Serxhio Skarco Email & Phone Number

London Area, United Kingdom

- Lead and manage a team of Customer Service Officers, providing training, development, and support to ensure optimal performance and professional growth.- Collaborate with the Head of Customer Savings Operations to ensure efficient resource planning, meeting daily contact demands and driving operational excellence.- Oversee the delivery of customer service excellence, ensuring key processes are adhered to and that customer outcomes align with the bank’s standards.- Monitor and analyze team performance using KPIs and KRIs, adjusting workloads as needed to prioritize critical business processes.- Handle escalated customer complaints and ensure a smooth resolution process, maintaining compliance with FCA guidelines and the bank’s policies.- Support recruitment and selection activities, working with HR to build a high-performing Savings Operations Team.- Drive continuous improvement by recommending process enhancements and regularly reviewing the quality of customer interactions.- Collaborate with cross-functional teams (Compliance, Complaints, Quality Assurance) to streamline operations and ensure adherence to regulatory requirements.- Champion change by focusing on improving the customer experience, ensuring alignment with the bank’s values of integrity and customer-centricity.- Ensure compliance with financial crime controls, risk management protocols, and other regulatory requirements in all customer interactions.- Provide quality assurance, performing checks and authorizing transactions to ensure accuracy and customer satisfaction.

London, England, United Kingdom

Working with client investments, responding promptly to all client requests, taking ownership of client investigations and collaborating with operational and middle-office teams to ensure effective resolution,▪ Enforcing banking policies and procedures to ensure operational integrity while maintaining high client satisfaction▪ Providing compliance guidance and support to the EMEA Research team, working closely with Investment Banking, Capital Markets, Markets and Wealth Accelerator teams▪ Assisting clients with stock quotes, account balances, and account-related details, and FX queries using Eclipse▪ Advocated for a client appealing a $120 maintenance fee having breached the minimum balance, negotiated with team lead to refund the fee and retain the client, later moved to private banking as a high-revenue earner▪ Made a proposition in month 1 to Sector VP to split the existing team into 3, covering Payments, Investments & ISA Transfers, and BAU, implemented in 5 months, greatly improved client satisfaction, and still operating as such

Headed a cross-functional team of 18, mentoring performance to achieve and exceed a range of KPIs, addressing a backlog left by the previous incumbent, with a 33% reduced team headcount▪ Tasked with >55% CSAT, 5.3 Calls per Hour, <0.2% Errors, >88% Timekeeping & Attendance and <8% absence▪ Delivered 75% CSAT, 8.2 Calls per Hour, 0.09 Errors, 93% T&A, and 4% Absence, maintained for a year▪ Met with colleagues 1-1, made presentations, and installed recovery plans to resolve high-errors and risk failure, a great success later shared with other managers across the business at the request of the Site Manager▪ Devised and implemented an employee engagement plan, improving results from 60% to 80% in 6 months▪ Analysed data to identify potential areas for team and process improvement and development▪ Liaised with company stakeholders to devise quality solutions balancing profitability against customer service▪ Managed the complete application lifecycle for government bounce-back loans (BBLS)▪ Maintained robust relationships with company stakeholders and third-party suppliers▪ Recruited talent for the team and managed performance through evaluation and balanced feedback▪ Trained new starters and developed team capabilities and skills, with 11 colleagues achieving internal promotions▪ Retained vigilance for potential crime to safeguard customer accounts, adhering to AML and other guidelines▪ Managed implementation and delivery of multiple simultaneous pilot projects, reporting to senior stakeholders▪ Received high praise at performance review for personal and team performance, and team received a bonus▪ Reduced personal average call handling time from 650 seconds to 510 seconds while retaining quality service▪ Voted Manager of the Month and Best Specialist Team on numerous occasions, at least once per quarter

London, England, United Kingdom

Coached, mentored and led a team of 15 customer service assistants, jointly delivering excellent customer support▪ Created a strong professional environment, utilising knowledge and understanding of risk and compliance▪ Focused on employee development by creating a positive and nurturing environment for professional growth▪ Identified call trends and potential issues during peak call times, and devised systems to improve performance▪ Addressed a call duration issue with one team member, listening to concerns, coaching, call monitoring, role playing and explaining processes, improved performance from 3.2 to 5.7 calls per hour against a target of 4.8+▪ Part of pilot and deployment of CBILS & BBLS schemes, opening business/personal online accounts for clients▪ Team Leader of the Month in the first month

London, England, United Kingdom

Received calls from business and commercial customers, resolved issues and queries, and processed high-value, international and domestic transactions, identifying opportunities for add-on- and up-sales▪ Effectively bridged knowledge gaps in all business areas to provide a range of expertise on all products and services▪ Known for high customer satisfaction, proactively identified skills gaps among the team and provided coaching▪ Leveraged creative problem solving skills to provide solutions and maintained excellent customer-bank relationships