Dhanuka Nishani

• Conducted product validation for all bank products and created monthly and weekly management information (MI) reports.
• Assessed sales reports, identified business standing, and provided detailed reports to executives.
• Work closely with business stakeholders in the standardization of MI and delivery of Routine MIs
• Assisted in generating quarterly and annual sales dashboards, individual scorecards, and performance evaluations for all Frontline and Business Units as part of the Group Frontline Incentive Plan
• Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
• Worked as a second-line quality supervisor for the service recovery team handling bank complaints.

• Provided advice on different bank products and financial options.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Collaborated with other departments to confirm compliance with banking procedures and regulations.
• Educated customers on features and benefits of banking products and services.
• Maintained friendly and professional customer interactions.