Nilex Perera
Dundee,United Kingdom
Summary
Accomplished banking professional with expertise in data analytics, financial analysis, and agile methodologies. Proficient in SQL and Power BI, with a solid understanding of regulatory compliance. Strong analytical problem-solving and critical thinking skills enhance decision-making capabilities. Experienced in financial forecasting and reporting, with a focus on customer service and collaboration.
Overview
16
16
years of professional experience
8058
8058
years of post-secondary education
Work history
Customer Service Manager
TESCO LIMITED (CUSTOMER ENGAGEMENT CENTER)
Dundee, United Kingdom
04.2025 - 11.2025
- Delivered timely support for diverse customer inquiries, specialising in complaint resolution.
- Maintained over 90% customer satisfaction rating through exceptional service quality.
- Facilitated positive customer interactions by demonstrating professionalism and empathy.
- Navigated complex issues to implement effective solutions.
Customer Service Team Leader
PADDY POWER (FLUTTER ENTERTAINMENT)
Perth, United Kingdom
05.2023 - 09.2023
- Oversaw comprehensive branch operations, optimising customer service and procedural management.
- Cultivated strong customer relationships by consistently exceeding expectations.
- Enhanced sales by 10% through effective cross-selling of retail and online offerings.
- Ensured prompt responses to customer inquiries while informing clients of promotions.
Assistant Manager
DFCC BANK PLC
Colombo, Sri Lanka
11.2020 - 01.2023
- Forecasted annual budgets and projected sales volumes for existing and new products.
- Supervised branch operations to align with strategic objectives.
- Managed over 250 NOS client portfolios, providing independent and collaborative investment advice.
- Maintained accurate operational records for thorough data auditing.
- Executed credit approval processes through meticulous application management.
- Resolved customer issues swiftly, ensuring effective outcomes.
- Reviewed performance metrics to uncover opportunities for process optimisation.
- Coached banking service teams to enhance customer care standards.
Senior Bank Officer
NDB BANK PLC
Colombo, Sri Lanka
11.2013 - 11.2020
- Advocated for customers while identifying and maximizing sales opportunities.
- Ensured exceptional customer service and commitment to satisfaction.
- Managed banking and financial reporting, maintaining accurate regulatory records.
- Investigated customer queries to deliver timely financial solutions, enhancing retention rates.
- Implemented multi-channel engagement strategies to uphold customer confidentiality.
- Assessed customer suitability, identifying at-risk clients to mitigate business risks.
Banking Associate
PAN ASIA BANKING CORPORATION PLC
Colombo, Sri Lanka
11.2010 - 11.2013
- Delivered daily customer service as front-line staff, resolving inquiries and issues promptly.
- Processed transactions and updated account balances with high efficiency.
- Assisted clients in establishing new bank accounts and managing existing accounts.
- Provided accurate financial information to customers to improve service quality.
Customer Care Representative
DIALOG AXIATA PLC
Colombo, Sri Lanka
02.2010 - 10.2010
- Managed inbound and outbound calls to enhance customer engagement and satisfaction.
- Identified customer needs, resolved inquiries, and delivered timely solutions.
- Responded promptly to complaints, ensuring accurate information dissemination.
- Fostered sustainable customer relationships through effective communication and support.
Education
Master of Science - Business Analytics & Marketing
University of Dundee
Dundee, DND 01.2023 - 01.2024
Master of Business Administration - Management
University of Bedfordshire
United KingdomProfessional Diploma - International Business (SCQF - 11)
Scottish Qualification Authority
United KingdomChartered Accountancy - Accountancy
Institute of Chartered Accountants of Sri Lanka
Colombo, Sri Lanka 09.2007 - 10.2009
Higher Diploma - MS Office Packages
Institute of Chartered Accountants of Srilanka
Sri LankaGCES A-Levels - Commerce
De Mazenod College
Sri LankaSkills
- Data analytics and visualization
- Statistical analysis and financial reporting
- Agile methodology
- Technical tools proficiency (SQL, Power BI)
- Effective communication
- Analytical problem solving
- Critical thinking and decision making
- Regulatory compliance
- Financial forecasting
- Customer collaboration
LANGUAGES
Sinhala: First Language
English: Proficient
REFERENCES
-Available Upon Request-
Accomplishments
- Consecutively achieved the "Best Branch" award for Private Wealth Center Branch at NDB in the year 2018 & 2019.
- Won "Best Customer Retention Award" To be consistent with service delivery excellence and in developing strong customer relationships, the client retention rate at NDB stood at 95% in 2019.
- The "Cross-Sell Strategy Pioneer" Introduced a focused cross-sell strategy at DFCC Bank to achieve a 25% increase in product adoption and to ensure expansion of customer satisfaction and loyalty.
- Awarded as a "Member of the CEO's Club" by AIA Insurance for Bancassurance and Investment Planning businesses on several occasions.
- Awarded "Sales Excellence" in Bancassurance: from AIA Insurance for achieving the highest sales of Bancassurance within the region, thereby helping the organization meet its growth targets.
- Successfully led the DFCC Bank branch to achieve breakeven status and generate profits between 2020 and 2021.
Timeline
Customer Service Manager
TESCO LIMITED (CUSTOMER ENGAGEMENT CENTER)
04.2025 - 11.2025
Customer Service Team Leader
PADDY POWER (FLUTTER ENTERTAINMENT)
05.2023 - 09.2023
Master of Science - Business Analytics & Marketing
University of Dundee
01.2023 - 01.2024
Assistant Manager
DFCC BANK PLC
11.2020 - 01.2023
Senior Bank Officer
NDB BANK PLC
11.2013 - 11.2020
Banking Associate
PAN ASIA BANKING CORPORATION PLC
11.2010 - 11.2013
Customer Care Representative
DIALOG AXIATA PLC
02.2010 - 10.2010
Chartered Accountancy - Accountancy
Institute of Chartered Accountants of Sri Lanka
09.2007 - 10.2009
Master of Business Administration - Management
University of Bedfordshire
Professional Diploma - International Business (SCQF - 11)
Scottish Qualification Authority
Higher Diploma - MS Office Packages
Institute of Chartered Accountants of Srilanka
GCES A-Levels - Commerce
De Mazenod College