Customer Service Manager

}THARAKA SANDARUWAN BANDARA GAMAGE

Address :Nidharsha,Pudumale watta,Weligalla

Phone Number :Personal +947********

E-mail : *************@*****.***

NIC Number :820502272V

School :St. Anthony’s College-Katugastota

Objectives

Seeking a challenging career in the field which offers the opportunity to practice & develop my knowledge, skills & ability gained through experience and education where I could move up the ladder progressively while acquiring an over-all exposure in Banking & finance, whilst contributing to the success of the organization.

Education

GCE Ordinary Level examinations in year 1998-7 Distinctions and 1 Credit

GCE Advanced Level examinations in 2001/02-1 Credit pass and 2 Simple Passes in Mathematics

Successfully completed the Diploma in Computer Studies-IDM

Diploma in Banking & Finance – Wigan & Leigh College – UK

Certificate course in Branch Banking operation conducted by IBSL and NDB Bank

Completed the Diploma in Credit Management in IBSL-Pass

Completed the Advance certificate course in Branch banking operations-Conducted by IBSL and NDB Bank-Pass

Following MBA in E-soft Metro campus (affiliated London Met – UK)

Experience

Present Employment

Employer : AIA Insurance PLC

Designation : Wealth Planner-Premier Agency Circle from 2020 March

Previous Employment

Employer : Ambasewana Holdings(PVT)LTD(Immediate Previous)

Designation : Senior Marketing Manager for Aviana Private Chalets.

Employer :Nations trust Bank Plc

Designation : Banking Assistant

Reporting to : Branch Manager-Kandy Branch

Department : Retail Banking

Employer : National Development Bank Plc

Designation : Banking Assistant/Senior Banking Assistant

Reporting to : Branch Manager

Department : Retail banking

Employer : National Development Bank Plc

Designation : Assistant Branch manager

Reporting to : Branch Manager

Department : Retail banking

Employer : National Development Bank Plc

Designation : Branch manager

Reporting to : Regional Manager – North western

Department : Retail banking

Key Responsibilities

Previous-Field of Banking.

Provide effective and efficient Customer service

Resolve customer queries and complaints

Actively involved in cross selling products to customers

Ensure timely and error free completion of transactions

Ensure adherence to the bank’s guidelines

Build and maintain good relationship with existing portfolio whilst acquire new customers through active lead generation and follow up on leads.

Assigned to system development project and given entire responsibility to develop the Pawning Module, also to assist in development of other modules such as Customer, Accounts & Teller Functions

Real Estate and Insurance

Build and maintain good relationship with existing portfolio whilst acquire new customers through active lead generation and follow up on leads.

Closely monitoring the development of and progress of the constructions of each client and update them.

Organizing marketing campaigns and promotions with regard to the sales and branding.

Experience – Sales & Customer Service

Ensure that a consistently high level of customer service is maintained and contributing positively to growth of the company image.

Directing and guiding the staff assistants who reported to me, to be capable of performing their duties with a view to achieve expectations.

Proactively cross sell profitable products and provide higher value investment and insurance products.

As customer service officer, job enhanced and developed my communication skills, service orientation, and win-win approaches in business deals, problem solving, listening and marketing skills.

Canvassing of account opening and salary transfer to the bank.

Prospecting of potential customers through referrals obtained from peers, friends, existing clients and internal client database.

Generating new business through network marketing and direct marketing strategies.

Making awareness of products and services to customers.

Personal customer visits to companies and individuals to market products and services.

Delivery of high quality service experience to clients with a personal touch.

Handling complaints to avoid any confrontations and increase customer satisfaction.

Telephone skills, attending client inquiries.

Co-coordinating marketing events, campaigns and promotions.

Currently handling a personally developed data base of more than 1.5Mn client which includes high profiled professionals, Business personals,Individuals etc. for eternal marketing campaign and promotions.

Experience - Special Projects ( Core Banking System Development)

Coordinator of system development project management retail liabilities unit – Temenos T24

Responsible for providing model bank requirements.

Responsible for providing requirements of account system and structure.

Requirements for planning (RFP)

Model bank system checking for SFA factors (suitability, feasibility & acceptability).

Comparing the present Vs proposed new system

Providing and checking parameter for products.

Business process alignment (BPA)-Checking and fine tuning the requirements before User acceptance test (UAT).

Performing UAT for core banking system.

Preparing test scenarios and test scripts for testing.

Preparing user manuals and guidelines

Redesigning the branch procedure manual according to the new system and changing environment.

Special Achievements

Individual Performance

Star award winner for customer service,Mobilising deposits and enhance the bank revenue-Nations trust Bank PLC 2005/2006

1st Place in Staff get member campaign for current Accounts-Nations trust Bank PLC 2006

1st Runner-Up Staff get member campaign for Savings Accounts-Nations Trust Bank PLC 2007

Team Performance

1st Palce in Minor Account campaign in 2005 for Christmas-Nations Trust Bank PLC,Kandy Branch

1st Runner-up for Bancassuarance competition in 2009 Retail Banking Awards-NDB Bank PlC

2nd Runner-up for Mobilizing Deposits in 2009 Retail Banking Awards-NDB Bank PLC

Two times awarded at the AIA awards night for the best referrals

Involved in three branch openings as an Assistant Manager and a branch Manager

Extra Curricular Activities

Member of the School Under 19 Karate Team

Member of Youth Exploration Society-Peradeniya Botanical Garden

Member/Officials of various societies and organsations in School

Skills

A good team player and team builder

Positive thinking and doing abilities

Quick learner

Ability and interest in educating, exploring and applying new concepts.

Good listener and conversationalist

Refrees

Name : OShada Samarajeewa

Designation : Head of operations-Ambasewana Holdings(PVT)LTD

Mail Address : No 964/2/A,Pannipitiya Road,Baththaramulla.

Email : *******.******@*****.***

Mobile : 077*******

Name : Mr. Madura Uduwaragedara

Designation : Senior Manager-Small and Medium Enterprises

Mail Address : No 40,Nawama Mawatha,Colombo 02

Email : ******.*************@*******.***

Mobile : 077*******

Telephone : 011*******

I confirm that the above information provided by me, regarding my employment and work experience, skills and achievements are true and correct to best of my knowledge

Tharaka Gamage

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