Madhawa Peiris
Auckland
Summary
Seasoned Operations Manager and talented leader with 18 years of experience applying exceptional planning sales and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement customer service and implementing changes with strategic approach.
Overview
20
20
years of professional experience
Work History
Assistant Manager
Standard Chartered bank
08.2005 - 01.2024
- Managed customer service inquiries and complaints in a timely manner
- Communicated regularly with customers to gain insights into their needs
- Organized schedules, workflows and shift coverage to meet expected business demands
- Delegated daily tasks to team members to optimize group productivity
- Ensured compliance with safety regulations and company policies
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Collaborated with store manager to develop strategies for achieving sales and profit goals
- Coordinated with other departments to ensure smooth flow of operations
- Organized training sessions for new hires to familiarize them with the workplace environment
- Established processes for monitoring customer satisfaction levels
- Implemented new procedures or systems to improve efficiency within the organization
- Analyzed business performance data and forecasted business results for upper management
- Worked as a teller in branch and settled everyday cash balances
- Proactively balanced suspense accounts.
Internship Student
The Finance company
05.2005 - 07.2005
- Worked with teams to support goals and build experience
- Organized data into spreadsheets and databases for easy access by other departments
- Worked as a assistant cashier
- Developed and implemented communications strategies for collection projects.
- Researched industry trends and best practices related to specific land sales
Customer Service Assistant
Arpico Supercenter
01.2004 - 04.2005
- helping customers with any queries including showing them where items are
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- helping customers use self service checkouts.
- Utilized problem-solving skills to address customer queries and complaints.
- going round the aisles taking note of which stock needs replacing
- Refunded money and adjusted bills to resolve customer service or billing complaints.
Education
passed finalist -
CIMA
MBA in Business Administration -
university of west london
05.2018
Skills
- Sales Monitoring
- Exceptional Customer Service
- Strategic Planning
- Contract Management
- Team Motivation
- Microsoft Office Expertise
- Problem Solving Skills
- Customer inquiry handling
- Marketing Knowledge
- Professional and Motivated Attitude
- Customer Relations
- Customer Relationship Management (CRM)
- Money Handling
- Time Management Skills
- Excellent relationship building skills
- Marketing knowledge
- Interpersonal Relations
Accomplishments
- Earned the leader ship role in processing team for excellent team work skill and team building ability
- Awarded the best sales and operational team in 2013
- Awarded 2 months outbound training in Chennai for international standard of processing
- Maintained best service team for 4 consecutive years in customer satisfaction awards
- Awarded 2 months outbound training in Chennai for international standard for processing
Activities
- Evaluated customer requirements and assessed best options for their banking requirements – focused on providing the high level of customer service
- Involved in many projects to build customer satisfaction and loyalty
- Representative in volunteer program in tree planting
- Part of best innovation team for the best innovation in 2018
- Conduct online banking training program to customers
- Awarded spot award for best FX transaction initiation
Timeline
Assistant Manager
Standard Chartered bank
08.2005 - 01.2024
Internship Student
The Finance company
05.2005 - 07.2005
Customer Service Assistant
Arpico Supercenter
01.2004 - 04.2005
passed finalist -
CIMA
MBA in Business Administration -
university of west london
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