resume - ranjana updated
TRANSCRIPT
EDUCATIONAL QUALIFICATIONS
Cardiff Metropolitan University 2013 – 2015
Master of Business Administration (M.B.A.), Business
Administration, Management and Operations
British Computer Society 2010 - 2012
Professional Graduate Diploma in information technology.
Secondary Education 1991- 1999
Ananda College –Colombo 10
G.C.E O/L (3Ds and 5Cs )
G.C.E A/L (1B , 1C and 2S’s ) in Bio stream.
Work experience
HSBC – GSC Rajagiriya - August 2014- Present
Assistant Manager / Quality Analyst – Sept 2016 to now
(CDD – CMB Malta Deployment)
Currently im working with Malta Commercial banking team consist of 30 relationship managers and 12 case managers and 04 senior Managers and Global Business Regulatory Quality team and working as a quality controlling , coaching , MIS main contact point of 14 member team of CDD Analysts.
Being part of HSBC’s Customer Due Diligence team i have achieved below tasks while ensuring to deliver the strategic priorities of HSBC .
Providing quality and customer service leadership to the team working with both internal and external stake holders of the KYC project.
Coaching , guiding , and delivering performance improvement plans for the local CDD Analyst team in terms of quality and work profile completions.
Maintaining team / individual performance and working towards constructive corrections to in line with HSBC strategic priorities.
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PROFILE
Client-due-diligence Analyst/internal Auditor at HSBC, A competent and experienced Corporate Provisioning Administrator with over 10 years experience in dialog customer care Workforce Management & Management Information Systems.
Looking for a new challenging managerial or Business Analyst position, one that will make best use of my existing skills & experiences also further my personal development
CONTACT DETAILS
M: +94-772838057 / 0718029106
T :+94-2708117
Postal: 177/B ,Mihira
Mawatha,Makuluduw,
Piliyandala,Sri Lanka
RANJANA HEWAGAMA
Client due diligence analyst/ Internal Auditor – Aug 2014 – Sept 2016(Banking operation process quality)
I have joined HSBC as a Client Due Diligence Analyst and have been working for there over a
year.HSBC offers me a dynamic working environment and presently I am dealing with UK
commercial banking customers due diligence quality checking .During my tenure of working
experience with HSBC bank I have taken the initiative to provide class room training sessions for
staff. I have awarded “super stars of the month of May “in company overall rewards and recognition
ceremony and awarded as a “shining star “for the first half of 2015 as well. Further to that I have
awarded as the star performer for the month of June 2016 as well.s
Especially I have conducted training sessions to a brand new staff, who joined very recently to my
department (CMB)
I have contributed three process improvement ideas during 2014.
As a responsible team member I have taken the initiative of training customized for
underperformers in order to ameliorate their process knowledge and achieve their quality levels.
Managing queues and distributing day to day work.
I currently conduct daily audits and taking part in weekly conference calls.
Further to that i have been appointed as the Subject Matter Expert (SME) and s a section coach of
the KYC team.
Elicited requirements for multiple projects of a high value strategic account from the Banking
domain by facilitating requirements workshops, conducting interviews, surveys
Documented the requirements in the form of Requirements Specification documents drawing AS-
IS and TO-BE process diagram, UI mockups, property matrices and Use cases.
Communicated the requirements to the development and QA teams clarifying doubts by
coordinating with the client stakeholders for further clarifications.
Conducted functional testing of solution developed and reviewed test cases prepared by QA team
Facilitated client UAT sessions and prepared user manuals conducting training sessions for client
stakeholder
Work experience
Exetel PVT Ltd January 2012 - February 2014
Corporate Provisioning Administrator
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I have been able to manage over a 100 Australian corporate client base including DB Shenker, HSY Auto parts, Enerds Solutions, etc in terms of ISP projects and delivered customer satisfaction all the time. Below listed are the key duties of my job role.
Planning, directing and coordinating 1:1 & 1:4 data services projects ensuring their aims and objectives are communicated effectively and results are achieved in line with projected estimations while managing client expectations and delivery of their products.
Assess, manage and assign projects to corporate provisioning administrators based on client specific requirements, design build criteria which include the management of VLANs and WAN IPS.
A talent for building capabilities, aligning interests and achieving outcomes in complex Telecommunication and operational environments. An ability to express complex products and services effectively in individual and group situations adjusting language and tone to match the needs of the audience.
Pursues work with energy, drive and with a strong accomplishment orientation.
Adaptable and capable of working independently as well as a hands-on and enthusiastic member of a collaborative team taking part in multiple projects with inter divisions as well as customers in terms of provisioning.
.Group Enterprise Contact Management Services, Dialog Telekom (Plc) April 2005 – January 2012
Workforce Management & Management Information Systems / Assistant Co‐coordinator
Serve as an initial point of contact for all issues pertaining Management Information and Frontline Real Time Monitoring and Enterprise Contact Centre Management information services
Coordinating with division at all levels by line of the business and/or location as well as with the greater operations function to co-ordinate /evaluate/analyze all reporting needs to achieve specific business objectives.
Create, maintain and enhance timely call center reporting and analytical tools that support senior and frontline & Enterprise Contact Center management in the decision making process including daily, weekly, and monthly point in time trends.
Assisting and supporting on providing COPC – Table F information for several months
Developing and producing reports and analyzing to track key operational performance indicators.
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TECHNICAL SKILLS
Familiar with statistical tools
such as “MINITAB”
Familiar with MS office XP
packages.
Well experienced of working
with sales invoicing systems.
Well experienced of working
with workforce management
systems.
Well experienced of working
with HRIS management
systems.
Well experienced of working
with Customer Relationship
management systems
PROFESSIONAL SKILLS
Exceptional versatility
and adaptability
Ability to accept
responsibilities and
openness to changes
Ability to perform
teamwork efficiently with
team members
Ability to manage
multiple tasks in a
pressured environment
Team Leader / Shift Operations In Charge (2008 – 2010)
Managing a team of 25 people, assigning those tasks, and motivating
them to meet targets.
Performance review of team members in weekly, monthly and annual basis
for their incentives, career development and contract renewal
Implementation of Assignments and Strategic Plans with tasks related objectives in par with management requirement Effectively managing customer complains / escalations / Customer
satisfaction survey feedbacks and provide solutions
Managing team attendance, leave, performance in terms on daily / weekly /monthly and annually.
Worked as a backup on the job trainer for CSTA (Customer service training academy) of Dialog
Contact Centre Associate (2005 – 2008)
Member of “New IVR user acceptance test group “of the dialog contact center.
Member of the “Dialog TV & DBN” of the dialog contact center improvement projects.
Management Trainee / Logistics Coordinator –Danzas AEI(2003 Jan – Nov)
Managing inbound and outbound freight forwarding many multinational organizations in both sea freight and air freight.
Coordinating freight clearance with clearance department as well as BOI and Customs.
Key client Relationship management with nominated clients as well as foreign hubs.
REFEREES Achala Bandara
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PROFESSIONAL MEMBERSHIPS
Associate member of British Computer Society
Manager – Provisioning
Exetel Pty Ltd,Orion City
Colombo – 2,
Sri Lanka
Contact Number: +94777335508
E-mail: [email protected]
Janitha Wijerathne
Specialist - Dialog Partner services
Dialog Axiata plc
475,Union Place,
Colombo – 2,
Sri Lanka
Contact Number: +94777333493
E-mail: [email protected]
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