Virangi Perera Email & Phone Number

Australia

Sydney, New South Wales, Australia

• Leading Credit Compliance Assurance Audit project. • Driving significant reduction in total TPG credits from June 2023 through audits, insights and feedback to TLs.• Construction of TPG Credit Guidelines for Confluence. • Leading Manila Admin team training on Sydney Escalation tasks, including internal system issue investigation,to streamline processes and procedures. • Continuous identification of process gaps through deep dive analyses for TPG and iiGroup. • Achieving Super Star Award for amazing resilience with challenging workload, completing extra tasks tobenefit the team and wider business productivity including upskilling new teams.

North Sydney, New South Wales, Australia

• Consistently achieving monthly targets and maintaining 100% Net Promotor Score (NPS). • Consistently improving the Lasting Impressions scores from 71%, 86% to 100% within 3 months and was the first to achieve 100% in Lasting Impressions in our Territory. • Achieving Star Award for mastering all operational work and for best customer service within 7 months from joining.

• In charge of issuing visa extension letters and the procedure of students leaving school and issuing of leaving certificates. • Handling the health insurance scheme for school children with the coordination of Ministry of Education, Sri Lanka.

Colombo, Western Province, Sri Lanka

• Consecutively exceeded call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes well below7 min. goal.• Expanded the customer base of the company in 25% quarterly by acquiring new business through strategic marketing efforts, cold calls, client referrals and inbound lead follow-ups.• Provided basic technical support for customers on a wide range of company products, resolving issues at a 80% rate.• Increased the quarterly team target by 20% in 2 quarters by over achieving the monthly targetof USD 110,000.• Earned "outstanding" ratings on performance reviews, with top marks in teamwork, customer service, communication skills and technical problem-solving.• Attained an average of 80% customer satisfaction rating, 10% higher than company average.

Bachelor Of Science - Bs, International Management & Business, Second Class Honours Upper Division

Advanced Level And Ordinary Level Examinations

Activities and Societies: Badminton