Pamod Yapa
South Shields
Summary
Dynamic and results-driven Operations and Management professional with a proven track record in orchestrating operational excellence across diverse industries. Demonstrated expertise in overseeing customer interactions, leading teams, optimizing daily operations, and executing projects with precision. Adept at fostering a collaborative team environment, ensuring strict compliance, and consistently delivering outstanding customer service. Strong problem solving skills, coupled with a results-driven orientation, have driven operational efficiency, enhanced customer satisfaction, and contributed to revenue growth. Complemented by a solid educational background, including an MSc in Business and Management, and First-Class BEng in Electrical & Electronics Hons. Ready to leverage my operational and management skills to drive excellence in your organization
Overview
7
7
years of professional experience
Work History
Clerical Officer/Typist
NHS - Royal Victoria Informatory
01.2024 - Current
- Collaborated with various departments to complete assigned tasks.
- Drafted professional memos, letters, and clinical documents to support operation of the clinic.
- Demonstrated versatility in handling diverse divisional tasks including scheduling appointments, answering phones, and coordinating room bookings.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Ensured compliance with company policies and procedures through diligent documentation review and maintenance.
- Developed effective time management skills by prioritizing tasks according to urgency and importance.
- Maintained strict confidentiality standards when handling sensitive information, safeguarding the privacy of employees and patients alike.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service and Operations Analyst
NATWEST Bank (RBS Group)
11.2022 - 01.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Boosted sales revenue by skillfully promoting diverse service options.
- Demonstrated leadership in optimizing daily mortgage department operations, actively managing customer accounts, and swiftly resolving complaints while ensuring strict regulatory compliance.
- Played a pivotal role in onboarding customers for the government-backed Cost of Living Support charter, streamlining the process for operational efficiency.
- Expertly guided customers on applying for Cost of Living Support through the internet banking platform, enhancing access to essential financial services.
- Handled requests for statements and certificates of interest, delivering accurate and timely documentation to customers.
- Processed lump sum overpayments to mortgages, ensuring accurate application and timely account updates.
- Managed account modification requests and monthly overpayment requests with high attention to detail, ensuring all details are entered as per bank policy.
- Provided up-to-date information on the latest interest rates to foster customer loyalty and satisfaction.
- Maintained vigilance for potential errors and system issues during mortgage support operations, promptly reporting and addressing issues to ensure seamless system performance.
- Demonstrated a commitment to operational excellence by offering valuable support to team members, aiding in resolving work-related issues and maintaining a productive work environment.
Customer Service Advisor
SKY
05.2022 - 10.2022
- Educated customers about billing, payment processing and support policies and procedures.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Continuously sought opportunities for personal development through ongoing training programs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Updated account information to maintain customer records.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained new personnel regarding company operations, policies and services.
- Answered constant flow of customer calls with minimal wait times.
Executive Officer
National Savings Bank
10.2016 - 01.2022
- Led customer interactions and managed data input, closely monitoring case progress and ensuring effective task assignment and engineer oversight.
- Presented comprehensive updates on ongoing projects, including insurance payment statistics, at monthly meetings with AGM and GM.
- Coordinated with branch operatives to gather data for insurance registrations and payments, showcasing adept operational coordination.
- Swiftly addressed customer inquiries, complaints, and feedback, implementing corrective actions to enhance service quality and operational efficiency.
- Ensured Accounts opened are adhering KYC requirements of the bank.
- Greeted customers with a friendly attitude, providing exceptional service and handled all cases through input of data for each case to the system and assigning and monitoring the progress of each case by the engineer.
- Responded to customer inquiries, complaints, and comments, ensuring timely resolution and taking corrective actions to improve service quality.
- Served customers, processed payments, and handled auctions setup for tenders, maintaining accuracy and efficiency in transactions.
- Managed insurance payments for all branches and head office, ensuring prompt processing of claims and adherence to regulatory requirements.
- Reviewed and verified transactions to ensure compliance with quality standards, identifying and addressing any discrepancies.
- Fostered a collaborative team environment to achieve annual goals and objectives set by the bank.
- Ensured meetings to adjust methods on payment requirements for tenders and requested system requirements for collection and management of insurance claims.
Education
Master of Science - Business And Managment
Northumbria University
Newcastle Upon Tyne07.2023
Bachelor of Engineering - Electrical & Electronic Engineering
Northumbria University
Newcastle Upon Tyne07.2010
No Degree - Certificate in Banking And Finance
Institute of Bankers Sri Lanka
Colombo, Sri Lanka12.2016
Skills
- Stakeholder Communication
- Executive-Level Presentations
- Needs assessments
- Business Analysis
- Documentation Management
- Order Management
- Performance Evaluation and Monitoring
- Data Management
- Change Management
- Customer Service
- Business Administration
- Problem Resolution
- Administrative Skills
Timeline
Clerical Officer/Typist
NHS - Royal Victoria Informatory
01.2024 - Current
Customer Service and Operations Analyst
NATWEST Bank (RBS Group)
11.2022 - 01.2024
Customer Service Advisor
SKY
05.2022 - 10.2022
Executive Officer
National Savings Bank
10.2016 - 01.2022
Master of Science - Business And Managment
Northumbria University
Bachelor of Engineering - Electrical & Electronic Engineering
Northumbria University
No Degree - Certificate in Banking And Finance
Institute of Bankers Sri Lanka
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