Nipunika Wickramarathne
Colombo,11
Summary
Dynamic operations leader with a proven track record at HSBC Sri Lanka, excelling in performance management and operational reporting. Adept at resolving complex disputes, I consistently enhance team efficiency and drive results. My strong analytical skills and ability to lead teams have significantly improved customer satisfaction and operational effectiveness.
Overview
10
10
years of professional experience
Work History
Assistance Manager Operations
HSBC Sri Lanka
Colombo
12.2024 - Current
- Conducted performance reviews for team members.
- Created monthly reports for senior management summarizing operational performance metrics.
- Attending to business calls to discuss the current position/Challengers etc.
Customer Service Executive
HSBC Sri Lanka
Colombo
06.2021 - 12.2024
- Processing all customer complaints dispute related issues and make sure to action the case within given timeframe.
- Raising Chargebacks along with involving in end to end investigation on a dispute.
- Handling all types of disputes in Mastercard and Visa Schemes.
Customer Service Executive
Softlogic Life Insurance
Colombo
06.2017 - 04.2021
- Attached to Outbound Sales team and played a key role in convincing customers through phone.
- Team leader
Customer Service Executive
Dialog Axiata ( outsourced by Softlogic group)
Colombo
06.2015 - 05.2017
- Handed all internal IT issues as password reset, attended to internal employees IT issues to make operations smooth.
Education
Post Graduate Dipolma - Marketing Management
University Of Sri Jayawardhanpura
Colombo03-2018
Some College (No Degree) -
Buddhist Ladies College
Colombo 07Skills
- Performance management
- Operational reporting
- Dispute resolution
Accomplishments
- Star performer of the Year 2023 at HSBC Sri Lanka.
Affiliations
- Participated in many Sports activities during school times. Long jump, Running events 1st place in zonal and provincial competitions.
Timeline
Assistance Manager Operations
HSBC Sri Lanka
12.2024 - Current
Customer Service Executive
HSBC Sri Lanka
06.2021 - 12.2024
Customer Service Executive
Softlogic Life Insurance
06.2017 - 04.2021
Customer Service Executive
Dialog Axiata ( outsourced by Softlogic group)
06.2015 - 05.2017
Post Graduate Dipolma - Marketing Management
University Of Sri Jayawardhanpura
Some College (No Degree) -
Buddhist Ladies College