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
02.2023 - 04.2025
- 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
09.2020 - 12.2021
- 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
07.2019 - 01.2020
- 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
07.2017 - 02.2019
- 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
10.2015 - 06.2017
- 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
10.2011 - 10.2015
- 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
01.2022 - 06.2023
Postgraduate Diploma in Professional Marketing - undefined
Charted Institute of Marketing (CIM)
06.2020 - 07.2021
Graduate Diploma in Management - undefined
Business Management School
06.2016 - 08.2017
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
02.2023 - 04.2025
Master of Science (M.Sc) - Marketing
Northumbria University
01.2022 - 06.2023
Sales Manager
Lex Duco Privet Ltd
09.2020 - 12.2021
Postgraduate Diploma in Professional Marketing - undefined
Charted Institute of Marketing (CIM)
06.2020 - 07.2021
Assistant Manager - Sales & Marketing
Pioneer Institute of Business & Technology
07.2019 - 01.2020
Business Development Executive
Aitken Spence PLC
07.2017 - 02.2019
Graduate Diploma in Management - undefined
Business Management School
06.2016 - 08.2017
Banking Assistant / Executive
Nations Trust Bank
10.2015 - 06.2017
Senior Personal Banking Advisor
The Hong Kong and Shanghai Banking Corporation
10.2011 - 10.2015
Similar Profiles
Faisal KokateFaisal Kokate
Fraud Analyst at Sky UK LimitedFraud Analyst at Sky UK Limited
Simon StansfieldSimon Stansfield
Installation engineer at Sky UK limitedInstallation engineer at Sky UK limited
John PatersonJohn Paterson
Sales advisor at Sky UK Limited - Customer Service GroupSales advisor at Sky UK Limited - Customer Service Group