Krishni Weragala
Melbourne,VIC
Summary
Experienced Team coach and Quality analyst with nearly a decade of experience in the contact centre environment, seeking challenging career opportunities in similar industries.
Started the contact centre carrier as a customer service representative and then moved on as a collections officer until worked my way up as a Team coach and a Quality analyst for the collections department.
Prior to this, I have almost 6 years of experience as a banking consultant in retail banking sector where I completed my Diploma in Banking and Finance.
Overview
10
10
years of professional experience
Work History
Team Coach/ Quality Analyst
Humm group
Auckland, New Zealand.
07.2020 - 08.2024
- Trained and mentored new hires during the transition to the role period.
- Train the team for new products and services. - Organize the training schedules, conduct the trainings, conduct feedback surveys, and follow-up trainings.
- Conduct monthly refresher training. - Create training materials, conduct the trainings, feedback surveys.
- Create questionnaires and send them out randomly to the team to check their knowledge and identify training gaps.
- Monthly call evaluation - Evaluate 4 calls per agent per month and conduct 1-1 sessions to provide feedback and necessary training.
- Identify compliance breaches, provide feedback, and record keeping.
- Monthly email evaluations - Evaluate 1 email per agent per month from the email team, pass feedback, and have group meetings once a month.
- Monthly Audits: Audit the previous month's reports (Journal processing, refunds, debit and credit adjustments, variations, etc.).
- Pass the feedback, followed by monthly audits and record keeping.
- Monthly meetings with team managers to pass the feedback on team and training plans.
- Liaising with other departments to ensure smooth operations between the departments. -WFM, Customer services, Customer care, Sales, etc.
- Monitor and maintain the 'Team coach inbox' - monitor and reply to the emails from the team and from other teams.
Collections Agent
Humm group
Auckland, New Zealand.
05.2017 - 07.2020
- Rehabilitate overdue customers, and get them to use our products and services again.
- Make outbound calls through a dialer system to contact the customers and help them with the best suitable solutions.
- Answer inbound calls through the dialer system and help them with their queries.
- Monitor inboxes of different products, reply to customer emails, and provide solutions.
- Help the hardship team by taking their calls and working on their inboxes when they are short-staffed.
- Buddy up with new hires to help them understand how to deal with customers by profiling and negotiating to get the best possible solution.
Customer Service Representative
Humm group
Auckland, New Zealand.
12.2014 - 05.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Helped understands our products and services, take them through their statements to understand the calculations.
- Actioned limit increase requests on their credit cards by assessing their income and expenses.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Worked on email inboxes on different products and reply to customer emails.
Education
Emerging Leaders - Leadership Program
Humm Group - Staff Development
06-2024
Diploma in Culinary Arts. -
North Shore International Academy
11-2013
Diploma in Banking & Finance - Banking & Finance
Institute of Bankers of Sri Lanka
11-2011
Skills
- Teamwork and Collaboration
- Dependable and Responsible
- Analytical Thinking
- Self-awareness and self-control
- Microsoft Office Proficiency
- Friendly, Positive Attitude
Accomplishments
- Department awards for Focus on Impact
- Department award for Feed their minds
- Department award for best leader - Internal competitions
- Company award for Famous for Delivery
References
References available upon request.
Timeline
Team Coach/ Quality Analyst
Humm group
07.2020 - 08.2024
Collections Agent
Humm group
05.2017 - 07.2020
Customer Service Representative
Humm group
12.2014 - 05.2017
Emerging Leaders - Leadership Program
Humm Group - Staff Development
Diploma in Culinary Arts. -
North Shore International Academy
Diploma in Banking & Finance - Banking & Finance
Institute of Bankers of Sri Lanka
Similar Profiles
Andrew MurrellAndrew Murrell
CEO NZ Consumer & Country Manager at Humm GroupCEO NZ Consumer & Country Manager at Humm Group
John O'ConnorJohn O'Connor
Area Sales Manager UK & Ireland at Humm-Group (Finance)Area Sales Manager UK & Ireland at Humm-Group (Finance)
Keeley HobsonKeeley Hobson
Wait Staff Member at HummWait Staff Member at Humm