Education

(1998 – 2018) Completed the primary, secondary & ordinary level school of studies at St. Thomas Preparatory School

2009 - 2010 Business/Commerce, General at S.Thomas' College, Mount Lavinia

Oct 17 - Mar 18 Certification in Business Management at Business Management School (BMS)

May 18 - Nov 19 Graduate Diploma in Business Management at Northumbria University

Experience

Oct 2010 - Mar 2011 Customer Service Representative at Dialog Axiata Plc

Jan 13 - Dec - 14 Service Supervisor at Hotel Renaissance

Delivering the service standards as per the agreed SOP considering hotel standards of Marriott by Overseeing and assessing service staff activities, and providing them with regular performance & service related feedback by standardizing and monitoring daily activities. Assisting customer service staff with duties where required.Training staff in areas of service and company policies.
Managing cashier coverage when required by ensuring cash flow along with settlements. Investigating and solving customer service complaints. Maintaining documentation pertaining to food and beverage department activities with consolidated authority.Performing additional duties where needed.

Feb 1 5 - Mar 16 Customer Service Representative at Scicom MSC Bhd

Assisting, advising customers & stakeholders with all the relevant and adequate information. Suggesting suitable and reliable financial plans as per the necessity of the customers by providing short, long and long-lasting solutions. Investigating and analyzing to resolve customer complaints. Being a contributing member for the overall team and center. Floor supervision and managing the Service Level Achievement in the absence of a supervisor or Manager

Apr 16 – Jul 17 Visa Risk Investigator at Scicom MSC Bhd

Responsible for payment cards fraud prevention, management of fraud, security and risk in the external Visa payment infrastructure in all countries. Under the direction of the Senior Director of Risk Management team for Seylan Bank Plc. Monitoring day to day card transactions and preventing, identifying & verifying transactions using visa payment gateway. Maintaining and taking necessary precautionary parameters to mitigate fraudulent attempts if new merchants identified using scammed, counterfeit and any other forms of unauthorized attempt of monetary policy.

Aug 17 – Oct 19 Specialist of Quality Assurance & Customer Experience at Scicom MSC Bhd

Assuring Quality Assurance KPI’s are met for the overall contact centre (Seylan Bank Project) by reviewed business goals and achievements Daily, weekly and place control to mitigate upcoming and repeated error occurrence. Devising procedures to validate and to report all operations that affect quality. Facilitating proactive solutions by analyzing quality data by ensuring all legal standards are met and communicating to the external departments.

Oct 19 – Present Assistant Manager - Quality & Customer Experience at Scicom MSC Bhd

Managing the overall Quality & Customer Experience for four accounts of Srilankan Airlines, Seylan Bank, Cinnamon Resorts & Dafabet Gaming (Contact Centre) and responsible for the achievement of Quality metrics & KPI’s. Responsible for defining Quality assurance strategy by analyzing, identifying root cause elements and innovating new developments across the projects and executing and leading the team to get results and to fix leaked defects by being the primary point.