Randima Singhapali

Experience

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  Sampath Bank

  Jan 2019 - Sept 2023

  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.Achieved high satisfaction rating through proactive one-call resolutions of customer issues.Maintained and managed customer files and databases.Offered internal and external customers first-rate customer service to maximize satisfaction and business success.Handled customer inquiries and suggestions courteously and professionally.Answered customer telephone calls promptly to avoid on-hold wait times.Clarified customer issues and determined root cause of problems to resolve product or service complaints.Responded to customer requests for products, services, and company information.Processed customer service orders promptly to increase customer satisfaction.Analyzed customer service trends to discover areas of opportunity and provide feedback to management. Managing the market environment increase the product portfolio in the branchIntroduce New Banking Products to the customers Evaluated Credit Proposals(Mortgage, Housing & Personal Advances,) • Valuation and restructuring analysis for stressed customers, including the determination of write-offs and reserves impacting rating/classification and P&L of the bank.• Working with allied workstream Managers to facilitate and execute enterprise-wide projects (e.g., Stress tests, quality assurance, model risk management).• Liaise with internal business and product areas in the bank, as well as external fund managers, advisors and consultants to develop deeper industry expertise• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the customer's reputation and safeguarding the bank, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy. Show less #Directing overall management of credit and the operational aspects including distribution, customer service, implementing AML/KYC/CDD compliance requirements, human resources, administration and sales in accordance with the bank’s objectives.Identify, evaluate and manage strategic risks and opportunities.#Formulate and implement sales and business development plans for the branch to achieve the assigned business targets and Managing the Branch Office to meet the financial services needs of customers in assigned market area.#Develop forecasts, financial objectives and business plans to assist in developing annual financial budget/plan for branch and Monitoring / Coordinating administrative procedures, systems & devise ways to streamline process and Evaluation of Credit Proposals submitted by the credit officers & Risk Analysis/Assessment (Emphasis on Balance Sheet, Cash Flow and Business Model based Lending to ensure a regular loan book).#Monitoring sensible reporting of branch and occasionally reviewing operational and credit manuals for essential revisions, upgrades and modifications and Analyse risks to assess risk/returns and initiate timely remedial actions, where appropriate for minimising NPLs.#Increase the overall productivity of the branch by implementing relevant employee training, budgeting effectively, eliminating inefficiencies and capturing growth opportunities.#Formulating/implementing branch level strategies to achieve annual targets on all bottom line indicators (Advances, deposits, fee base income & overheads) & Cross-selling of products to maximise returns.Continuously monitoring the facilities to detect early warning signs & taking necessary remedial actions and Restructuring / Rehabilitation of bad loans by negotiating with problem customers for amicable solutions. Show less Gathering information about clients and reading financial briefings.• Assessing, analysing and interpreting complicated financial information and undertaking risk analysis by developing statistical models.• Visiting clients and keeping company credit exposures within set risk bearing limits.• Completing loan application forms and submitting to loan committees for approval.• Using credit-scoring systems for small credit amounts (such as small unsecured personal loans)• Keeping knowledge of key issues up-to-date (for example legal, market risk and compliance issues).• Assisting to enhance the quality of credit applications and making recommendations about procedural/policy changes. Show less

  • Manager

    Jan 2022 - Sept 2023

  • Branch Manager

    Jan 2020 - Dec 2021

  • Junior Executive II

    Nov 2006 - Feb 2020

  • Assistant Manager

    Jan 2019 - Jan 2020
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  Accenture Australia

  Aug 2023 - Jan 2024

  Customer Service Specialist

  Energy Specialist at Origin Energy | Customer Solutions Specialist (Green light and Accenture Project)Dedicated Energy Specialist at Origin Energy, adept at delivering exceptional customer experiences. Skilled in handling billing, payments, and metering inquiries with precision. Adept at resolving complaints, implementing effective collections strategies, and executing retention initiatives.Achievements:Recognised for Quality assurance maintains high level and Reduced average call wrap time Show less

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  Queensland Government

  Dec 2023 - Feb 2024

  Customer Service Officer

  Smart Service Queensland under DFP recruitment • Supported customers needing help with setting up accounts, processing payments and correcting errors. • Maintained records and [Software] database with regular, accurate updates.• Handled customer inquiries, payments and service requests.• Delivered fast and friendly service to handle questions and service complaints.• Collaborated with colleagues and co-workers to deliver quality customer experience. • Manage customer feedback and enquiries effectively• Introduce, promote and assist customers with digital applications.• Managed customer calls efficiently in fast-paced call center environment.• Enhanced customer satisfaction with fast, knowledgeable service. • Addressed and resolved customer concerns and complaints. Show less

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  Queensland Building and Construction Commission

  Feb 2024 - May 2024

  Customer Service Officer