Overview
Work History
Timeline
Generic

Madhuka Athapaththu

Doha

Overview

9
9
years of professional experience

Work History

Intern

Hatton National Bank
03.2016 - 03.2018
  • Managing Accounts opening
  • Issuing of Debit cards for accounts
  • Handled branch cheques by collecting & clearing

Customer Care Specialist

Nations Trust Bank
07.2018 - 10.2024
  • Drive and achieve key performance indicators for the Contact Centre, including service levels, mails pending rates, call quality, cross-selling, as outlined in the business plan
  • Monitor and evaluate agent performance, providing learning and coaching opportunities, and taking corrective action when necessary
  • Prepare reports and analyze data to assist management in determining Contact Centre goals
  • Ensure agents understand and comply with all Contact Centre objectives, performance standards, and policies
  • Ensure staff adhere to operational activities and maintain smooth Contact Centre processes within the required SLAs, minimizing errors
  • Suggest improvements to streamline processes & introduce new initiatives to enhance cross-selling and performance
  • Drive motivation and enhance product knowledge among agents to improve quality

Timeline

Customer Care Specialist

Nations Trust Bank
07.2018 - 10.2024

Intern

Hatton National Bank
03.2016 - 03.2018
Madhuka Athapaththu