THILANGI BAMUNU ARACHCHIGE
BANKING ADVISOR
Toronto,ON
Summary
Highly skilled bilingual service-oriented professional with a proven track record of resolving customer complaints and ensuring exceptional customer experiences. Proficient in utilizing various communication methods effectively to provide personalized and professional responses to regaining customer confidence. Professional in a conducting training and coaching programs for new and current employees with customer service excellence, standard & procedures, and organizational skills. Analytical minded with a keen eye for identifying deficiencies in service and product offerings to passengers and strive for continuous improvement to customer service standards.
Professional with solid foundation in banking, prepared to deliver exceptional service and financial guidance. Proven ability to collaborate effectively within teams and adapt to changing needs while consistently achieving results. Skilled in financial analysis, customer relationship management, and regulatory compliance. Reliable, flexible, and driven to exceed expectations in every task.
Overview
1
1
Language
1
1
Certification
24
24
years of professional experience
Work History
Banking Advisor
Royal Bank of Canada
Toronto, ON
01.2022 - Current
- Proactively engage clients in the branch, delivering exceptional customer service experiences by efficiently completing transactions and identifying opportunities for personalized advice, tailored solutions, digital enablement, and introductions to RBC partners.
- Conducted thorough investigations of customer-sensitive complaints and communicated updates to clients promptly.
- Fostering relationships with key partners and various departments to deliver an accurate information to customers as they require.
- Maintaining and expanding existing relationships, developing new loan deposit and investment portfolio as Investment planning, Retirement planning and Education planning.
Department Subject Matter Expert
Emirates Group
Dubai, UAE
01.2012 - 07.2021
- Conducted investigations and regular audits to identify areas of improvement for employees and customer airlines.
- Conducted training programs and on job coaching related to customer service policies & procedures to deliver excellent customer service for passengers.
- Identified proactive hazards and coached employees with safe working conditions and forwards reports to responsible departments with corrective action.
- Consistently focused for the quality and timelines of reports, exemplary customer service delivery and team player attitude.
- Maintained training records to conduct training sessions for new employees and follow up with recurrent training with existing employees.
- Monitored and ensured that employees follow management procedures to promote exceptional customer service as well as optimal safety practice.
Airport Services Duty Officer
Cathay Pacific Airways
Colombo, Sri Lanka
07.2006 - 06.2012
- Successfully managed irregular operations by effectively communicate with operational stakeholder, the disrupted passenger’s information to protect and minimize the impact to the customers.
- Effectively Coordinate with internal and external stakeholders during investigating passenger complaints.
- Update and review customer inquiries in CRM and Customer Relationship Management Systems.
- Conducted highly effective four-day Cathay Pacific Airways DCS training for forty Sri Lanka airline check-in agents, contributing to operational efficiency and service quality.
Travel Executive
Jetwing Travels
Colombo, Sri Lanka
02.2006 - 06.2006
Early Childhood Development
Christian Montessori
Los Angeles, USA
02.2005 - 02.2006
Customer Services Officer
Standard Chartered Bank
Colombo, Sri Lanka
09.2002 - 11.2004
Education
Master of Business Administration - Human Resource Management
University of Bedfordshire
Bachelor’s degree - business management
Golden West College
California, USASkills
Business Writing
Leadership
Multi-Task
Conflict Resolution
Critical Thinking
Coaching & Compliance
Provide Direction
Communication
Teamwork
Technical Aptitude
Customer Service
Attention to detail
MS Windows, Word, Excel, Power Point, Teams, and SharePoint
Languages
English, Sinhalese, Hindi, Urdu, Tamil
Personal Information
Driving License: valid G License
Certification
Certificate of Canadian Investment Fund IFSE Institute 2023, Personal Financial Services Advice CSI 2025, Financial Planning 1 CSI 2025, Certification of Human Factor (Emirates Group - Dubai, UAE) - 2015, Emergency Preparedness & Contingency Planning –Airport Emergency Planning (Sri Lanka) – 2011, Diploma in Airline Marketing, Ticketing and Reservations IATA Certification 2003, Diploma in Computer Studies (Singapore Informatics, Sri Lanka) 2003, Heart Saver First Aid CPR Training – American Heart Association International Health & Safety Centre Dubai
Section name
I possess a valid G License
Timeline
Banking Advisor
Royal Bank of Canada
01.2022 - Current
Department Subject Matter Expert
Emirates Group
01.2012 - 07.2021
Airport Services Duty Officer
Cathay Pacific Airways
07.2006 - 06.2012
Travel Executive
Jetwing Travels
02.2006 - 06.2006
Early Childhood Development
Christian Montessori
02.2005 - 02.2006
Customer Services Officer
Standard Chartered Bank
09.2002 - 11.2004
Bachelor’s degree - business management
Golden West College
Master of Business Administration - Human Resource Management
University of Bedfordshire