Rifdhi Rafeek
Colombo,Sri Lanka
Summary
A dynamic, dedicated, and results-driven individual leveraging 12 years of expertise in customer service & experience with client account management functions in BPO. Responsible for managing daily business operations, planning, processing development, and improvement.
Personable and analytical with knack for providing insightful guidance and support. Understands core principles of advising and possesses strong communication and problem-solving skills. Committed to driving positive outcomes and fostering client success.
Overview
15
15
years of professional experience
Work History
SENIOR IMMIGRATION ADVISOR
IMM Consults
02.2024 - Current
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
MANAGER - BUSINESS DEVELOPMENT
Montrela Consultants
04.2022 - 01.2024
- Creating development plans and forecasting sales targets and growth projections
- Identifying market opportunities through meetings, networking, and other channels
- Meeting existing and potential clients and building positive relationships
- Liaising with colleagues to develop sales and marketing strategies
- Preparing sales presentations and participating in sales meetings
- Producing reports for management
- Training business developers and sales colleagues
- Working in a client's business or in an office
OPERATIONS MANAGER
Scicom Lanka Private Limited
08.2019 - 03.2022
- Manage the contact center of Seylan Bank, with over 50 employees from different social and cultural backgrounds
- Converted call centers to contact centers by extending the channels of service provision to Outbound, Chat, Social Media, and back office functions
- Converted call center perception of being a center to a revenue-generating center
- Generate leads and prospect sales through cross - selling, up-selling, and telesales activities to achieve over 100% cost recovery on the center
- Overlook L&D, QA & CE, and MIS departments assigned to the specific operation managed
- Is part of the working committee to implement ISO 27001 ISMS and PCI DSS standards
- The center was awarded the Customer Service Excellency by LMD magazine for two consecutive years (2019 & 2020)
ASSISTANT MANAGER OPERATIONS
Scicom Lanka Private Limited
06.2017 - 06.2019
- Overlooked L&D Department
- Acting Manager of Operations for the contact center of Seylan Bank
SPECIALIST - LEARNING AND DEVELOPMENT
Scicom Lanka Private Limited
08.2014 - 06.2017
- Oversaw the Training and Service quality of the Seylan Bank call center
- Improved and maintained customer satisfaction rate
- Create and execute learning strategies and programs
- Evaluate individual and organizational development needs
- Implement various learning methods companywide (e.g
- Coaching, job-shadowing, online training)
- Design and deliver e-learning courses, workshops, and other pieces of training
CUSTOMER SERVICE ASSOCIATE - VISA RISK INVESTIGATOR
Scicom Lanka Private Limited
12.2013 - 08.2014
- Monitored and analyzed daily merchant batch settlement queries to detect irregular patterns in transaction activity and initiate appropriate adverse action to mitigate loss
- Investigate high-risk or suspicious transaction activity with merchants, issuing banks, and cardholders to determine the proper action
- Was appointed as a Specialist in Learning and Development in 2014
EXECUTIVE - CUSTOMER SERVICE
Scicom Lanka Private Limited
10.2013 - 12.2013
- Answer incoming customer phone calls and take appropriate action for each call
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company
- Attend mandatory training sessions to stay updated on product or company policy changes
- Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
- Input data into the company computer platform to keep each customer record updated
- Improved and maintained a 95% customer satisfaction rate
- Worked as a CSE for 4 months was promoted as Visa Risk Investigator
EXECUTIVE - CUSTOMER SERVICE
Seylan Bank PLC
10.2009 - 10.2013
- Answer incoming customer phone calls and take appropriate action for each call
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company
Education
GENERAL CERTIFICATE OF EDUCATION - ORDINARY LEVEL
Thurstan College
Colombo, 03GENERAL CERTIFICATE OF EDUCATION - ADVANCED LEVEL
Thurstan College
Colombo, 03Skills
- Management collaboration
- Customer complaint resolution
- Administrative skills
- Team leadership
- Complaint handling
- Client relationship building
- Relationship building and management
- Quality assessment
- Training and mentoring
- Workforce planning
- Analytical thinking
- Competitive analysis
- Operations management
Personal Information
- Date of Birth: 06/29/89
- Gender: Male
- Nationality: Sri Lankan
- Marital Status: Married
Timeline
SENIOR IMMIGRATION ADVISOR
IMM Consults
02.2024 - Current
MANAGER - BUSINESS DEVELOPMENT
Montrela Consultants
04.2022 - 01.2024
OPERATIONS MANAGER
Scicom Lanka Private Limited
08.2019 - 03.2022
ASSISTANT MANAGER OPERATIONS
Scicom Lanka Private Limited
06.2017 - 06.2019
SPECIALIST - LEARNING AND DEVELOPMENT
Scicom Lanka Private Limited
08.2014 - 06.2017
CUSTOMER SERVICE ASSOCIATE - VISA RISK INVESTIGATOR
Scicom Lanka Private Limited
12.2013 - 08.2014
EXECUTIVE - CUSTOMER SERVICE
Scicom Lanka Private Limited
10.2013 - 12.2013
EXECUTIVE - CUSTOMER SERVICE
Seylan Bank PLC
10.2009 - 10.2013
GENERAL CERTIFICATE OF EDUCATION - ADVANCED LEVEL
Thurstan College
GENERAL CERTIFICATE OF EDUCATION - ORDINARY LEVEL
Thurstan College
Similar Profiles
Tripp BarryTripp Barry
ASSOCIATE CREATIVE DIRECTOR at IMMASSOCIATE CREATIVE DIRECTOR at IMM
Pandya ShivangPandya Shivang
PHOTOGRAPHER AND EDITOR at Illuminate Model Management (IMM)PHOTOGRAPHER AND EDITOR at Illuminate Model Management (IMM)
Ruoping WangRuoping Wang
Sales Associate at IMM FashionSales Associate at IMM Fashion
Mohomed Tameem Naeem MarzookMohomed Tameem Naeem Marzook
Senior First Assistant Manager at RICC McdonaldsSenior First Assistant Manager at RICC Mcdonalds
Chamal PrasanthaChamal Prasantha
Driver at Mohammed Abdul Rahman Al Bahr Company LLCDriver at Mohammed Abdul Rahman Al Bahr Company LLC