Gehan Jayawardena
Langley,Canada
Summary
Over 17+ years of financial experience at Latitude Financial Services in Australia and HSBC Sri Lanka. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Customer Specialist
Latitude Financial Services
, Australia
02.2016 - 07.2023
- Educated customers on product features, benefits as well as current promotions, discounts.
- Demonstrated empathy and patience towards customers while resolving their concerns.
- Answered incoming customer inquiries via phone, email and live chat.
- Verified accuracy of data entry into computer systems prior to finalizing transactions.
- Met established goals for productivity levels and quality assurance standards set by management.
- Performed troubleshooting to assist customers with technical issues.
- Resolved customer service issues to maintain ideal customer experiences.
- Followed communication procedures, guidelines and policies.
- Listened to customer requests and asked questions to provide effective solutions.
- Developed and delivered presentations highlighting advantages over competitors.
Fraud and Charge Back Analyst (Credit Cards)
Latitude Financial Services
, Australia
2020 - 2021
- Identified and investigated fraudulent transactions by reviewing credit card applications and transaction histories.
- Utilized advanced analytics tools to identify anomalies within large datasets.
- Maintained up-to-date knowledge of applicable laws governing financial services industry standards related to credit card fraud prevention.
- Assessed existing systems for weaknesses that could be exploited by criminals seeking access to sensitive information or funds.
- Investigated cases of identity theft by verifying documents submitted by customers for account opening and transaction approval purposes.
- Responded promptly to inquiries from customers regarding suspicious charges on their accounts.
- Verified all incoming calls related to suspected fraudulent activities before taking action.
- Created detailed reports outlining findings from investigations into possible credit card fraud incidents.
- Worked closely with internal teams, such as legal, compliance, operations, and technology departments, to ensure adherence to anti-fraud regulations and policies.
- Documented fraud cases and reported them to the appropriate law enforcement agencies.
- Provided guidance to customers on how to protect themselves from fraudulent activities associated with their cards.
- Monitored customer accounts for any suspicious activity or unauthorized use of cards.
- Participated in training sessions conducted by various industry experts on topics related to the detection of fraudulent activities.
- Collaborated with external partners such as banks and merchants to review customer records and identify patterns of fraud behavior.
Personal Loan Sales Manager (Cluster Head)
HSBC Sri Lanka
2010 - 2016
- Managed a team of over 120 full-time staff including 10 sales managers with overall responsibility for driving retail credit growth.
- Oversaw the functioning of sales operations through first time right and tracking customer applications updates.
- Created effective sales funnels through various campaigns and promotions.
- Streamlined the credit card application process to minimize the processing time to support a positive customer experience by coordinating with the relevant stakeholders.
- Researched and communicated competitive activity to influence marketing plans and sales tactics.
- Executed and created strategic sales plans to expand customer base and extend global reach.
- Organized trade shows and other events as a means of increasing visibility in the marketplace.
- Managed daily operations of sales department, including supervision of staff members.
- Created and presented monthly reports to management on sales performance.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Implemented process changes designed to streamline workflow within the department.
- Prepared sales production reports for senior management.
- Tracked and analyzed key quantitative metrics and business trends relating to clients and partners.
- Developed successful strategies and goals to penetrate new territories by assessing competitor offerings and approaches.
Assistant Manager – Collections & Recoveries
HSBC Sri Lanka
2008 - 2009
- Researched complex accounts to identify potential solutions.
- Reviewed customer financials for accuracy and completeness.
- Reviewed credit applications from new customers prior to approval.
- Conducted regular meetings with staff members to discuss issues, progress, and objectives.
- Monitored aging reports on a daily basis for any changes or updates.
- Responded promptly and professionally to customer inquiries via phone, email, or mail.
- Trained and supervised a team of 10 collections personnel.
- Analyzed customer payment patterns to make collection decisions.
- Performed skip tracing activities when necessary to locate delinquent customers.
- Developed relationships with external vendors involved in collections efforts.
- Provided assistance to customers with disputes regarding their bills or invoices.
- Identified areas of improvement within the collections process and proposed solutions.
Education
MBA -
Cardiff Metropolitan University, UK
01.2015
ACIM - Marketing
The Chartered Institute of Marketing (ACIM UK) Diploma in Marketing
01.2010
License Certificate - Banking And Finance
Investment Funds in Canada (IFC)
CanadaSkills
- Salesforce, CRM, Lotus Notes
- Equifax/Ilion online report reading
- Upselling and Cross-Selling
- Consultative Sales
- Inbound and Outbound Calling
- Executive Management Support
- Microsoft Office Expertise
- Customer Relations
- Sales Closing
- Staff Training
- Sales Expertise
- Call Center Operations
- Retail Sales Customer Service
- Lead Generation
- Time Management/Priority Setting
- Adaptability
- Teamwork
Volunteer Experience
Raphael Food Bank & LCSS Welcome Center, Langley, BC, Currently contributing to projects on voluntarily basis.
Accomplishments
- Best Sales Manager 2015 - HSBC
- Employee of the Month in Latitude Financial Services - Nov 2019, March 2022, Jan 2023
Timeline
Customer Specialist
Latitude Financial Services
02.2016 - 07.2023
Fraud and Charge Back Analyst (Credit Cards)
Latitude Financial Services
2020 - 2021
Personal Loan Sales Manager (Cluster Head)
HSBC Sri Lanka
2010 - 2016
Assistant Manager – Collections & Recoveries
HSBC Sri Lanka
2008 - 2009
MBA -
Cardiff Metropolitan University, UK
ACIM - Marketing
The Chartered Institute of Marketing (ACIM UK) Diploma in Marketing
License Certificate - Banking And Finance
Investment Funds in Canada (IFC)
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