RUKSHAN WEERAPPERUMA
Dubai,United Arab Emirates
Summary
Accomplished professional with extensive expertise in Sales & Marketing, Client Acquisition & Retention, and Consultative Selling & Upselling. Proven track record in Customer Relationship Management, Conflict Resolution & Account Management, and Revenue Growth & Market Expansion. Adept at developing Customer Engagement & Retention Strategies while ensuring Compliance & Risk Management. Skilled in Negotiation, Persuasive Communication & Presentation Skills, and Financial Product Consultation. Utilises Data-Driven Decision-Making to enhance Banking Operations & Finance Management. Proficient in CRM systems and the Microsoft Office Suite.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Advisor
Sky UK Limited
Newcastle Upon Tyne
2023.02 - 2025.04
- Cultivate strong customer relationships by serving as a trusted advisor to address their needs, resulting in a 17% revenue boost in Q3 2024
- Resolve objections and complaints effectively using expert negotiation skills, boosting customer satisfaction and adding measurable value to client portfolios
- Exceeded sales targets by an average of 28% through proactive engagement and consultative selling strategies, achieving a 46.2% client acquisition rate by promoting high-revenue products in Q4 2024
- Conduct regular customer health checks, analyzing key performance metrics to ensure satisfaction and retention, achieving an 89.5% first-contact resolution rate and earning a 10/10 satisfaction rating from 86.8% of clients in Q4 2024
- Collaborate with cross-functional teams to enhance customer value and experience, while actively contributing to team improvement by sharing best practices and problem-solving techniques
- Mentor team members to refine their sales and customer relationship management skills, fostering a high-performance culture within the organization
Sales Manager
Lex Duco Privet Ltd
Colombo
2020.09 - 2021.12
- Managed a portfolio of high-value clients, delivering exceptional post-sales support and ensuring customer satisfaction by aligning services with client expectations
- Consulted with clients to define business goals, establish KPIs, and design performance measurement frameworks to enhance operational efficiency
- Collaborated with cross-functional teams to optimize the customer journey, improving client retention and loyalty through tailored strategies
- Spearheaded strategic campaigns to elevate brand awareness and expand the client base, achieving a 12.8% growth in 2021 compared to the previous year
- Developed and executed strategic marketing campaigns at Lex Duco (Pvt) Ltd, increasing brand awareness and expanding the client base, resulting in 12.8% growth in 2021
- Partnered with marketing and project teams to enhance the customer experience, resulting in a 35% reduction in client complaints during Q2 of 2021
- Identified cross-selling and upselling opportunities, driving significant revenue growth through targeted client interactions and value-added recommendations
- Negotiated with banks and financial institutions to secure favorable sales commissions, creating win-win outcomes and increasing sales performance
Assistant Manager - Sales & Marketing
Pioneer Institute of Business & Technology
Colombo
2019.07 - 2020.01
- Led a high-performing team of four Business Development Executives, fostering a culture of excellence in sales, client service, and customer satisfaction, resulting in the team achieving recognition as the highest-performing sales team with a 35% target surplus in December 2019
- Managed strategic customer success initiatives, ensuring alignment with organizational business goals and driving an 8% increase in brand loyalty by September 2019
Business Development Executive
Aitken Spence PLC
Colombo
2017.07 - 2019.02
- Negotiated contracts and secured high-value partnerships, contributing to substantial revenue growth
- Successfully finalized an agreement in March 2018 that delivered an 18.3% profit margin for the company
- Cultivated and strengthened relationships with key stakeholders to ensure long-term customer satisfaction, loyalty, and repeat business, resulting in a 12% increase in sales through existing client referrals in Q2 2018 compared to the previous quarter
Banking Assistant / Executive
Nations Trust Bank
Colombo
2015.10 - 2017.06
- Implemented targeted customer engagement strategies to enhance satisfaction and loyalty, achieving a 69% 'highly satisfied' client rating in Q4 2016
- Provided actionable, data-driven insights to optimize service efficiency and elevate the customer experience, ensuring alignment with organizational objectives
Senior Personal Banking Advisor
The Hong Kong and Shanghai Banking Corporation
Colombo
2011.10 - 2015.10
- Led strategic marketing campaigns, surpassing sales targets by 28% and significantly enhancing brand visibility in competitive markets
- Managed customer requests, including account maintenance, Fixed Deposits, Personal loans, Mortgage loans, vehicle Loans and credit card applications, ensuring 99% compliance with HSBC banking policies
- Recognized as the highest seller in Asia-Pacific Sales Nominations in 2014, reflecting exceptional sales performance and client acquisition skills
Education
Master of Science (M.Sc) - Marketing
Northumbria University
2022.01 - 2023.06
Postgraduate Diploma in Professional Marketing - undefined
Charted Institute of Marketing (CIM)
2020.06 - 2021.07
Graduate Diploma in Management - undefined
Business Management School
2016.06 - 2017.08
Skills
- Sales & Marketing
- Client Acquisition & Retention
- Consultative Selling & Upselling
- Customer Relationship Management
- Conflict Resolution & Account Management
- Revenue Growth & Market Expansion
- Customer Engagement & Retention Strategies
- Compliance & Risk Management
- Negotiation & Conflict resolution
- Persuasive Communication & Presentation Skills
- Financial Product Consultation
- Data-Driven Decision-Making
- Banking Operations & Finance Management
- CRM systems
- Microsoft Office Suite
Languages
English
Sinhala
Personal Information
Nationality: Sri Lankan
Timeline
Customer Service Advisor
Sky UK Limited
2023.02 - 2025.04
Master of Science (M.Sc) - Marketing
Northumbria University
2022.01 - 2023.06
Sales Manager
Lex Duco Privet Ltd
2020.09 - 2021.12
Postgraduate Diploma in Professional Marketing - undefined
Charted Institute of Marketing (CIM)
2020.06 - 2021.07
Assistant Manager - Sales & Marketing
Pioneer Institute of Business & Technology
2019.07 - 2020.01
Business Development Executive
Aitken Spence PLC
2017.07 - 2019.02
Graduate Diploma in Management - undefined
Business Management School
2016.06 - 2017.08
Banking Assistant / Executive
Nations Trust Bank
2015.10 - 2017.06
Senior Personal Banking Advisor
The Hong Kong and Shanghai Banking Corporation
2011.10 - 2015.10