Santiago Waduge Isuru Bhagya Hemasiri
Lyndhurst,VIC
Summary
Results-driven Relationship Associate with over 5 years of experience working with high-net-worth individuals at a leading financial institution. Renowned for delivering exceptional customer service and possessing outstanding communication skills, I excel in building and maintaining strong client relationships, providing tailored financial advice, and driving client satisfaction and retention. Adept at managing complex financial portfolios, identifying growth opportunities, and ensuring compliance with regulatory standards. Proven track record of increasing revenue through effective cross-selling and upselling strategies. Seeking to leverage my expertise and commitment to excellence in a dynamic role within a prestigious banking or financial services organization.
Overview
7
7
years of professional experience
Work History
Relationship Associate
Hatton National Bank PLC
Sri Lanka, Colombo 03
09.2018 - 03.2024
- Managed a portfolio of high-net-worth individuals, providing tailored financial advice and solutions to meet their unique needs.
- Cultivated strong relationships with clients through regular communication, ensuring a high level of client satisfaction and retention.
- Assisted clients in developing comprehensive financial plans, including investment strategies, estate planning, and risk management.
- Demonstrated in-depth knowledge of private banking products and services, including investment options, credit solutions, and trust services.
- Ensured all client transactions and interactions complied with regulatory requirements and internal policies.
- Identified opportunities to cross-sell banking products and services, contributing to increased revenue generation.
- Facilitated the onboarding of new clients, ensuring a seamless transition and exceptional initial experience.
Trainee Banking Assistant
Nations Trust Bank PLC
Sri Lanka, Colombo 02
02.2018 - 08.2018
- Provided excellent customer service by addressing client inquiries, resolving issues, and assisting with banking transactions.
- Accurately processed a variety of transactions including deposits, withdrawals, transfers, and payments.
- Managed cash drawers, ensuring accuracy and adherence to bank policies and procedures.
- Assisted customers with opening and closing accounts, and provided information on bank products and services.
- Ensured all transactions complied with regulatory requirements and internal policies to prevent fraud and ensure security.
- Identified opportunities to refer customers to other bank services and products, contributing to overall branch performance.
Customer Experience Representative
Dialog Axiata PLC
Sri Lanka, Colombo 02
07.2017 - 01.2018
- Provided high-quality customer service by addressing inquiries, troubleshooting issues, and resolving complaints via phone, email, and chat.
- Assisted customers with technical issues related to telecommunication services, including internet, cable, and phone services.
- Helped customers manage their accounts, including billing inquiries, service upgrades, and account modifications.
- Maintained up-to-date knowledge of telecommunication products and services to provide accurate information and support.
- Guided customers through the activation and setup of new services and devices.
- Documented customer interactions and issues in the company’s CRM system to ensure accurate records and follow-up.
Education
Certificate in Professional Digital Marketing - Digital Marketing
The Chartered Institute of Marketing
United Kingdom07-2022
Intermediate in Applied Banking & Finance - Banking And Finance
Institute of Bankers of Sri Lanka
Sri Lanka07-2021
Diploma in English - Level 1 - English
Saegis Campus
Sri Lanka08-2016
General Certificate of Education - Advanced Level - Economics, Business Studies And Accounting
St Bridget's Convent
Sri Lanka08-2016
Cambridge ESOL Entry Level Certificate in ESOL International (Business English) (Entry 2)* - Business English
University of Cambridge
United Kingdom09-2013
Level 01 - Business And Accounting Studies
Association of Accounting Technicians in Sri Lanka
Sri Lanka07-2013
General Certificate of Education - Ordinary Level - Mathematics, Commerce And English Literature
President's Girls School
Sri Lanka12-2012
Skills
- Relationship Management
- Customer Portfolio Management
- Overcoming Objections
- Client Engagement
- New Business Development
- Effective customer communication
- Relationship Building
- Portfolio Growth
- Banking
- Service assistance
- Performance Analysis
- Risk Management
- CRM Tracking
- Deadline Management
- Team Leadership
Languages
English
Full Professional
References
References available upon request.
Timeline
Relationship Associate
Hatton National Bank PLC
09.2018 - 03.2024
Trainee Banking Assistant
Nations Trust Bank PLC
02.2018 - 08.2018
Customer Experience Representative
Dialog Axiata PLC
07.2017 - 01.2018
Certificate in Professional Digital Marketing - Digital Marketing
The Chartered Institute of Marketing
Intermediate in Applied Banking & Finance - Banking And Finance
Institute of Bankers of Sri Lanka
Diploma in English - Level 1 - English
Saegis Campus
General Certificate of Education - Advanced Level - Economics, Business Studies And Accounting
St Bridget's Convent
Cambridge ESOL Entry Level Certificate in ESOL International (Business English) (Entry 2)* - Business English
University of Cambridge
Level 01 - Business And Accounting Studies
Association of Accounting Technicians in Sri Lanka
General Certificate of Education - Ordinary Level - Mathematics, Commerce And English Literature
President's Girls School
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