Sahana Shale Thusyantha Thiruchelvam
Vancouver,BC
Summary
Adept at customer relationship management and risk mitigation, I significantly enhanced client satisfaction and operational efficiency at Vancouver Bullion & Currency Exchange. Knowledgeable and dedicated customer service professional with extensive experience in Finance industry. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Service Associate
Vancouver Bullion & Currency Exchange
01.2024 - Current
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Managed client accounts by updating information and processing transactions accurately.
- Collaborated with team members to streamline processes and improve overall service efficiency.
- Coordinated with internal departments to ensure seamless support for clients'' needs across various channels.
- Exemplified strong work ethic by reliably completing assigned tasks on time or ahead of schedule.
- Provided comprehensive training to new associates, improving their skillset and productivity levels quickly.
- Reconciling inventory such as cash, precious metals and reconciling debit transactions.
Customer Service Representative
Vancouver Bullion & Currency Exchange
02.2023 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Credit Manager
Indian Overseas Bank
11.2019 - 11.2022
- Evaluated complex customer profiles using financial statements, credit reports, and industry data to make informed lending decisions.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Negotiated payment plans with delinquent customers to minimize losses while maintaining positive client relationships.
- Performed annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Work cross-functionally with sales, management, and other departments to maintain effective operations.
- Improved credit risk management by implementing effective underwriting policies and procedures.
- Participated in internal audits to ensure adherence to corporate guidelines and regulatory requirements related to credit management activities.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Mentored junior team members in credit management best practices to enhance overall department performance.
Banking Assistant
Indian Overseas Bank
08.2013 - 11.2019
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Managed high-volume transactions accurately, ensuring minimal discrepancies in daily reconciliations.
- Maintained banking and loan documents, created computerized placeholders and built comprehensive electronic credit files.
- Provided exceptional customer service, contributing to positive reputation for the bank.
- Supported branch operations by maintaining compliance with internal policies and regulatory requirements.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Calculated fees due, interest for customer transactions and received mortgage, loan, bill payments, and processed payment on the due dates.
Education
MBA -
University Canada West
Vancouver, BC04.2024
Intermediate in Applied Banking And Finance
Institute of Bankers of Sri Lank
Colombo, Sri Lanka04.2021
Bachelor of Arts - Business Management
University of Wolverhampton
UK03.2018
Diploma in Credit Management
Institute of Bankers of Sri Lanka
Colombo, Sri Lanka01.2017
Higher National Diploma in Business Management
British College of Applied Sciences
Colombo, Sri Lanka02.2016
Skills
- Customer Relationship Management
- Excellent Communication
- Multitasking and Organization
- Computer Skills
- Attention to Detail
- Team Collaboration
- Complaint Handling
- Documentation And Reporting
- Staff education and training
- Risk handling and mitigation
Languages
English
Full Professional
Timeline
Service Associate
Vancouver Bullion & Currency Exchange
01.2024 - Current
Customer Service Representative
Vancouver Bullion & Currency Exchange
02.2023 - 12.2023
Credit Manager
Indian Overseas Bank
11.2019 - 11.2022
Banking Assistant
Indian Overseas Bank
08.2013 - 11.2019
MBA -
University Canada West
Intermediate in Applied Banking And Finance
Institute of Bankers of Sri Lank
Bachelor of Arts - Business Management
University of Wolverhampton
Diploma in Credit Management
Institute of Bankers of Sri Lanka
Higher National Diploma in Business Management
British College of Applied Sciences
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