YASITH COLONNE
Manager - Customer Resolution & Digital Channels
Hokandara
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Highly motivated and results-driven professional with a proven track record of excellence in the financial industry. With over 14 years of experience, I have consistently delivered innovative solutions and achieved tangible results in various roles. My expertise spans unparalleled customer service, optimizing operations, people, and risk management. I am a strategic thinker with a keen eye for detail and a passion for digital solutions. I thrive in dynamic environments, adapting quickly to industry changes and emerging trends. I am seeking an opportunity to leverage my skills and experience to drive business growth and process streamlining for a forward-thinking organization.
Overview
15
15
years of professional experience
14
14
years of post-secondary education
3
3
Certifications
Work History
Manager – Customer Resolution & Digital Channels
Nations Trust Bank PLC
02.2022 - Current
- Ensure required service standards are met in all customer correspondence dealt with via mailboxes, digital channels, and social media
- Ensure service complaints are mitigated and staff adheres to required compliance and audit guidelines when dealing with all customer correspondence
- Review existing processes and make recommendations for new approaches, process automation, and technologies to improve service effectiveness and optimize performance.
- Cross-trained existing employees to maximize team agility and performance.
Deputy Manager – Customer Resolution & Digital
Nations Trust Bank PLC
06.2020 - 01.2022
- Introduced new methods, practices, and systems to reduce turnaround time.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
Deputy Manager – Premium Sales
Nations Trust Bank PLC
10.2018 - 06.2020
- Implement and execute strategies to promote the bank’s premium products to both new and existing clients
- Identify the financial requirements of key clients and provide sustainable solutions through the bank’s premium products while delivering a high level of customer service.
Assistant Manager – Operations
HSBC Electronic Data Processing Lanka (Pvt.) Limited
07.2015 - 10.2018
- Responsible for handling monthly staff payroll, monthly performance reviews, and leave management
- Maintaining effective business relationships with the business partners (Singapore) and key stakeholders to ensure smooth functionality across teams.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Client Due Diligence Analyst
HSBC Electronic Data Processing Lanka (Pvt.) Limited
05.2014 - 06.2015
- Evaluate the financial crime risk to the bank by analyzing customer profiles and their relationships with other risk factors
- Escalate and report any deviations from compliance and regulatory standards to authorized enforcement agencies as appropriate or required.
Customer Service Executive
HSBC Electronic Data Processing Lanka (Pvt.) Limited
08.2010 - 05.2014
- Review and verify customer documents, ensuring compliance with the bank's policies and regulations
- Assist in resolving customer issues and discrepancies by collaborating with other departments and stakeholders.
Business Development Officer
Nations Trust Bank PLC
03.2009 - 07.2010
- Identify and target high-net-worth individuals and affluent clientele to expand the credit card customer base
- Utilize a consultative sales approach to understand each customer's unique financial needs and recommend the most suitable credit card options.
Education
MBA - Business Management
12.2016 - 07.2018
Graduate Diploma - Business Management
03.2014 - 12.2014
Certificate in Business Management -
03.2013 - 07.2013
No Degree - G.C.E. Advanced Level
04.2001 - 04.2008
No Degree - G.C.E. Ordinary Level
04.2001 - 04.2005
Skills
Staff Management
Policies and procedures
Key Performance Indicators
Business administration
Negotiation
Coaching and mentoring
Project Management
Operations management
Managing customer relationships
Customer complaint resolution
Full complaint resolution
Customer care
Excellent customer service
Certification
Lean Six Sigma White Belt Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager – Customer Resolution & Digital Channels - Nations Trust Bank PLC
02.2022 - Current
Lean Six Sigma White Belt Certification
12-2021
Deputy Manager – Customer Resolution & Digital - Nations Trust Bank PLC
06.2020 - 01.2022
Deputy Manager – Premium Sales - Nations Trust Bank PLC
10.2018 - 06.2020
Anglia Ruskin University - MBA, Business Management
12.2016 - 07.2018
Assistant Manager – Operations - HSBC Electronic Data Processing Lanka (Pvt.) Limited
07.2015 - 10.2018
Client Due Diligence Analyst - HSBC Electronic Data Processing Lanka (Pvt.) Limited
05.2014 - 06.2015
A Pearson Assured Program - Graduate Diploma, Business Management
03.2014 - 12.2014
Business Management School - Certificate in Business Management,
03.2013 - 07.2013
Customer Service Executive - HSBC Electronic Data Processing Lanka (Pvt.) Limited
08.2010 - 05.2014
Business Development Officer - Nations Trust Bank PLC
03.2009 - 07.2010
International Computer Driving License (4.0)
03-2009
Dreams & Teams: International Young Leader Program
12-2007
D. S. Senanayake College - No Degree, G.C.E. Advanced Level
04.2001 - 04.2008
D. S. Senanayake College - No Degree, G.C.E. Ordinary Level
04.2001 - 04.2005