Alick Wiratunga

M: 076 721 6671 | E: [email protected]
114/B/4 Felicia Road, Kandana
 

PROFESSIONAL SUMMARY

Alick is a personable individual with proven management skills developed from ongoing employment. Highly articulate individual able to work confidently with diverse cultures and situations in which cultural awareness and appreciation is integral. Knowledgeable and experienced in assembling and managing a team sharing a common dedication to customer service and increased performance.

SKILLS

• Leadership Skills.
• Team Management.
• Statistical Analysis.
• Business Administration.
• Business Development.
• Team Player.
• Motivational Skills.
• Client Engagement and support.
• Fluent in English & Sinhala .
• Detail Oriented

WORK HISTORY

Sr. busniess banking officer​ FEB ’19 – TILL DATE

National Bank of Ras Al Khaimah | Dubai

• Performs the branch tasks under supervision of CSM to support smooth operations of the branch. Ensue adherence to department policy, procedures, standards, reporting requirements, and relevantly to regulatory and statutory requirements for presenting a positive image to RAKBANK Business banking.
• Ensure Monthly Branch schedule is prepared and circulated for Sales and CSO’s.
• Ensure all external and internal complaints are raised as service request through CRM.
• Check the Blacklist on existing CIF’s prior to processing for additional account opening or any additional product sourcing.
• Ensure additional account opening documents are scanned via OmniFlow
• Ensure all business banking TT’s are processed error free and within TAT/cut off time.
• EOD ensure that there are no work items in the CSO reject queue and if there are, ensure the same is actioned from CSO Queue, and clear the EOD report.
• Accept LC/Collection documents/Labor guarantees/STL/LAI/LBD from customers and forward to Trade finance department for processing.
• Verify and Update Trade License as per banking Operation procedures.
• Ensure KYC, FATCA, CRS Self-certification forms are duly filled & Signed by all business banking customers and approved as per bank Operation procedures.
• Ensure all business banking counter brochures are current and Valid.
• Ensure Team punctuality and make sure unwanted absenteeism.
• To Liaise with Treasury for specific request  from customers with special exchange rates for high value TT’s.
 

Team Leader – Contact centre ​ DEC ’16 – FEB ‘19

National Bank of Ras Al Khaimah | Dubai

• Telex Transfer After Service
o Drive the team to investigate and resolve and any delays in telex transfers
o Make sure the cancelations are carried out in a timely manner
o Obtain and provide special transfer rates to premium customers.
• Balance Transfer and Credit Card cheque
o Make sure the team members archive their daily targets.
o Provide reports about the monthly sales achievements
o Make sure all sales are completed with 100 % quality
• Online Banking Email Inbox
o Drive the team to action all email within the agreed SLA
o Make sure accurate information has been provided to the customers
o Drive the team to achieve the agreed quality levels.
• Ensure that individuals under supervision have appropriate levels of competency to effectively carry out their roles.
• Carry out designated operation duties, recommends improvements in the current process and ensures adherence to timescales and high degree of accuracy.
• Providing excellent customer service and adhering to all appropriate process and procedures that enables department to achieve high performance standards without compromising on desired quality standards.
• Maintain awareness of the department’s BCP to the team members.
• To carry out development and implementation of effective risk-based monitoring programs.
• Collate information/ data by utilizing a wide range of data gathering and analysis techniques.
• Follow and implement the complete understanding of ISO requirements.
• Manage any fraudulent chats/emails/calls or suspect incidents immediately to supervisor/ other responsible departments.
• Schedule shift patterns for team members to ensure that customers and always attended to.
• Understand all organization’s products, services procedures and guidelines to assist team members with complex service orders and recommend corrective action to address customer issues.
• Administer performance management by diagnosing improvement opportunities.
• Monitor calls to observe employee’s demeanor, technical accuracy and conformity to company policies.
• Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practice in order to maintain service excellence.
• Well educated in Finacle , Interactive work space , online , Equation banking systems

Senior Officer, Contact Center ​MAR ’11 – DEC ’16

RAKBANK | Dubai, Dubai

• The backup for the team relationship manager/TL and currently acting TL.
• Managing a team of 21.
• Operational Management: Assist TL in Managing chat team & adherence to schedule.
• To assist TL in recommendations for product and process development based on customer feedback and analysis of the same.
• To ensure that twitter queries are responded within TAT and monitor.
• To ensure the weekly roster is prepared as business requirement and forecast.
• To manage day to day operations of the team of associates and meet the service levels.
• To ensure that all IB mails received are responded to within acceptable timelines.
• To ensure that random chat audit is conducted and provide constructive feedback to web agents to minimize all errors on web chats.
• Provide daily/weekly/monthly MIS in line with management requirements when required.
• Maintaining all MIS reports related to the chat team.
• To ensure sales numbers are met on daily basis (RAKBANK value collection) when required by business.
• Handling customers (Business & retail) thru authenticated web chat service.
• To ensure cross sell is made on maximum numbers of chats daily.
• To ensure all chats are handled with a minimum AHT (average handling time).
• To ensure all chat queries are actioned before end of shift.

In charge of promotions / presenter ​FEB’10 – JAN ‘11

Voice of Asia (Pvt)Ltd | Colombo

• Handling all priority clients.
• Handling all public relations issues.
• Event organizing.
• Coordinating photo shoots for advertising and magazines.
• Ensuring all contracts are met without any discrepancy by advertising agencies.
• Handling hoardings and signboards.
• Organizing all station promotions and handling all the promotion.
• Handling all the department accounts.
• In change of a staff of 3.
• To ensure all day to day promotions are carried out accordingly.

In charge of promotions / presenter                OCT ’06 – DEC ‘09​ 07/2007 to 09/2010

Colombo Communications (Pvt)Ltd | Colombo

• Event organizing.
• Coordinating photo shoots for advertising and magazines.
• Handling hoardings and signboards.
• Organizing all station promotions and handling all the promotion.
• To ensure all day to day promotions are carried out accordingly.

EDUCATION

Diploma ​2005

Diploma holder in airline ticketing and reservation marketing at international airlines ticketing academy in Colombo 07 (2005)

G. C. E. Ordinary Level ​2001

St. Mary’s Vidyalaya, Kandana

ACCOMPLISHMENTS

National Bank of Ras Al Khaimah

• Implementation in RAK BANK web chat service (Project and customer Journey)
• Promoted to Sr. customer service executive, Team Leader and currently Sr. Business banking Officer.
• Certified coach/trainer for Phone banking (Contact center & Web chat) 2016.
• Achieving 100% web chat quality evaluation in the month of April 2016.
• Certificate holder for Stop communicating, start connecting program.
• Award for referring 7 auto loans ,2 business loans and 1 takaful in may 2014.
• Top performer in the month of August 2013 for cross sell.
• Award holder for contributing 3 business loans and 4 auto loans for the month of May 2013.
• Award holder for the highest value of mortgage loan on cross sell system in January 2012.
• Amongst the top 3 performers in the month of May 2012.
• Award holder for the highest asset value cross sell contribution (January – august 2012).
• Top performer in the month of November 2012 for cross sell.
• Top performer in the month of December 2012 for cross sell.
• Award holder for the highest auto loan conversations in 2012 for cross sell.
• Generating the highest expat loan for the month of December 2011.
• Amongst the top 3 performers in the month of December 2011.
• Achieving the highest number of chats taken.
• Participating in the brainstorming session in order to achieve value for needs.
Voice of Asia

• Training new comers.
• The best RDJ for the year of 2010
 

INFORMATION TECHNOLOGY

ADDITIONAL INFORMATION

• Possess a good knowledge UAT Environments and customer journey’s
• Possess a good knowledge in Microsoft Office, including Word, Excel, outlook and Power Point.
• Possess a good knowledge in GENESYS CHAT/VOICE system.
• Possess a good knowledge in IWS (Interactive workspace).
• Excellent knowledge in banking systems (EQUATION, FINACLE, PRIME, SRM, ONLINE, OMNIFLOW, CRM, WORLD CHECK, AND INTERNAL BANKING SYSTEMS.)

• Age : 34 years
• Date of birth : 20 August 1985
• Nationality : Sri Lankan
• Passport : N1555686