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.

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.

• 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

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

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