MENASH FERNANDO
Auckland
Summary
Seasoned Banking Customer Service Representative with background in providing high-quality customer service, handling complex transactions and resolving banking issues. Possess strong interpersonal skills, adept at building trust with clients to enhance customer satisfaction rates. Have contributed significantly in previous roles by streamlining processes for improved efficiency. Demonstrates proficiency in using various banking software platforms effectively.
Overview
17
17
years of professional experience
Work History
Retail Assistant
Bargain Chemist
03.2025 - Current
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Collaborated with team members to accomplish sales goals and improve overall store performance.
Business Development Officer
Aarakshaa Insurance and Mortgages
12.2024 - 03.2025
- Conduct outbound calls for the awareness of Kiwi saver benefits
- Engaged in door to door visits to promote Kiwisaver enrollment
- Identified customer need to connect customers with licensed kisi saver advisor
- Developed targeted promotions to attract different customer demographics
- Demonstrated strong attention to detail by reviewing client requests and resolving issues efficiently, enhancing customer retention
Officer - Customer Service
Sampath Bank PLC
04.2008 - 10.2024
- Assisted customers with inquiries and provided accurate banking services
- Effective Communication (Phone/Email)
- Handled cash transactions and balanced daily cash flow efficiently
- Resolved customer complaints professionally while ensuring service satisfaction
- Database Maintenance and Updates
- Promoted new banking products and achieved monthly sales targets
- Conducted follow-up calls with prospects to identify needs, propose solutions and close sales
- Monitored suspicious transactions and reported potential fraud cases.(KYC/AML)
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Approved or denied loan applications and explained reasoning behind decisions
- Tech-Savvy and Adaptable
- Managed inbound and outbound queries effectively, providing timely information and guidance to clients via phone and email, ensuring high levels of customer satisfaction
Education
Certified Management Accountant - Management Accounts
CMA Australia
02.2021
MBA - Business Informatics
ICL Graduate Business School
Diploma - Applied Banking and Finance
Institute of Bankers of Sri Lanka
01.2020
MBA - Business Administration
Cardiff Metropolitan University
01.2015
Diploma - Banking Finance and Management
Institute of Bankers of Sri Lanka
01.2013
Advanced Diploma - Business Management
National Institute of Business Management
01.2013
Skills
- Customer Service Excellence
- Cash Handling Expertise
- Numeracy & Data Entry Skills
- Clear Communication Skills
- Microsoft Office (Word, Excel)
- Complaint Resolution
- Banking Transactions Processing
- Attention to Detail
- Strong Organizational Skills
- Adaptable to Rotating Shifts
- Regulatory Compliance (KYC/AML)
- Financial Product Knowledge
- Conflict Resolution & Problem Solving
- Call handling and Follow-up communication
- Inbound and outbound phone calls
- Teamwork and collaboration
- Sales and upselling
Accomplishments
2019 | 20 | 21 - Secured the ‘Sampath Stars Award’ for Outstanding Business Performance for canvassing deposits worth NZD 1.0 Mn+ & Advances NZD 2.0Mn+.
2019 - Bagged the ‘Sampath Stars Award’ for the Outstanding Customer Service in acquiring 2 high net worth clients from competitor banks
2012 - 22, Consecutively achieved 100% on given KPI's.
2014 - 22, Maintained outstanding audit reports for branch operations from 2014 to 2022
2018 - Canvassed the highest advances in the branch.
2022 - Attained regional top in facilitating 5,000 digital banking app downloads.
Timeline
Retail Assistant
Bargain Chemist
03.2025 - Current
Business Development Officer
Aarakshaa Insurance and Mortgages
12.2024 - 03.2025
Officer - Customer Service
Sampath Bank PLC
04.2008 - 10.2024
MBA - Business Informatics
ICL Graduate Business School
Diploma - Applied Banking and Finance
Institute of Bankers of Sri Lanka
MBA - Business Administration
Cardiff Metropolitan University
Diploma - Banking Finance and Management
Institute of Bankers of Sri Lanka
Advanced Diploma - Business Management
National Institute of Business Management
Certified Management Accountant - Management Accounts
CMA Australia
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