• Degree Master Of Business Administration (MBA)
• Year 2013 - 2015
• College Name British School of Commerce , Sri Lanka

• Degree International Diploma In Computer Studies NCC UK
• Year 2001 - 2002
• College Name IDM COMPUTER STUDIES (PVT) LTD , Sri Lanka

• Job Profile Premier Service Relationship Officer – Premier Center
• Year November,2012 - Present
• Company HONG KONG AND BANKING CORPORATION SRI LANKA (HSBC)

Description

• Handling and assisting with management of 2 customer portfolios (450 customers in total) • Ensuring customers receive seamless and exceptional customer service and maintaining customer satisfaction and ensuring there are zero complaints. • Being part of a dynamic team of Service Relationship Managers ensuring the adherence to service levels at all times • Maintaining a good up to date knowledge on using of HSBC Banking systems to retrieve customer data and information from HFE, HUB, On Demand, EARS, E Champs (OHC), RDAS, and GWIS

• Job Profile Special Projects, Support Services Officer – RBWM (Retail Banking And Wealth Management) Contact Center
• Year December,2009 - November,2012
• Company HONG KONG AND BANKING CORPORATION SRI LANKA (HSBC)

Description

• Supporting the provision of Management Information by ensuring that routine Management Information and returns are produced and circulated in a timely manner. • Centrally coordinating internal control, audit and compliance requirements. • Ensuring the optimization of department resources by reviewing capacity plans on a monthly basis and ensuring that adequate staff, workstations and equipment are available. • Contributing towards achieving service standards and departmental objectives by assisting in the design, development of incentive schemes and monitoring of related activity.

• Job Profile Contact Center Support Services, Banking Assistant
• Year February,2008 - December,2009
• Company HONG KONG AND BANKING CORPORATION SRI LANKA (HSBC)

Description

• Coordinating departmental activities to ensure that all procedures are in line with the set guidelines and audit recommendations. • Ensuring that the updated information is filed. • Coordinating and managing the process of document archival according to the retention policy. • Preparation of Management Information. • Capacity Planning in order to analyze the previous year’s call volumes and prepare the shift roster.

• Job Profile Contact Center Team Leader
• Year January,2007 - February,2008
• Company HONG KONG AND BANKING CORPORATION SRI LANKA (HSBC)

Description

• Overseeing communications within the team and ensuring performance to meet all service standards by monitoring team performance against set service standards, regular coaching with prompt and professional handling of customer complaints. • Ensuring that call-in customers, merchants and merchant banks receive excellence at the highest level. Identifying areas for improvements by constantly monitoring calls handled by the team of CSR’s (Customer Service Representative) and counseling them accordingly, driving initiatives to enhance job knowledge and product knowledge. • Contributed to effective and efficient call center operations and service excellence by coordinating and scheduling team resources, recommending new methods, processes and tools to improve service effectiveness and efficiency. • Ensuring minimum service complaints by anticipating areas which might lead to customer complaints and implementing preventive action and setting up follow up procedures to ensure that queries by call in customers / merchants are attended to, completely and accurately. • Playing a pro-active role in identifying sales and cross selling opportunities and minimizing attrition by driving the team towards convincing and retaining customers. • Motivating my team members by constantly having morale booster programs such as team building activities and competitions.

• Job Profile Centralised Personal In Handling Customer Queries (Callback Agent)
• Year March,2006 - December,2006
• Company HONG KONG AND BANKING CORPORATION SRI LANKA (HSBC)

Description

• Handling the dispatch of internal mails to other departments on behalf of every CSR (Customer Service Representative) in the department. • Conducting training on the new system (Snag Track) for the whole department. • Ensuring effective follow up on call queries received in order to minimize complaints. • Reporting any irregularities promptly, in order for rectification. • Created a user manual for the Contact Center on Snag Track system.

• Job Profile Customer Service Representative
• Year March,2004 - March,2006
• Company HONG KONG AND BANKING CORPORATION SRI LANKA (HSBC)

Description

• Handled a varied customer base and provided outstanding customer service constantly. • Ensuring performance to meet all service standards by providing efficient and effective service and through professional handling of customer complaints. • Identifying customer needs and provide best alternatives at the initial contact point. • Providing introductory and On the Job trainings for newly recruited staff members at Contact Center.

• Job Profile MSN (MicroSoft Network) Technical Support Engineer
• Year May,2003 - December,2003
• Company HELLO CORP

Description

Online Chat Support provided to the USA and UK customers regards to the Microsoft product and services.

• Job Profile Junior Web Programmer
• Year November,2000 - January,2002
• Company SL TECHNOLOGIES (PVT) LTD

Description

• Designing and Development of Web Applications • Identifying user requirements • System Analysis and System Designing • Coding of projects