Devin Ratnasinghe
Craigieburn,Australia
Summary
Dynamic and motivated professional seeking to leverage expertise and passion for contributing to a growing organization. Driven by a strong work ethic and adept at thriving in both team-based and individual work environments.
Overview
6
6
years of professional experience
Work History
CLIENT SOLUTIONS SPECIALIST
SS&C Technologies
Melbourne
04.2024 - Current
- Spearheaded the management of client accounts and portfolios, ensuring alignment with their strategic goals, leading to a 35% improvement in client satisfaction metrics.
- Developed and implemented innovative solutions for complex client issues, reducing resolution time by 30%.
- Led conflict resolution initiatives, utilizing positive communication techniques to enhance client relationships and retention by 20%.
- Streamlined multitasking processes, enhancing team productivity by 15% through effective task prioritization and time management.
- Engaged in proactive listening and problem-solving, successfully resolving 95% of client inquiries on first contact.
- Coordinated and optimized daily team activities, resulting in a 20% increase in operational efficiency.
- Conducted comprehensive product testing and provided actionable feedback, contributing to a 10% improvement in product quality.
- Mentored new hires by creating detailed development plans, accelerating their onboarding process and productivity.
- Played a crucial role in the hiring process, identifying and recruiting top talent..
- Evaluated client feedback data to identify patterns, ultimately improving overall service quality and client experience.
- Built relationships with customers and community to promote long term business growth.
- Collaborated effectively with team members and clients to develop strategic solutions for complex problems.
FLOOR MANAGER
Colonial Collision Centre
Melbourne
03.2023 - Current
- Designed and led training programs, boosting team product knowledge and sales performance by 30%..
- Directed a team of six, optimizing daily operations to ensure superior customer service and workflow efficiency.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed and implemented detailed timetables and personalized training programs, ensuring new hires’ seamless integration.
- Delivered engaging workshops and training sessions, driving continuous improvement and innovation.
- Initiated and led research projects to identify and implement business process improvements, enhancing operational efficiency by 25%.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
CONSUMER LENDING SPECIALIST
Commonwealth Bank
Melbourne
03.2023 - 08.2023
- Proactively identified client support needs and implemented tailored solutions, increasing client satisfaction by 25%.
- Efficiently scheduled and organized client appointments, improving service delivery and reducing wait times by 20%.
- Conducted thorough customer verification and compliance checks, ensuring adherence to bank policies and reducing risk.
- Assisted clients with credit card applications, streamlining the approval process and increasing application success rate by 15%.
- Developed strong client relationships through consistent communication and attentive service.
- Provided detailed feedback on documentation requirements, facilitating smoother application processes and reducing errors.
- Conducted outbound calls to update clients on application statuses, enhancing communication and client satisfaction.
- Actively tested the CommBank app, providing constructive feedback that led to a 10% improvement in user experience.
- Maintained precise and accurate documentation of customer interactions, ensuring data integrity and compliance.
- Consistently exceeded KPIs, contributing to the overall success and performance of the team.
CUSTOMER CARE SPECIALIST
Commonwealth Bank
Melbourne
01.2023 - 03.2023
- Delivered rapid and effective assistance as the first point of contact for customers, resolving 90% of inquiries on first contact.
- Met and exceeded KPI targets consistently in a high-paced call center environment, contributing to team performance.
- Efficiently verified customer identities and directed inquiries to the appropriate departments, reducing call transfer times by 15%.
- Demonstrated empathy and patience, ensuring clients received exceptional care and support, leading to a 20% increase in customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Responded to customer inquiries via phone, email and web-based platforms.
ONLINE TEAM MEMBER
Coles Limited
Melbourne
11.2019 - 09.2022
- Delivered exceptional customer service by proactively identifying and addressing customer needs, resulting in a 15% increase in customer satisfaction.
- Motivated and engaged staff through effective communication and teamwork, enhancing overall team performance.
- Conducted thorough inductions for new staff, ensuring their seamless integration and rapid productivity.
- Prioritized tasks effectively to meet tight deadlines, managing stock unloading and logistics with a 20% increase in efficiency.
- Proactively resolved quality and quantity issues during processing, reducing errors and improving product quality.
- Executed store opening and closing procedures with precision, maintaining operational standards and efficiency.
- Utilized data analytics tools to track performance metrics and identify areas for improvement within the team.
- Played a vital role in identifying potential employees by going through applications.
- Interviewed and hired new employees in the best interest of the company.
CREW MEMBER
McDonald’s
Epping
11.2018 - 09.2019
- Provided individual support services and direct care for people with disability both low and complex needs
- Supported clients in community participation programs to achieve their goals
- Provided accurate and detailed incident reports, progress notes, and shift handovers
- Supported participants with domestic activities and assistance with personal care
- Assisted with shopping, meal preparation, and medication assistance.
Education
Bachelor of Cybersecurity -
Victoria University
06.2024
Diploma of Information Technology -
Victoria University
Certificate III and IV - Fitness -
Australian Fitness Academy
06.2024
Year 12 – VCE Studies -
Craigieburn Secondary College
Tier 2 Compliance Solution ― RG146 Accreditation Program -
Kaplan Professional
01.2023
Skills
- Training and mentoring new staff
- Onboarding Processes
- Key Account Management
- Project management
- Applicant Tracking Systems
- Data-driven decision-making
- Database management using SQL and AWS
- Candidate Sourcing
- Pipeline Maintenance
- Recruitment
- Fluent in Python and C language
- Social Media Recruiting
- Talent management
- Strategic Planning
- Strong leadership skills
- Bilingual (English, Sinhala, Tamil)
Accomplishments
Recruiter of Colonial Collision Centre
Top 1% in customer satisfaction at Commonwealth Bank
Captain and Treasurer at Genesis Cricket Club
Achieved 85.65 ATAR
Sportsman of the Year (Craigieburn Secondary College)
Member of High Achiever's club (Craigieburn Secondary College)
Volunteer at Victoria University
Manager of Space Cadets Basketball team
Timeline
CLIENT SOLUTIONS SPECIALIST
SS&C Technologies
04.2024 - Current
FLOOR MANAGER
Colonial Collision Centre
03.2023 - Current
CONSUMER LENDING SPECIALIST
Commonwealth Bank
03.2023 - 08.2023
CUSTOMER CARE SPECIALIST
Commonwealth Bank
01.2023 - 03.2023
ONLINE TEAM MEMBER
Coles Limited
11.2019 - 09.2022
CREW MEMBER
McDonald’s
11.2018 - 09.2019
Bachelor of Cybersecurity -
Victoria University
Diploma of Information Technology -
Victoria University
Certificate III and IV - Fitness -
Australian Fitness Academy
Year 12 – VCE Studies -
Craigieburn Secondary College
Tier 2 Compliance Solution ― RG146 Accreditation Program -
Kaplan Professional