Hasitha Munasinghe Email & Phone Number

In my current role as an Operation Executive at CCAPS Back Office, I am responsible for a range of critical tasks that ensure the smooth functioning of our payment systems. I specialize in ISO 8583 messaging formatting and Unix operations, managing day-to-day SLIPS operations, and preparing comprehensive daily and monthly reports, including billing reports. My role involves monitoring the behavior of CAS, CEFTS, and CPS transactions within the switch, as well as resolving reconciliation issues raised by banks and other institutions. Additionally, I handle the secure transfer of MLNS files to CBSL through FTP, and I provide essential training to new participants on CAS and CEFTS systems. My work is crucial in preparing detailed reports for CAS, CEFTS, SAS, and CPS on a daily and monthly basis, ensuring accuracy and compliance at all times.

Colombo, Western Province, Sri Lanka

In my role as Executive at External Services Department, I am deeply involved in the real-time monitoring of CAS, CEFTS, CPS, SAS, and CCAPS systems around the clock, ensuring their continuous operation. I assist with the CCAPS EMS & Adjustment process, adhering to operation manuals and EMS rules, and I am responsible for addressing all bank queries received via support emails. Additionally, I conduct bank training sessions and progress review meetings, and I manage cutoff times and priorities as assigned by management, ensuring that all processes are executed smoothly and efficiently.

Colombo, Western, Sri Lanka

In my role as a Supervisor Contact Center in Customer Compliance Management, I was responsible for addressing customer inquiries and resolving issues through phone or email, ensuring that each case was handled in accordance with established guidelines. I played a key role in team development, focusing on recruiting, training, and equipping call center representatives to effectively manage customer questions, complaints, and troubleshoot service or product issues. My role also involved monitoring performance by tracking and analyzing key performance indicators (KPIs) such as call volume, wait times, and abandonment rates. I identified operational challenges and proposed enhancements to improve efficiency and service quality. Additionally, I compiled and analyzed reports to assist management in setting and achieving call center goals, and worked closely with other supervisors and the management team to support agents and enhance overall customer satisfaction.

Colombo, Western, Sri Lanka

In my role as a Customer Service Specialist, I handled customer inquiries and complaints across a wide range of the bank's products and services, including CASA, ATM, POS, E-Banking, Loans, FD, Leasing, Credit, Debit & Travel Cards, Smart Pay, Foreign Currency, and ACS. I managed these interactions through multiple channels such as email, phone, and chat, ensuring prompt and effective customer service.

Master Of Science In It & Strategic Innovation

Master Of Business Administration - Mba

National Diploma, Information Technology, Nvq Level 5