Pradeepa Dias
Canning Vale
Summary
Dynamic Account Manager with a proven track record at Commonwealth Bank, excelling in client engagement strategies and exceptional customer service. Skilled in building strong relationships and achieving high client retention rates, I leverage effective communication and strategic goal setting to drive success and enhance client satisfaction.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Account Manager
Commonwealth Bank
01.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Developed customized account plans for clients to help them achieve their business goals.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Contributed to team objectives in fast-paced environment.
- Attended monthly sales meetings and quarterly sales trainings.
Customer Service Specialist
Commonwealth Bank
10.2018 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Customer Sales Manager
Coastline Corporation Pty Ltd
10.2009 - 09.2018
- Managed a team of sales representatives to achieve monthly and quarterly sales targets.
- Exceeded annual sales goals by implementing effective territory management techniques.
- Expanded market reach by identifying new sales channels and forging strategic partnerships with industry influencers.
- Established strong relationships with key clients, leading to increased repeat business and referrals.
- Assisted in developing pricing models based on market research data analysis to maximize profitability without sacrificing competitiveness in the market space.
- Implemented streamlined processes for order management, reducing fulfillment time and increasing customer satisfaction.
- Increased customer satisfaction by addressing and resolving customer inquiries and concerns promptly.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Production Manager
Mlesna Ceylon
08.2003 - 04.2009
- Resolved issues quickly to maintain productivity goals.
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
- Oversaw quality control efforts, maintaining strict adherence to industry standards and regulatory requirements while achieving high levels of customer satisfaction.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Reviewed work for quality and compliance with company standards and design specifications.
- Managed internal operational standards and productivity targets.
- Reviewed maintenance and repair problems to determine appropriate action for resolution.
- Reduced waste and material costs by optimizing resource allocation and inventory management.
- Estimated labor requirements to support anticipated workload.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Mentored junior staff members on best practices in production management, cultivating a skilled workforce capable of tackling complex challenges headon.
- Implemented preventive maintenance programs for equipment, extending their lifespan and minimizing downtime due to malfunctions.
- Championed safety initiatives within the workplace, leading to a significant decrease in accidents and injuries among staff members.
- Developed strong relationships with key stakeholders, resulting in better collaboration and alignment on project objectives.
- Negotiated with suppliers for better raw material prices, achieving considerable cost reductions.
- Coordinated with sales and marketing to align production schedules with market demands, optimizing inventory levels.
- Collaborated with R&D to integrate new technologies into production processes, enhancing product features.
- Evaluated employee performance and provided feedback and training as needed.
Production Executive
John Keells Holdings
11.1997 - 08.2003
- Conducted regular performance reviews, identifying areas for process improvement and cost savings opportunities.
- Mentored junior staff members, fostering an atmosphere of professional development within the organization.
- Reviewed raw data and production trend forecasts to effectively plan operations.
- Determined best and most efficient uses of available resources, labor, and equipment.
- Recommended process improvements to enhance product quality.
- Monitored inventory levels to ensure adequate stock of materials for uninterrupted production operations.
Assistant Lecturer
University Of Kelaniya, Sri Lanka
09.1995 - 10.1996
- Participated in professional development workshops to continuously improve teaching skills and stay current with industry trends.
- Adapted lesson plans based on student feedback and progress data, ensuring optimal content delivery for improved understanding.
- Participated in weekly faculty meetings and contributed to curriculum review.
- Initiated and facilitated classroom discussions.
Education
No Degree - Banking And Finance
Kaplan Professional
Sydney, NSWBachelor of Science - Biological Sciences
University of Kelaniya-Sri Lanka
Sri Lanka08-1995
Skills
- Client engagement strategies
- Effective customer support
- Effective team collaboration
- Client relationship management
- Client interaction coordination
- Exceptional customer service
- Goal-oriented
- Strong relationship-building communication
- Strategic goal setting
- Strengthening client partnerships
- Expertise in compliance standards
- Customer service excellence
- Account management
- Teamwork and collaboration
Certification
- Banking and Financial services
- Licensed Quality Assurance representative
Languages
Sinhalese
Full Professional
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Yoga
- DIY and Home Improvement
- Watching Movies and TV Shows
Timeline
Account Manager
Commonwealth Bank
01.2024 - Current
Customer Service Specialist
Commonwealth Bank
10.2018 - Current
Customer Sales Manager
Coastline Corporation Pty Ltd
10.2009 - 09.2018
Production Manager
Mlesna Ceylon
08.2003 - 04.2009
Production Executive
John Keells Holdings
11.1997 - 08.2003
Assistant Lecturer
University Of Kelaniya, Sri Lanka
09.1995 - 10.1996
No Degree - Banking And Finance
Kaplan Professional
Bachelor of Science - Biological Sciences
University of Kelaniya-Sri Lanka
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