Roshini Samarasekara

Service quality officer at AMLAK FINANCE PJSC

• United Arab Emirates - Dubai
• November 2015 to January 2019

Achievements:
 Developed and implemented a comprehensive Customer Care Program to promote customer oriented service culture at the branch.
 Maintained an exemplary score on CSAT and retention parameters, which was a result of competency development and motivation provided to front-line staff.
 Provided counseling & coaching sessions in addition to recommending apt training for staff with service deficiencies. This led to drastic improvement in service quality levels.
 Established suggestions and reward schemes, as well as management of the Quality Standard Guide.

Key Responsibilities:
 Conducted customer satisfaction / expectation, mystery shopping surveys, sales surveys and prepared reports to be submitted to the management on the findings alongside critical observations.
 Liaised across branches and undertook competitor benchmarking regularly to assess means of elevating the level of service and position of the organization amongst best service providers in the market.
 Developed, recommended and set achievable service targets for staff, branch and sales, call center and monitored their development.
 Audited the complaints of the management unit in accordance with the policies and recommended TAT/SLA and complaint handling process implementations & enhancements.
 Assisted with the preparation of Service Level Agreements (SLA) across the organization to ensure the timely and effective delivery of various services.
 Reviewed service quality standards/Procedure & Policy for the organization through following and researching on the generally accepted banking quality standards recommended changes.
 Carried out spot checks of the branch (i.e. branch and Call Center, Sales Department, Collections) in order to monitor service quality standards are being maintained properly.