Laksiri Perera, Customer Experience

About

With 12 solid years in background with bank customer complaint management, customer service, contact center operation and more than 20 years of experience in managing teams, customer experiences

Experience

Pan Asia Banking Corporation PLC

Jun 2019 – Present

Colombo - Sri Lanka

Manager II – Service Quality & Contact Center

• Act as the head of Customer Excellence Management team of the bank and main contact point for external & internal customer complaint management unit. • Liaise with Central Bank of Sri Lanka / Financial ombudsmen Of Sri Lanka in providing justifications with related to customer disputes. • Ensure customer complaints are duly investigated in efficient manner and take appropriate measures to address the concerns. • Managed to reduce customer complaints by 20% with effective root cause analysis and implementing solutions for minimize repeat complaints. • Achieved 99% service levels in resolving customer complaints on pre agreed time lines by liaise with internal stakeholders. • Established service quality evaluation mechanisms to identify service gaps & provided solutions. • Effetely correspond with the customers via letters / Emails / verbally / Face book chat & web chat on dispute resolution and achieved 99% respond rate. • Conduct internal & external mystery customer surveys across the branch network to ensure 95% customer satisfaction is achieved. • Implemented digital customer feedback system across the branch network. • Managing Contact Center / Customer service hotline to cater various customer request / inquiries / complaint with achieving 98% inbound call answer rate. • Managed reduced inbound call volumes by 13% with the implementation of automating credit card balance service via SMS. • Conducting training programs on product and new initiatives & service standards for all bank staff. • Data collection & presentation of reports relates to customer complaint for the Board Integrated Risk Management Committee (BIRMC)

Pan Asia Banking Corporation PLC

Jun 2010 – Jun 2019

Colombo - Sri Lanka

Assistance Manager - Contact Center

• Lead and managed a team of 35 staff members who are providing a high quality customer service for internal & external customers via 24/7and 365 day call center operation. • Managed to achieve 98% inbound call answer rate by monitoring team schedule Adherence (Attendance, Logging time, Break times, manage leaves & shift times) and call center agent's occupancy. (AHT (Average handling time) - Wrap time, after call work, Hold time & talk time.) • Implemented call back service for pure abandoned callers by automating pure abandoned call reports. • Achieved 95% call quality by shadow monitoring and auditing inbound call handlers. • Created effective training plans for new recruiters / under performers to ensure all the relevant knowledge is up to date and provided technical guidance to the team on the content of procedures wherever appropriate. • Assisted marketing department reduce marketing campaigns cost by 15% by creating management information reports (MIS) to monitor effectiveness of the marketing campaigns.

HSBC Bank Plc

Jun 2008 – Jun 2009

Sheffield - United Kindom

Global Governance Officer

• Actively managed the relationship between Tax and Central Review Services (TCRS) in UK and various Group Service Centers (GSC) based off-shore (United Kingdom, India, China and Sri Lanka ) to ensure the effective completion of Tax-related processing • Monitored the performance of operators in the GSC, both from an FSA (Financial Services Authority) regulatory requirement perspective and an operational perspective through the use of Performance Level Agreements (PLA) • Audited GSC financial invoices for their services to the UK to ensure correlation with the work completed. Additional monitoring is undertaken to ensure GSC accounts falls within the UK’s annual operating plan. • Granted accreditation for GSC’s staffs based on the individual performances with comply with group tax requirements. • Updated and created procedures for Tax-related services, ensuring clarity for GSC operators as well as compliance with UK tax regulations. • Facilitated seamless migration of UK processes to GSC sites by aiding the project management team in the UK and processing teams in the GSC with logistical issues.

HSBC Group Service Center

Jun 2004 – Jun 2008

Colombo - Sri Lanka

Assistant Manager –Operation

• Lead multiple teams during the term of employment, with a maximum of 80 full time employees (FTE) • I was send to UK twice (8 weeks to Manchester in 2005 and for 6 weeks to Sheffield in 2006) learn multiple process & train 48 staff members on 30 different queues in HSBC Group Services Center in Sri Lanka on return. • Trained and supported all members of staff in effectively processing a wide variety of work, ensuring service level agreements (SLA) are met and exceeded in regards to quality and productivity • Ensured that all learning curve targets are achieved by all the trainees and 100 % Quality & Productivity is achieved in the process by auditing of the items processed by staffs and giving the targets. • Effectively managed high risk processes during periods of unexpectedly increased volumes in a potentially high pressured environment and managed to achieve BAU (Business As Usual) status in all processes well before the time scales given by the business partners • Provided technical guidance to the team on the content of procedures & Resolution of Issues wherever appropriate and liaised with business partners ensuring all issues are resolved to their satisfaction. • Deputized for the Manager during periods of absence, fully assuming all responsibilities

Education

Pearson BTEC

Dec 2022 – Present

Management , Management

Laksiri Perera

Customer Experience

Skills

Languages