Pamod Yapa Email & Phone Number

Newcastle Upon Tyne, Gb

United Kingdom

- To analyse and interpret a range of complex information across a variety of different services andworkstreams.- Process appropriate information from relevant documentation and / or information systems.- Creating reports that can be presented to internal and external customers and stakeholders- When required, training, coaching and mentoring new or established staff to the duties of the role- When required, processing quality standard sampling checks and provide feedback to managers andcolleagues- Responsible for the security of documents, information and equipment under their control andundertakes all duties in line with GDPR regulations.

Newcastle Upon Tyne, England, United Kingdom

• 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.

Newcastle Upon Tyne, England, United Kingdom

• Demonstrated leadership in optimizing daily mortgage department operations, actively managing customer accounts, and swiftly resolving complaints while ensuring strict regulatory compliance.•Provided exceptional customer service for mortgage inquiries, ensuring prompt query resolution with a friendly and empathetic approach.•Assisted customers with mortgage balance inquiries, redemption inquiries, and early repayment charge inquiries, offering accurate and detailed information.•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 timelyaccount updates.•Managed account modification requests and monthly overpayment requests with high attention to detail.•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

Newcastle Upon Tyne, England, United Kingdom

•Orchestrated exceptional customer service for technical & billing inquiries, setting the standard for operational excellence and a customer-centric approach.•Oversaw and optimized technical support operations for Sky TV, broadband, and talk inquiries, showcasing strong management principles and proactive troubleshooting.•Assumed a leadership role in managing customer accounts, adeptly handling complaints andensuring elevated customer satisfaction through effective problem-solving and proactivecommunication.•Collaborated on multifaceted customer engagement initiatives and contributed to increased customer satisfaction and revenue growth by recommending tailored products and services.•Led strategic coordination and scheduling of engineering visits to address technical faults, executing projects with effective project management for timely resolutions.•Managed the processing of requests for Sky products, ensuring alignment with customer preferences and enhancing service delivery.•Identified upselling and cross-selling opportunities with a results-driven approach, maximizing customer value through strategic sales initiatives

Colombo

•Led customer interactions and managed data input.•Presented comprehensive updates on ongoing projects, including insurance payment statistics, at monthly meetings.•Coordinated with branch operatives to gather data for insurance registrations and payments.•Swiftly addressed customer inquiries, complaints, and feedback, implementing corrective actions to enhance service quality and operational efficiency.•Effectively managed insurance payments, ensuring timely claims processing and strict adherence to regulatory requirements.•Conducted thorough reviews and verifications of transactions, proactively identifying andrectifying discrepancies.•Fostered a collaborative team environment.•Organized meetings to adapt payment methods for tenders and request system enhancements for insurance claim management.•Delivered comprehensive reports on insurance claims in corporate meetings•Managed health and safety policies for COVID and Dengue precautions, overseeing cleaning schedules and required chemical usage.•Supervised health precautions and requirements for COVID and Dengue, ensuring adherence to government guidelines.•Ensured accurate distribution of inventory for health requirements and maintained precisestock inventory records.•Managed compliance with bank policies and procedures, including medical claims, holidayrequests, and medical leaves.•Collected data on staff overtime hours and presented it weekly to maintain control over thedivision's overtime budget.•Prepared overtime work schedules and authorizations, authorized by the DGM after review.•Collaborated with division managers to create KPIs for office staff, discussing performancereviews quarterly and exhibiting strong management practices.•Provided staff training on new procedures and technology, enhancing their knowledge andexpertise while demonstrating commitment to staff development.•Reviewed and supervised tender applications for sanitary disposal services

Colombo

During Branch Banking.▪ Opened/closed accounts including Checking, Savings; ordered bank supplies, ATM/debit cards; processed wire transfers, stop payments, loan payments and loan applications. Provided navigational assistance with online and mobile banking.▪ Ensured to do ATM Reconciliations and any till shortage reconciliations.▪ Described promotional offers and used persuasive sales techniques to upsell services and/or convince clients to apply for additional banking services.▪ Handle customer accounts and resolve complaints; evaluate customer needs and recommend the most appropriate products and services over the phone.▪ Greeting customers with a friendly attitude and helping with any queries During working at EBU.▪ Attended customer banking inquiries lodged through online banking platform.▪ Performed banking requests made online through the platform such as account opening, account closing, cheque book request, fund transfers and standing order set ups.▪ Provided banking services to corporate customer requirements such as salary payments.▪ Daily reconciliation of Mobile Cash account (Used for mobile cash product online)▪ Provided innovative ideas to improve online banking and supported in originating different online products for customers ▪ Performed UAT for different products and functions added for online banking platform (Sampath Vishwa Online and Vishwa Corporate)▪ Liaised with System Audit on tested products that was to be implemented before going live for any required additional testing.▪ Liaised with different companies to join with Sampath Vishwa online banking platform as a payment portal for their online payments.▪ Ensured to check and maintain functionality of Sampath Vishwa through customer interactions and attend to any fixing of issues through the IT department.

Master Of Science - Business And Management, Business, Management, Marketing, And Related Support Services

Bachelor Of Engineering (B.Eng.), Electrical And Electronics Engineering, First Class Hons

Certificate, Banking & Finance

Certificate in Banking and Finance