Thurstan College

G.C.E. Advanced Level Examination

Thurstan College

ORDINARY LEVEL

IMM Consults 2024 - Present

MANAGER - BUSINESS DEVELOPMENT

Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times. Developed long-lasting relationships with clients to ensure consistent retention and loyalty. Managed risk effectively by closely monitoring client portfolios and making timely adjustments. Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns. Mentored junior advisors, fostering a supportive team environment focused on growth and learning. Developed strong relationships with clients through regular communication and excellent customer service. Participated in ongoing professional development opportunities to stay current with industry trends and best practices.

Montrela Consultants 2022 - 2024

MANAGER - BUSINESS DEVELOPMENT

Creating development plans and forecasting sales targets and growth projections Identifying market opportunities through meetings, networking, and other channels Meeting existing and potential clients and building positive relationships Liaising with colleagues to develop sales and marketing strategies Preparing sales presentations and participating in sales meetings Producing reports for management Training business developers and sales colleagues Working in a client\'s business or in an office

Scicom Lanka Private Limited 2019 - 2022

OPERATIONS MANAGER

Manage the contact center of Seylan Bank, with over 50 employees from different social and cultural backgrounds Converted call centers to contact centers by extending the channels of service provision to Outbound, Chat, Social Media, and back office functions Converted call center perception of being a center to a revenue-generating center Generate leads and prospect sales through cross - selling, up-selling, and telesales activities to achieve over 100% cost recovery on the center Overlook L&D, QA & CE, and MIS departments assigned to the specific operation managed Is part of the working committee to implement ISO 27001 ISMS and PCI DSS standards The center was awarded the Customer Service Excellency by LMD magazine for two consecutive years (2019 & 2020)

Scicom Lanka Private Limited 2017 - 2019

ASSISTANT MANAGER OPERATIONS

Overlooked L&D Department Acting Manager of Operations for the contact center of Seylan Bank

Scicom Lanka Private Limited 2014 - 2017

SPECIALIST - LEARNING AND DEVELOPMENT

Oversaw the Training and Service quality of the Seylan Bank call center Improved and maintained customer satisfaction rate Create and execute learning strategies and programs Evaluate individual and organizational development needs Implement various learning methods companywide (e.g Coaching, job-shadowing, online training) • Design and deliver e-learning courses, workshops, and other pieces of training

Scicom Lanka Private Limited 2013 - 2014

CUSTOMER SERVICE ASSOCIATE - VISA RISK INVESTIGATOR

Monitored and analyzed daily merchant batch settlement queries to detect irregular patterns in transaction activity and initiate appropriate adverse action to mitigate loss Investigate high-risk or suspicious transaction activity with merchants, issuing banks, and cardholders to determine the proper action Was appointed as a Specialist in Learning and Development in 2014

Scicom Lanka Private Limited 2013 - 2013

EXECUTIVE - CUSTOMER SERVICE

Answer incoming customer phone calls and take appropriate action for each call Maintain customer satisfaction ratings based on explicit criteria set forth by the company Attend mandatory training sessions to stay updated on product or company policy changes Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input

Seylan Bank PLC 2009 - 2013

EXECUTIVE - CUSTOMER SERVICE

Input data into the company computer platform to keep each customer record updated Improved and maintained a 95% customer satisfaction rate Worked as a CSE for 4 months was promoted as Visa Risk Investigator Answer incoming customer phone calls and take appropriate action for each call Maintain customer satisfaction ratings based on explicit criteria set forth by the company