Gobekha Priya Sritharan

Experience

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  Dialog First source

  Jan 2010 - Jan 2011

  Customer Service Executive

  - Effectively managed and resolved customer queries via phone and email, ensuring timely and accurate responses to maintain high levels of customer satisfaction.- Accurately recorded customer information, interaction details, and personal data into internal databases, ensuring that all records were up-to-date and easily accessible for future reference.- Provided detailed information on product specifications, usability, and pricing, acting as a key resource for customers and ensuring they had the necessary information to make informed decisions.- Addressed and resolved customer service inquiries promptly, ensuring that issues were handled efficiently and in alignment with company standards, thereby enhancing overall customer experience. Visa mindre

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  HSBC

  Nov 2011 - Dec 2017

  Associate & Subject Matter Expert

  - Served as the primary point of contact for assigned projects, building strong relationships with global stakeholders and ensuring clear communication throughout the project lifecycle. Successfully managed project timelines and budgets, proactively mitigating risks while conducting thorough Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) checks. This included negative news and sanctions screening to ensure compliance with regulatory requirements and mitigate financial crime risks.- Supported business continuity planning to minimize operational risks, maintaining team performance during disruptions. Ensured rigorous quality control over project deliverables through effective managerial oversight. Provided training and mentorship to colleagues, particularly in Anti-Money Laundering (AML) and Financial Crime prevention, to enhance team compliance awareness and consistently meet quality standards.- Facilitated seamless integration across projects by identifying and coordinating dependencies with internal and external partners. Implemented active planning, milestone tracking, and comprehensive reporting to keep projects on track, while fostering team collaboration and innovative thinking through workshops and effective communication. Visa mindre

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  KloudIP PVT limited

  Aug 2017 - Aug 2018

  Customer Account Manager

  - Collaborated with Business Development Managers (BD) to analyze customer needs, preparing compelling proposals and quotations that effectively communicated the company's service offerings, strategic approaches, and competitive advantages.-Coordinated with Business Units (BU) and relevant stakeholders to ensure the timely and accurate preparation ofproposals, aligning them with both company policies and customer specifications. Took overall ownership of client deliverables, consistently meeting quality standards and providing timely solutions to customer queries and complaints to enhance client satisfaction.- Supported the finance department by accurately updating and maintaining invoices. Engaged in strategic planning and relationship management, contributing innovative ideas to senior directors for system and process improvements. Maintained strong communication and relationships with both staff and clients, offering expert advice during product integration and adoption phases.-Expertly managed and designed end-to-end (E2E) processes with a focus on continuous improvement, ensuring alignment between strategic objectives and execution-level requirements. Proactively advised the business on innovative solutions and optimizations, successfully implementing process improvements to drive efficiency and effectiveness. Visa mindre

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  Ikman (Pvt) Limited

  Aug 2018 - Aug 2019

  Senior Compliance Executive

  - Drafted and updated Standard Operating Procedures (SOPs) across all departments, ensuring alignment with the latest industry standards and best practices.- Conducted regular audits to verify adherence to these procedures, identifying gaps and recommending targeted solutions to enhance operational efficiency.- Conducted comprehensive market analysis to identify emerging trends, informing data-driven decision-making. Reviewed and optimized operational policies to ensure their relevance and effectiveness, effectively communicating updates to ensure proper implementation across the organization.-Contributed to the development of the company's vision, change roadmap, and quarterly plans, driving process innovation and operational efficiency in alignment with strategic objectives. Visa mindre

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  Innodata Lanka Pvt Limited

  Aug 2019 - Sept 2020

  Trainer cum Team Manager

  - Prepared, implemented, and monitored strategic plans to ensure team goals and objectives were met. Developed and analyzed operational reports to assess performance, identifying trends and areas for improvement.- Initiated continuous improvement activities to enhance productivity and quality while ensuring compliance with organizational information security roles and responsibilities.-Conducted technical training sessions, creating comprehensive training materials, including manuals andmultimedia aids. Monitored trainee performance, provided constructive feedback, and established key performance indicators (KPIs) to measure outcomes, making data-driven adjustments to optimize training effectiveness.-Led project teams by effectively delegating tasks, ensuring all milestones and targets were met on time and within scope. Liaised with clients to acknowledge projects, ensuring timely completion and adherence to quality standards. Fostered teamwork and motivation, resolving conflicts and disputes efficiently.-Monitored complaints, errors, and inefficiency trends to identify and implement necessary learning frameworks, driving continuous process optimization. Visa mindre

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  Health Recon Connect

  Sept 2020 - Apr 2021

  Team Leader Operations

  - Attended to team requirements and ensured timely resolutions, maintaining high performance levels by implementing targeted development initiatives. Monitored team performance through regular observations and key metric tracking, effectively identifying and addressing under performance to drive improvement.- Led the customer service team, enforcing company policies, answering staff questions, and training new employees to ensure consistency in service quality. Monitored operations to ensure adherence to procedures and progress toward Key Performance Indicator (KPI) targets.- Strategically planned employee workloads and delegated tasks to efficiently manage seasonal demandfluctuations, optimizing team productivity and achieving business objectives.-Utilized data-driven insights to guide process design and improvement, ensuring decisions were based on thorough problem and impact analysis. Made process performance transparent and measurable, identifying structural bottlenecks and facilitating continuous improvement efforts. Visa mindre

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  The Chartered Institute for Securities & Investment (The CISI)

  Apr 2021 - Apr 2024

  Qualifications Manager

  - Chaired cross-functional meetings to facilitate effective communication and collaboration between departments, fostering a positive and professional working environment that enhanced both staff and customer satisfaction.- Organized and facilitated hybrid meetings and events, leveraging advanced technological tools to ensure effective participation and engagement from both in-person and remote attendees. Managed logistics, technical setups, and real-time troubleshooting.-Drafted and implemented Standard Operating Procedures (SOPs) for various work processes, ensuring clarity and consistency across the team. Supervised and delegated tasks effectively, driving productivity and ensuring that key targets were consistently met. Visa mindre