Aqueela Amath
Sri Lanka
Summary
Proven track record in enhancing client experience at Standard Chartered, demonstrated through successful management of customer satisfaction surveys and complaint resolution, leading to significant NPS improvement. Expert in fraud screening and customer service, showcasing strong communication skills and attention to detail. Achieved notable client retention through effective problem-solving and time management.
Overview
10
10
years of professional experience
Work History
Executive - Client Experience
Standard Chartered
06.2019 - Current
- Conduct the monthly customer satisfaction surveys, identify service lapses and areas for improvement and share same with Manager client experience.
- Handling Customer complaints and issue management/ resolution, including root cause analysis.
- Investigate customer disputes concerning all retail products tp provide superior client experience and fair outcome.
- Daily complaint escalations to stake holders.
- Drive NPS improvement and action plans, based on the monthly customer satisfaction surveys.
- Engage in internal Client Experience measures such as Mystery shopper programs/ for Contact Centre, which would assist to measure and improve service levels.
- Ensure complaint acknowledgments are sent for client care centers as per the stipulated guidelines.
- Handling daily customer inquiries through retail generic mailbox.
Application Fraud Screening Assistant
Standard Chartered
11.2016 - 06.2019
- Performed Tele verification for Credit approval (Credit Cards & PL, Credit reactivation request, Credit Limit enhancement, Mortgage loan)
- Requested income documents from customers for credit limit enhancement request and follow ups on that regard until the final approval.
- Analyzed customer profile and fraudulent activities in the credit initiation process.
- Data base maintenance (PL, Mortgage)
Verification Officer
Ranvil BPO Pvt Ltd
10.2015 - 11.2016
- Performed Tele verification for Credit approval (Credit Cards & PL, Credit reactivation request, Credit Limit enhancement, Mortgage loan)
- Requested income documents from customers for credit limit enhancement request and follow ups on that regard until the final approval.
- Analyzed customer profile and fraudulent activities in the credit initiation process.
- Data base maintenance (PL, Mortgage)
Customer Service Executive
U F Lanka (pvt) Ltd
05.2014 - 05.2015
- Handling of import documentation
- Managing interactions with overseas agents and local customers for import consignments
- Following up on debtors with overseas agents and local customers
- Liaise with import operations and clearance process
- Daily shipment updates to local customers
- Creating invoices, updating customer files and update accounting records
- Provide shipment quotes for customers and set up shipments as required by customers
Education
Graduate Diploma in Management - Business Management
BMS
Colombo, Sri Lanka11.2020
G.C.E Advance Level - Commerce Stream
St Annes Convent
Wattala, Sri Lanka08.2013
G.C.E Ordinary Level -
St Annes Convent
Wattala, Sri Lanka12.2010
Skills
- Strong Communication Skills
- Problem solving and conflict resolution
- Client Retention
- Time Management
- Attention to detail
NON-RELATED REFERENCES
Mr. Nuwan Rabukwella - Manager Collection Retail Clients
Standard Chartered Bank, Sri Lanka
Tel : +94764079900
Email : Nuwan.rabukwella@sc.com
Mrs. Hareena Jayah
Senior Executive - ATO (Quality & Administration)
Sri Lankan Airlines
Tel : +94777161583
Email : hareena.jayah@srilankan.com
Timeline
Executive - Client Experience
Standard Chartered
06.2019 - Current
Application Fraud Screening Assistant
Standard Chartered
11.2016 - 06.2019
Verification Officer
Ranvil BPO Pvt Ltd
10.2015 - 11.2016
Customer Service Executive
U F Lanka (pvt) Ltd
05.2014 - 05.2015
Graduate Diploma in Management - Business Management
BMS
G.C.E Advance Level - Commerce Stream
St Annes Convent
G.C.E Ordinary Level -
St Annes Convent
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