NATALIEA DEVADAWSON
Summary
Knowledgeable and dedicated professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Starling Bank UK Ltd
07.2022 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responding to customer complaints and escalating KYC and AML issues to necessary departments.
- Handling all personal, sole traders and business customers onboarding.
- Verifying customer data to detect and identify financial frauds.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Supporting other members in the Operations team by being a point of contact and mentoring new joiners.
Southeast Asia Regional Business Development Lead
MiHCM Solutions Ltd
10.2020 - 03.2022
- Coordinate and carryout technical demos and business presentations to partners/clients
- Be proactive in offering digital HR solutions/transformation
- Handling RFP's and RFI's for customers
- Handling all segments of business from SME to Large Enterprise.
- Led development teams in building system, data and application-level interfaces and functional relationships.
- Collaborated with product specialists to understand requirements and align business processes to product features and capabilities.
- Determined and implemented innovative and industry best practices using modern designs and tools.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Built and maintained professional relationships with vendors and suppliers.
Assistant Sales Officer
Commercial Bank of Qatar
07.2014 - 02.2020
- Assisted sales team with completing customer transactions and managing issues.
- Putting into effect new procedures and policies passed down by the Head of the Department
- Verifying customer data to detect and identify financial fraud
- Generated sales report to help upper management make effective decisions and sales plans.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Assistant Relationship Manager
Softlogic Finance Plc
09.2013 - 06.2014
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Create and maintain a pipeline of business banking sales and opportunities/relationships through multiple prospecting/business development techniques.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Enterprise Account Manager
Microsoft
05.2012 - 12.2012
- Built and cultivated healthy pipeline of customers interested in partnering with company.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed accounts to retain existing relationships and grow share of business.
- Prepared sales presentations for clients showing success and credibility of products.
- Study industrial, commercial, economic, and financial situations relating to new or existing business.
- Demonstrated products, responded to questions, redirected concerns and overcame objections to close sales.
- Articulated and demonstrated product concepts and offerings to clients in easily understandable terms.
Assistant Manager Premier
HSBC Bank
09.2009 - 02.2012
- Provided a range of services to banking customers, supporting key life events, whilst providing confidence and reassurance
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Developed network of Group and External professional contacts with the aim of introducing new business, enhancing technical knowledge, and promoting the brand
- Developed and maintained relationships with external partners in the communities served.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Master of Science - Human Resources Management
University of South Wales
Cardiff, United Kingdom07.2023
Level 6 Graduate Diploma in Business Management - Business Management
London Management Qualifications (LMQ)
Colombo, Sri Lanka07.2021
Postgraduate Diploma in Marketing Management (PGDIP) - Marketing Management And Research
Sri Lanka Institute of Marketing SLIM
Colombo, Sri Lanka07.2010
Skills
- Excellent Communication
- Key Account Management
- Emotional Intelligence
- Mentoring and Coaching
- Persuasive negotiator
- Solutions Oriented
- Cross-selling
- Complaint Handling
- CRM Software
- Time Management
- Service Delivery
- Account Management
- Customer Retention
- Customer Relationship Management
- Adaptability
- Team Leadership
- Relationship Building
- Compliance Requirements
- Strategic Planning
Certification
Associate Member at CIPD - Level 7 accredited
References
Available on Request
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)
Timeline
Customer Service Specialist
Starling Bank UK Ltd
07.2022 - 08.2023
Southeast Asia Regional Business Development Lead
MiHCM Solutions Ltd
10.2020 - 03.2022
Assistant Sales Officer
Commercial Bank of Qatar
07.2014 - 02.2020
Assistant Relationship Manager
Softlogic Finance Plc
09.2013 - 06.2014
Enterprise Account Manager
Microsoft
05.2012 - 12.2012
Assistant Manager Premier
HSBC Bank
09.2009 - 02.2012
Master of Science - Human Resources Management
University of South Wales
Level 6 Graduate Diploma in Business Management - Business Management
London Management Qualifications (LMQ)
Postgraduate Diploma in Marketing Management (PGDIP) - Marketing Management And Research
Sri Lanka Institute of Marketing SLIM
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