Dinuka Dahanayake

Experience

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  HSBC

  Nov 2013 - Sept 2018

  Customer Service Executive

  Responsibilities :-Dealing with the closure of accounts of deceased customers of UK and USA depending on the instructions given by their personal representatives.-Handling all credit card closures and amendments of deceased customers of UK and USA depending on the instructions given by their personal representatives.-Training new employees on credit card systems and global HUB systems.-Auditing new employees' credit card amendments and updates until they successfully complete their learning curve.-Handling any overseas call made to personal representatives for clarifications. Achievements :-Awarded as the best performer on the first quarter of 2014 and the months of January 2015, February and March 2016 (certified).-Awarded as the extra-miler on the year of 2015 (certified).-Rated as the top performer on all the years of employment from 2014, 2015, 2016 and 2017.-Recognized as a role model in the year 2015. Show less

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  Standard Chartered Bank

  Oct 2018 - Jan 2019

  Team Lead

  Responsibilities : -Ensuring that the team meets their targets before deadlines without loss of quality.-Training and auditing the daily work and quota and making amendments where necessary.-Talking to clients that wish to speak to a supervisor for matters that are urgent and monitoring the task until it is completed.-Providing the monthly refresher for any team members that must improve on their performance.-Ensuring that the quarterly service and call targets are met by the team.-Updating the team about any new banking products or services that must be cascaded to the customer. Show less

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  HealthRecon Connect LLC

  Feb 2019 - now

  As the leader of the Tech-Transition team within HRC Labs' Solutions department, my primary responsibility is to facilitate seamless communication and collaboration between various stakeholders. At the core of my role is understanding and distilling client requirements to ensure that our products meet their needs effectively.Working closely with developers, project managers, and clients, I oversee the entire product development lifecycle. This involves providing clear instructions, ongoing support, and constructive feedback to bridge any knowledge gaps and maintain alignment between all parties involved.A key aspect of my role is serving as the main point of contact for solution-related inquiries across all departments. From the initial stages of onboarding to managing client exits, I am committed to delivering comprehensive support and guidance to ensure client satisfaction.Within the realm of Revenue Cycle Management (RCM), I assume the role of a client advocate within our organization. By providing insights into client needs and preferences, I guide our solutions team in developing customized applications that address specific challenges and enhance operational efficiency. Show less Managing the Tech-Transition team in HRC Solutions with a team of four members. I assist in driving customer success, providing support when necessary and insight to the development team to better finetune and improve our products to be in-line with the RCM business.I also play a key role in the onboarding stage of our clients by working on integrations between various systems. While the development team carry on in a scrum based environment, the Tech-Transition team lead by me ensure that the day to day business is run well without burdening the developers with bugs, update requests and training requests. Show less Working as a key analyst with our sales team in identifying opportunity areas in potential client accounts and improvement areas in existing accounts, I assisted in the growth of our sales team and the company with a contract approval rate of 80% during the last quarter of 2020 and the first quarter of 2021, with a majority of these being laboratories expanding during the pandemic.I also worked as the CR and marketing specialist for the Solutions team and helped drive their products to success by creating user material, providing interactive training sessions and communicating the feedback to the development team along with my expertise about the RCM industry. Due to my work experience as an account manager with various clients in different states and working on analytics for the sales team, I've learned the RCM process quite extensively and have used this skill to train new joiners, finetune applications we develop to better suit the business and provide a helping hand to my colleagues when needed. Show less Joining as a newbie to the RCM industry, I managed to excel in the role by quickly picking up the basics of the business leading my management to provide me direct client handling in a span of six months where I continued to conduct research, build relationships and grow as an individual and an employee.Down the line, due to good maintenance of relationships and improved cash flow and revenue each month for both the clients, I was handed another account with two collectors to support as we headed towards the pandemic. As the volumes spiked due to the increased testing in the United States labs, I provided weekly updates, management support, inquiry support and business insight. As an Operations Analyst, I gained the knowledge in this business that I use on a daily basis up to this day. Show less

  • Technical Product Manager

    Nov 2023 - now

  • Team Lead - Customer Relations

    Oct 2022 - Nov 2023

  • Specialist - Product Marketing & Customer Relationships

    Dec 2020 - Oct 2022

  • Operations Analyst

    Feb 2019 - Dec 2020