Yasi Wijethilaka
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Advisor servicing
AMP Head office
09.2021 - Current
- Providing support on super, pension, and investment products to internal and external stakeholders
- Performing day-to-day administrative tasks including problem-solving escalations and assisting clients and advisors in managing their investment, super, and pension accounts
- Assisting with withdrawals, deposits, transactions, and fee-related issues
- Assisting with new business applications, helping to understand investment-related questions such as cash account, rebalancing, account transfers, in specie transfers
- Assisting the claims
- Assisting and supporting advisors with system issues, providing first-call resolutions, or directing the problems to the relevant teams and follow-up for completion
- Review documents and assist in processing them smoothly without any delays.
- Built and maintained relationships with clients to provide ongoing support.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's/advisor's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Enhanced customer satisfaction by resolving issues promptly and professionally. - Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Case Management and making outbound calls to provide customers with appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Maintained and managed customer files and databases.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Provided primary customer support to internal and external customers.
Resolved concerns with products or services to help with retention and drive sales. - Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
Remediation officer deceased estate
NAB
05.2021 - 08.2021
- Assisting the remediation team in fixing fees, charges, and errors related to historical Deceased estate accounts and applying remediation to relevant accounts
- Assisting account closures and withdrawal processes on inactive late accounts
- Gathered relevant documents to complete the KYC process on old/inactive accounts (contacted clients and stakeholders)
- Assisting in finding relevant parties or beneficiaries in supporting the KYC process & and withdrawals
- Review supporting documents related to death claims make sure all the documents are attached and close off the accounts following the guidelines.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
Small Business Customer Service Specialist
ANZ head office
10.2019 - 05.2021
- Assisting small business customers, branch staff and other internal staff members in relation to enquiries and resolving their problems
- Helping customers with all types of transactions including Term Deposits involving Business Term Deposit Rate Quotation; Term Deposit Account Statements and Term Deposit Closures; Account Update, updating of Landline/Mobile, Mail and Email contact details; and Arranging Record of Investment Letters
- Assisting clients with Bank Guarantees by handling enquiries and liaising with ANZ branches and the Bank Guarantee Team; creating escalations in relation to Bank Fee Waivers, Bank Guarantees Fees, and Closures
- Advising customers on the procedure of closing bank guarantees, fees, and charges
- Advising customers on IB/IB4B enquiries involving resetting IB and IB4B passwords; assisting with ANZ Shield Registration; Problem Logs and Escalations, IB4B Fee Waivers and IB4B Registration
- Assistance and advice to customers on Loan Account enquiries involving Loan Account Closure updating repayments; Amounts and date extensions; Quote Loan Payout Figures; Updating Account Address Details and maintaining Customer Profiles
- Helping internal and external stakeholders in all aspects of Business Account Maintenance involving: Adding and removing signatories or changing the account signing authority on business accounts and advising customers regarding the process and procedures
- Business name changes on accounts, as well as Account closures
- Ordering of debit cards, cancellation of current business visa debit cards and link cards
- Disputes of fraud transactions related to debit cards and advising regarding the procedures
- Urgent dishonor requests to stop direct debits
- Ordering of Statements, as well as changing of Statement cycles on accounts
- Account sub-product code changes; Adding or removing Periodical Payments
- Stop Cheques and ordering of chequebooks
- Stop payments, reversal of funds requests, requesting disputes or cancelling EFT disputes
- Advising customers regarding non-sufficient funds and liaising with the back-office teams
- Request honoring payments for customer's business accounts
- Waiving bank fees for customers such as dishonor and servicing fees
- Overdraft (OD) cancellations and reduction requests and liaise with the back office
- Emails from Back Office Teams regarding ID cancellations and confirming with customers
- Submission of temporary Overdraft (OD) loan applications ranging from $2000 to $50000+
- Submission of Transaction Disputes, Funds-Recall Requests and Trace Requests
- Updating of Tax File (TFN) details on business accounts
- Case Management and making outbound calls to provide customers with appropriate solutions
- Managing business loan account enquiries including payout figures, loan closures repayment changes, or referring customers to specific channels according to their enquiry.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Maintained and managed customer files and databases.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
Motor Claims Consultant
EXL Service/Insurance Australia Group
05.2019 - 09.2019
- This role involved processing claims and associated Administration tasks, liaising with internal and external stakeholders such as Assessors, Repairers, Insurers and Third Parties, and managing a high volume of inbound and outbound calls and emails regarding claims for insurance brands such as RACV, NRMA and CGU, and performing tasks while ensuring to achieve KPIs and quality targets
- Interpreting and applying company policy conditions to settle insurance claims and disputes
- Identifying potential fraudulent claims and taking appropriate actions
- Maintaining and updating the database while managing correspondence between parties
- Handling inquiries by displaying empathy when dealing with clients who have suffered loss and demonstrating an ability to provide friendly and professional customer service
- Updating the Claims Management System, and processing payments in a timely, accurate manner.
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Assisted clients in navigating insurance policies and understanding their benefits, promoting informed decision-making.
Car Rental Customer Service
Lions Car Rental
06.2017 - 05.2019
- This role involved all aspects of Customer Service, Sales, Office Management and Administration, and Cash Handling within a busy Melbourne-based car rental company
- Handling inbound calls and emails while assisting clients with vehicle rental enquiries
- Office Management and Administration including Scheduling, Filing, Data Entry and Reporting
- Handling and resolving customer complaints in a calm and professional manner
- Documentation including preparation and presentation of Rental Paperwork and Contracts.
- Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Managed customer queries efficiently via phone calls or emails, resulting in prompt issue resolution and satisfied clientele.
- Educated customers on rental policies, procedures, and fees while maintaining excellent customer relations.
- Maintained clean and inviting office spaces, contributing to a professional image for the company.
- Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
- Determined clients' needs and helped select appropriate rentals fulfilling requirements.
- Responded quickly to customer inquiries, answering questions and offering insight into products.
- Kept up-to-date rental records and customer information in company systems to track client interests and preferences.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Managed multiple tasks in high-volume environment.
- Established strong relationships with local businesses to promote cross-referrals within the community.
Salon Assistant/Coordinator/Receptionist
Various Hair Salons
04.2014 - 06.2017
- Customer Service, Hair Care and Administration within hair salons across Melbourne.
- Helped prepare clients for hair service.
- Prepared workstations for incoming stylists each morning, ensuring all necessary tools were clean, sanitized, and readily available.
- Offered exceptional service and support to walk-in and scheduled customers.
- Answered telephone calls to provide information and schedule new appointments.
- Prepared and mixed color formulas for clients' hair.
- Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
- Demonstrated professionalism with every interaction, creating a welcoming environment that encouraged repeat business from satisfied clients.
- Enhanced client satisfaction by providing excellent customer service and maintaining the salon''s cleanliness.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Improved efficiency of salon operations by promptly greeting clients, managing their appointments, and addressing any concerns or inquiries.
- Massaged clients' scalp during shampoos.
- Assisted clients with retail purchases by providing product knowledge and recommendations based on their individual needs.
- Collaborated with stylists to ensure smooth transitions between services while minimizing wait times for clients.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
Diploma in Frontline Management
Melbourne Vic2016
Bachelor of Arts - Economic
University of Colombo
Colombo- Sri Lanka 2011
Skills
- Proven experience in Customer Service and Complaints Handling
- Identifying customer needs and providing appropriate solutions within specified timeframes
- KPI-driven with proven skills in leading Sales Growth and exceeding Business Targets
- Communicating effectively and working cooperatively with a diverse range of clients, staff, and management while ensuring effectiveness and efficiency within a collaborative environment
- Handling of inbound/outbound calls and face-to-face inquiries relating to products and services
- Experienced in preparation of accurate documentation regarding customer responses, inquiries, and complaints, and escalating issues with a focus on quick and efficient resolution
- Highly experienced in providing technical and procedural support to clients while ensuring clear communication of complex information and definitive advice to varied audiences
- Handling of customer complaints in a prompt, service-oriented, and efficient manner
- Building and maintaining strong professional relationships to ensure a positive customer service experience for all clients and stakeholders
- Researching and analyzing legislation and procedures to provide accurate information to clients
- Client Relations
- Wealth Management
- Sales and Marketing
- Relationship building and management
- Investment Performance Reporting
- Customer Expectations Management
- Critical Thinking
- Analytical Thinking
- Attention to Detail
Certification
- Victorian Drivers Licence
- First Aid Training
- Drivers Accreditation
- National Police Check
Technology Software
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Internet Explorer)
- CRM Databases
- Amp North system internal systems
- Anz banking system internal systems
- Nab banking internal systems.
Career Achievements
- Advisor Servicing Specialist | AMP North Melbourne
- Business Customer Service Specialist | ANZ Docklands
References
On request
Timeline
Advisor servicing
AMP Head office
09.2021 - Current
Remediation officer deceased estate
NAB
05.2021 - 08.2021
Small Business Customer Service Specialist
ANZ head office
10.2019 - 05.2021
Motor Claims Consultant
EXL Service/Insurance Australia Group
05.2019 - 09.2019
Car Rental Customer Service
Lions Car Rental
06.2017 - 05.2019
Salon Assistant/Coordinator/Receptionist
Various Hair Salons
04.2014 - 06.2017
Diploma in Frontline Management
Bachelor of Arts - Economic
University of Colombo
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