Malik Kulathunga
Saint Marys
Summary
Experienced operational management professional with a track record of streamlining processes and improving performance. Skilled in implementing strategies that align with organizational objectives and fostering a collaborative work culture. Recognized for adaptability and dependability in fast-paced environments, consistently ensuring smooth team operations and successful goal achievement.
Overview
17
17
years of professional experience
Work History
Discharge Officer
First Mortgage Services
07.2024 - Current
- Mentored staff members, helping them develop their skills and advance in their careers.
- Implemented feedback system from community, using insights to guide policing strategies and improve public relations.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Consultant (Call Center)
First Mortgage Services
12.2023 - 07.2024
- Self-monitored and achieve process productivity and quality targets
- Effectively investigate and resolve queries
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased client retention through exceptional service and timely solutions to issues.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Assistant Manager Quality
HSBC
01.2017 - 11.2023
- Maintained a report showcasing the progress of work quality against the weekly processing volume
- Ensured compliance with HSBC Group company policies and procedures
- Maintained equipment, systems, and the general work environment in good condition, adhering to all appropriate procedures
- Communicated procedural changes and new initiatives to the team and ensured their effective implementation from a technical standpoint
- Carried out consistent training and refresher programs for staff
- Actively participated in process re-engineering and sustainable savings projects
- Monitored the service quality of the team to uphold high customer service standards
- Drove rigorous and customer-centric Quality Campaigns and initiatives to increase Quality awareness within the team
- Recognized, rewarded, and set high internal service excellence benchmarks to ensure customer delight
- Proactively identified and resolved problem situations and escalated them to achieve maximum customer satisfaction
- Took appropriate measures to improve quality and prevent recurrence
- Handled customer issues sensitively and ensured they received full consideration
- Struck a balance among tasks, team management, and individual engagement to inspire and influence staff to bring their best
- Motivated and developed team members to meet business objectives
- Created a robust team environment where skills and knowledge were openly shared to achieve team and business goals
- Regularly briefed team members and kept them informed of individual/departmental performance targets and achievements
- Shared knowledge and experience with team members, providing assistance on referred/technical issues
- Provided advice and guidance in a constructive manner
- Coordinated and assisted the management team in initiating business recovery measures
- Monitored operational risks and implemented risk mitigation plans
- Implemented cross-training plans considering global contingency requirements, staff banding progression, and operational needs while striking a balance among them
- Ensured 'Knowledge retention' in the section by reinforcing concepts through continuous staff training
- Soothed the impact of erratic workflows through effective capacity planning, leave management, and process prioritization
- Maintained tight control of operational losses and potential frauds through strong internal audits and staff feedback mechanisms
- Organized and processed/completed work within agreed time scales, including ongoing monitoring and review of workflow and priorities, following procedures
- Distributed work and allocated duties among individuals based on their experience and ability
- Monitored and achieved process productivity and quality targets
Customer Service Executive
HSBC
01.2014 - 01.2017
- Always maintained the core standards of behavior
- Ensured the equipment, systems, and general work environment were in good condition, adhering to all appropriate procedures
- Ensured compliance with HSBC company policies and procedures, including regulatory requirements
- Correctly interpreted and fully undertook instructions/requests
- Effectively investigated and resolved issues/problems or appropriately referred them with recommendations
- Escalated to the line manager when required
- Attended workshops and development programs as instructed by the manager
- Met targets on customer service, quality, call handling, productivity, and accuracy
Banking Trainee
Commercial Bank PLC
01.2008 - 01.2010
- Sorted local and foreign currencies
- Maintained book records for daily activities
- Served as a cashier in the foreign currency section
- Prepared foreign currency for shipments
- Arranged branch-required insurance coverages
Education
Higher Diploma -
Informational Technology
01.2022
Diploma -
Information Technology
01.2021
MBA - Business Administration
British School of Commerce
01.2017
Biomedical Science (BSc) -
University of Plymouth
01.2012
English Course -
Plymouth Devon International College
05.2010
Primary and Secondary Studies -
Minuwangoda Nalanda (Boys) College
01.2005
Skills
- Data Analytics
- Environmental Sustainability
- Customer Relationship Management (CRM)
- Excellent communication skills
- Excellent prioritizing, planning and organizing skills
- Customer-centric approach
- Good analytical skills
- Problem-solving skills
- Ability to handle multiple tasks
- Self-motivated
- Ability to work under minimal supervision
- Outstanding leadership skills
- Ability to adjust to changing situations
- Fast learner
- Outstanding decision-making skills
- Time management
Profile objective
Dedicated and results-driven Assistant Manager, I have a proven track record in maintaining high-quality standards, ensuring compliance, and optimizing operational efficiency. My strengths lie in team leadership, problem resolution, and fostering a collaborative work environment. With expertise in process improvement and risk management, I consistently meet productivity and quality targets while delivering results within agreed timeframes. I am ready to bring my skills and experience to contribute to your organization's success.
Timeline
Discharge Officer
First Mortgage Services
07.2024 - Current
Customer Service Consultant (Call Center)
First Mortgage Services
12.2023 - 07.2024
Assistant Manager Quality
HSBC
01.2017 - 11.2023
Customer Service Executive
HSBC
01.2014 - 01.2017
Banking Trainee
Commercial Bank PLC
01.2008 - 01.2010
Diploma -
Information Technology
MBA - Business Administration
British School of Commerce
Biomedical Science (BSc) -
University of Plymouth
English Course -
Plymouth Devon International College
Primary and Secondary Studies -
Minuwangoda Nalanda (Boys) College
Higher Diploma -
Informational Technology
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