• Training of trainers to obtain city & guilds UK accredited advanced diploma in Teaching Training and Assessing Learning qualification* Consulting on strategy related to Collections and Recoveries for Banking and Finance institutions• Engaging with customers in the context of Financial Crime Compliance• “At Our Best” - a program on improving employee motivation and improve performance• Global standards - A bank-wide training conducted for all staff of HSBC• Contact… Show more • Training of trainers to obtain city & guilds UK accredited advanced diploma in Teaching Training and Assessing Learning qualification* Consulting on strategy related to Collections and Recoveries for Banking and Finance institutions• Engaging with customers in the context of Financial Crime Compliance• “At Our Best” - a program on improving employee motivation and improve performance• Global standards - A bank-wide training conducted for all staff of HSBC• Contact Center Onboarding - Knowledge, skills, and attitude training• Handling customer conversations with Empathy Show less

Skill Mapping and Professional Structure development exercise for Dialog Axiata, Sri Lanka

• Analyse and investigate cases triggered for unusual financial behavior of customers, based on Global Standards• Report any suspicion of Money Laundering to the authorities as appropriate

• Was responsible to conduct staff orientation programs for new recruits to the Contact Centre and ensure they are equipped to commence work with nil impact to the business (Skills – Telephone and selling, Products and Technical know-how)• Was entrusted to deliver company recommended training programs and solutions to the staff of the Contact Centre.• Design and develop effective and efficient learning programs when the need arises and deliver existing training programs to suit the… Show more • Was responsible to conduct staff orientation programs for new recruits to the Contact Centre and ensure they are equipped to commence work with nil impact to the business (Skills – Telephone and selling, Products and Technical know-how)• Was entrusted to deliver company recommended training programs and solutions to the staff of the Contact Centre.• Design and develop effective and efficient learning programs when the need arises and deliver existing training programs to suit the local requirements• Conduct periodic checks of calls to ensure the required quality is met without the compromise of policies/procedures – This exercise was used to identify learning gaps as well• Conduct periodic assessments, identify training needs based on results observed and design programs to bridge learning gaps.Accreditations and training received as a trainer:• Accredited to deliver soft skills training for customer facing staff on “Engaging with customers in the context of fighting financial crime”• Accredited to deliver a two day training program on “Understanding Global Standards” – Which covered Anti-Money Laundering policies, Sanctions policies and Risk mitigation controls adherence• Accredited to deliver the RBWM Contact Centre on-boarding program • Delivered training related to selling over the phone – identifying opportunities and having the right conversation. • Accredited to deliver “Having empathetic conversations” program• Trained on basics of understanding NLP• Trained on improving performance by self-realization and motivation – “At our best”• Training received in managing people and having effective performance related conversations Show less

Held different positions starting from Loans assessing and processing, Department secretary and Department trainer

Guest trainer at the Train the Trainer program, awarded by City & Guilds and conducted by DAASH Global Training

• Processing of Electronic Funds Transfer Payments on behalf of HSBC-UK customers• Handling customer calls pertaining to verification of details• Adhering to deadlines and cut off times whilst maintaining the required productivity and efficiency• Handling customer enquiries and providing appropriate solutions upon sufficient investigations conducted