Shalini Perera Email & Phone Number

Cambridge, On, Ca

Mississauga, Ontario, Canada

As mortgage specialist at Simplii Financial, I am responsible for following up with new accounts and providing end-to-end customer support in mortgage solutions.I also analyzed customer data to give suggestions on mortgage and other product offers to build lasting client relations.Achieved customer satisfaction target by 100% in Mortgage ServicesLed business development by gathering customer feedback to guide product improvements and introduced client incentives to increase customer satisfaction by over 30%

Sri Lanka

• Ensured governance and compliance of work migrations to HSBC Colombo from other country offices were 100%• Applied business strategy implementation and operational efficiencies in defining KPIs targeted at 90% achievement• Oversaw functional management and governance of static data setups and maintenance on an array of platforms used for accounting and valuations, reconciliations, investor services, and middle office for 100% effectiveness• Drove application support on system performance, new client onboarding, efficiencies, platform upgrades, automation, and testing for over 30 projects

Sri Lanka

• Led customer service support on report extraction and transaction monitoring 100% of client profiles in operations management in Securities Services• Facilitated between system users, application developers, and other stakeholders through 24/5 administrative and managerial support• Coordinated with User Acceptance Testing and signing off for operations for 18 projects• Implemented operational crisis management and root cause analysis covering 100% of Securities Services customer base

Sri Lanka

• Supervised client relationships with 60% of global internal clients in supporting specific content and website requirements• Reviewed and verified content on HSBC websites ensuring compliance with governance frameworks• Provided end-to-end project support on platform upgrades, migrations, and website functionality enhancements in over 50 projects• Conducted User Acceptance Testing on all changes to platforms and website enhancements in 3 major projects and 24 moderate projects

London, United Kingdom

• Analyzed regional demographics, business analysis and financial analysis for new course recommendations in all 3 regions• Steered course launch projects based on needs analysis for NVQ programs in Employability, Retail, and Hospitality in London in all 3 regions• Presented business strategies, contingencies, and profitability to the Senior Management team for all 4 quarters th• Created financial statement analysis and business strategy analyses for individual centers and regions valued over GBP 5 million

London, England, United Kingdom

• Managed client portfolios assigned to center management to ascertain all clients are on track to achieve over 85% of goals to fulfil client requirements• Led client conflict and dispute management across managed centre to maintain 100% client satisfaction• Implemented quality and compliance schedules to a 100% success rate in all audits conducted• Controlled center cash flow, compliance regulations, and audit and strategized for centre deliverables through regular staff reviews and appraisals to ensure 0% diversion from plans

London, England, United Kingdom

• Directed team of mentors to provide customer service and client administration to achieve centre target of 100% customer satisfaction• Aided Centre Manager with daily operational and administrative work to accomplish over 95% of service delivery goals

Sri Lanka

• Delivered customer service to corporate custody clients focused on relationship building and supervising portfolios over LKR5 billion• Reconciled settlements of investments activities of the Colombo Stock Exchange over LKR100 million daily as part of service delivery

Sri Lanka

• Aided in supervising corporate customers and account transactions for a portfolio of 200 small and medium corporate entities• Compiled and analyzed P&L, cash-flow, and asset valuations for all 200 customers in portfolio• Drove new business acquisition through client portfolio management contributing to 23% of sales growth in 23% of overall growth in portfolio• Steered monitoring and transaction handling procedures to accomplish 100% of client requirements and account management• Facilitated credit facilities and other services to expand business opportunities for clients gaining 100% client satisfaction ratings

Postgraduate Degree, Project Management

Activities and Societies: The equivalent of PMP Certification Member of Student CouncilAdvanced Project Management and Strategic.

Master Of Business Administration - Mba, Business Administration, Management And Operations

Business Administration, Business and Operational Management

Pmp/Camp Exam Preparation Course, Project Management

Activities and Societies: Head of staff learning and development committee Member of Project Management Institute - Society for Project.

Professional Certificate In Marketing, Marketing/Marketing Management, General

Marketing and Advertising

Associate Recital Diploma, Recital Diploma

Activities and Societies: President of the student committee Sri LankaPerforming Arts - Poetry and Drama Presentation skills Communication

Advanced Graded Examination In Speech, Speech & Drama

Speech

Diploma In Business Information Technology, Information Technology

Word processing Microsoft Office

Performer’S Certificate In Speech & Drama, Speech & Drama

Performing Arts