Chathuri Samarasinghe Email & Phone Number

Oakville, Ontario, Canada

• Overlooking bank’s Contact Centre/Customer touch points in terms of ensuring service quality.
• Empowered with knowledge in terms of both retail banking, omni channels, lending and digital financial services*Assisting staff members with first call resolution and guide to deliver a great customer experience
• Carrying out service quality observations and feedback sessions to staff in order to ensure consistency.
• Carrying out soft skills training sessions, product & process trainings and huddles, SOP training sessions.
• Ensuring all the training materials/product information are up to date and cascaded to the relevant staff members accordingly.
• Preparing weekly and monthly MIS reporting’s to stakeholders

• Ensuring service quality in main customer touch points in the bank
• Carrying out service quality observations and feedback sessions to ensure consistency.
• Carrying out soft skills training sessions, product & process, SOP training sessions.
• Ensuring all the training materials/product information are up to date and cascaded to the relevant staff members accordingly.
• Preparing weekly and monthly MIS reporting’s and carrying out skill audits/customer satisfaction survey.
• Working as an Internal Coach to the staff members in order to improve their skill levels.

• Overlooking bank’s Contact Centre in terms of ensuring service quality.
• Carrying out service quality observations and feedback sessions to ensure consistency.
• Carrying out soft skills training sessions, product & process, SOP training sessions.
• Ensuring all the training materials/product information are up to date and cascaded to the relevant staff members accordingly.
• Preparing weekly and monthly MIS reporting’s and carrying out skill audits/customer satisfaction survey.
• Working as an Internal Coach to the staff members in order to improve their skill levels.

*Conducting credit appraisals of new borrowers, assessing their credit worthiness and recommending Loan Requests to approving levels.*In depth knowledge in terms of loan documentation, process and underwriting standards, borrower assessment criteria*Handled Personal loan applications (salaried/self-employed), Mortgaged backed loans (Vehicle/Property).

• Handling “Contact Centre – Internal Training & development Function” which includes Conductingproduct & system training for new recruits, conducting internal trainings and huddles, productrefreshers to the staff members.
• Carrying out service quality observation and providing feedback to staff
• Primarily responsible for reviewing and drafting departmental process and product manuals/Training Master file of the unit.
• Assisting the Contact Centre Team in day-to-day customer inquiries and customer concerns handlingas a supervisor
• Handling of omni channels (Bank general email correspondence- contact@ndbbank.com, Neos SecureMessaging and Facebook), in depth knowledge on the procedures to follow /stats
• Handling an Administrator role in bank's Customer Service Management System (CSRM), ensuring all customer requests/concerns are routed throughCSRM and working closely with Contact Centre & CX/Internal departments Teams.

• In-depth knowledge in terms of all Retail Banking Processes and Products
• Responsible for the team performance with driving overall KPI’s, achieving service level standards and individual performances.
• Responsible to overlook omni channels of the bank.
• Drafting and implementation of departmental procedures and guidelines and periodically reviewingthe same.
• Implementing controls to conform to internal and external audit requirements.
• Active member of various UAT projects within the bank representing the Contact Centre.

• Handling of inbound calls, assisting customers with their day-to-day queries, liaising with otherdepartments to ensure customers’ requirements are satisfied.
• Fraud monitoring for Debit Cards and Credit Cards
• Handling of NDB Bank Online Secure Messaging Service and Bank Customer Service Email.

*Served as a trainee attached to Customer Service Unit of Bank of Ceylon – Super grade branch - Dehiwala as a pert of Job Skills Development Program offered by the bank*Handled branch customer service operations, specializing in accounting and reporting function, safety deposit locker facility handling and pawning transactions.*Hands on experience in.

Postgraduate Diploma, Business Administration And Management, General

Master Of Business Administration - Mba, Business Administration And Management, General, Distinction

Diploma In Applied Banking And Finance, Banking And Financial Support Services

Certificate In Banking And Finance, Banking And Financial Support Services

Diploma In Credit Management, Banking And Financial Support Services

Certificate In Branch Banking Operations, Banking And Financial Support Services

Diploma In Business English, Business/Corporate Communications