Dilusha Perera

· Develop and streamline operational processes to enhance efficiency, ensuring workflows align with academic calendars, and organisational objectives.

· Monitor workflows to meet deadlines and ensure the prompt delivery of exam results.

· Scheduled tasks aligning with operational deadlines while prioritizing workload to achieve targets.

· Assist educational centres with exam bookings for T-Level and Technical qualifications.

· Oversee the return of exam scripts, and ensure their timely dispatch for marking.

· Perform quality checks to uphold high operational standards, and ensure compliance with company policies, internal controls and regulatory requirements.

· Ensured seamless resolution of queries while maintaining high customer service standards and escalating complex issues effectively.

· Promoted a culture of continuous improvement, collaboration, and innovation while supporting change initiatives.

· Perform secretarial duties, including minute-taking, and prepare monthly agendas for board meetings.

· Coordinate communication activities within operations department involving newsletters and webinars.

· Communicate key process updates and best practices to relevant staff, ensuring alignment and efficiency.

· Provide staff training as needed, and coordinate with the team to ensure coverage during absences or high-demand periods.

· Assist in the planning, execution, and evaluation of measurable initiatives, events, and projects to support the organisation's goals and objectives.

• Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
• Organised staff training sessions on new product ranges, enhancing team knowledge and sales skills.
• Conducted performance reviews, providing constructive feedback and setting individual goals.
• Negotiated with external stakeholders to secure better pricing, improving profit margins.
• Oversaw the work of administrative staff supporting operations, and facilitated key cross-functional collaboration.
• Trained new employees on company policies, customer service excellence, and sales techniques.
• Coordinated with senior management to implement strategic plans for revenue growth.
• Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
• Oversaw daily operations, including opening and closing procedures, to maintain store standards.
• Facilitated communication between staff and senior management, acting as a point of contact.
• Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
• Ensured compliance with accounting policies, regulations, and internal controls in the bank.

• Dedicated and customer-focused professional with a strong background in delivering exceptional service, resolving enquiries, and ensuring seamless transaction processing.
• Skilled in handling customer queries, maintaining accurate documentation, and providing expert advice in a professional manner.
• Committed to exceeding KPIs, enhancing customer satisfaction, and fostering positive client relationships.
• Adept at multitasking in fast-paced environments, while ensuring efficiency and accuracy.

· Helped customers open, close and update bank accounts.

· Maintained confidentiality of customer information, adhering to data protection laws and bank privacy policies.

· Conducted financial transactions using various banking systems and software, demonstrating proficiency in technology.