieved by all the trainees and 100 % Quality & Productivity is achieved in the process by auditing of the items processed by staffs and giving the targets. Provided extra training if required & provide guidance on the errors. • Provided technical guidance to the team on the content of procedures & Resolution of Issues wherever appropriate • Liaising with business partners and ensuring all issues are resolved to their satisfaction and worked as a contact person to local higher management & to the clients • Created and developed a series of Management Information reports (MI’s) to provide the tools necessary to maintain a high quality of production and to conduct route cause analyzes on errors.

Senior Supervisor Full Time

• Job Details:Provided training, leadership and support to 80 FTE.