Chathuri Samarasinghe Email and Phone Number
Chathuri Samarasinghe is a Healthcare Professional II Ex-Banker (Customer Experience , Retail Banking , Consumer Lending Background) II MBA at CareRx Corporation. Colleagues describe them as "Having worked with Chathuri for five years, I must say she is an excellent professional. She helped me understand the processes, systems and digital platforms in the bank. I am impressed by her work ethic, commitment and communication skills. Plus, she easily adjusts to any given situation or business dynamics. But what makes her stand out is her willingness to help others.We have worked together on several projects, and I found her as a highly skilled and dedicated professional. I am… Show more" and "I had the privilege of working closely with Chathuri for 9 years at NDB Bank's contact centre. She was an invaluable asset, excelling in quality assurance, performance management, and coaching. Her exceptional ability to train and mentor newcomers swiftly set her apart, making her a role model in our department. Chathuri's dedication to continuous learning and expanding her role showcased her commitment to excellence. As a Toastmaster, her outstanding networking skills were… Show more"
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Pharmacy AssistantCarerx Corporation Aug 2024 - PresentOakville, Ontario, Canada -
Associate Manager - Customer Experience - Service QualityNational Development Bank Plc (Ndb) Oct 2023 - Dec 2023• 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• Carrying out staff skill audits/customer satisfaction survey and share feedback in order to ensure the service recovery• Working as an Internal Coach to the staff members in order to improve their skill levels• Continuous follow-up on development/Performance tracking of the staff members.• Develop and review policy documents related to Service Quality -
Executive - Customer ExperienceNational Development Bank Plc (Ndb) Oct 2023 - Dec 2023• 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. -
Junior Executive - Customer ExperienceNational Development Bank Plc (Ndb) Feb 2023 - Dec 2023• 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. -
Junior Executive - Credit Officer - Retail CreditNational Development Bank Plc (Ndb) Mar 2021 - Apr 2023*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), Solar loans, NRSL loans and bundle Credit Cards requests / Preparing Credit Memos for RBCC approvals*Preparation of Mortgage bonds/documentation*Monitoring of post sanction conditions of loans prior to the loan final disbursement*Responsible for loan final disbursements, flowing through workflow to core banking system, ensuring accurate creation of loan arrangements in the system.*Liaising with Sales Units, branches and other departments accordingly in terms of loan processing, disbursements and pending document collection -
Senior Banking Associate - Contact Centre - Supervisor - QualityNational Development Bank Plc (Ndb) Apr 2017 - Mar 2021▪ 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 for timely resolution of work items▪ Actively Participating at UAT sessions representing the department -
Banking AssociateNational Development Bank Plc (Ndb) Aug 2014 - Mar 2017▪ 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. -
Trainee Banking AssociateNational Development Bank Plc (Ndb) Aug 2011 - Jul 2014▪ 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. -
Internship TraineeBank Of Ceylon Jan 2011 - Jul 2011*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 branch monthly reconciliation.
Chathuri Samarasinghe Education Details
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Business Administration And Management, General -
Distinction -
Banking And Financial Support Services -
Banking And Financial Support Services -
Banking And Financial Support Services -
Banking And Financial Support Services -
Business/Corporate Communications
Frequently Asked Questions about Chathuri Samarasinghe
What company does Chathuri Samarasinghe work for?
Chathuri Samarasinghe works for Carerx Corporation
What is Chathuri Samarasinghe's role at the current company?
Chathuri Samarasinghe's current role is Healthcare Professional II Ex-Banker (Customer Experience , Retail Banking , Consumer Lending Background) II MBA.
What schools did Chathuri Samarasinghe attend?
Chathuri Samarasinghe attended Mohawk College, University Of Wolverhampton, Institute Of Bankers Of Sri Lanka - Ibsl, Institute Of Bankers Of Sri Lanka - Ibsl, Institute Of Bankers Of Sri Lanka - Ibsl, Institute Of Bankers Of Sri Lanka - Ibsl, University Of Colombo.
Who are Chathuri Samarasinghe's colleagues?
Chathuri Samarasinghe's colleagues are Erin Sperling, Prashant Yadav (Pcp), Alison Concepcion, Sahil Garg, Horatiu Stan, Lida Mah, Sheila Pratt.
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