Open to opportunities

Kosala Bandara

@kosalabandara

Intellectually curious Operations Specialist with 8 years of experience managing fast-paced banking, customer care, and digital workflows.

Sri Lanka

Message

What I'm looking for

I’m looking to help banking teams improve service quality and reduce manual work through AI- and analytics-driven automation, operational system design, and vendor collaboration—while staying focused on compliance, disputes, and measurable performance targets.

I’m a results-oriented Operations & Customer Care specialist with over eight years of experience across retail banking operations, customer care, and workflow automation in fast-paced environments. I leverage modern artificial intelligence tools and data analytics to replace manual processes with automated digital solutions.

At Sampath Bank PLC, I design operational parameters for custom 24/7 web scheduling, optimize communications infrastructure with external technology vendors, and deploy automated shift-logging using Microsoft Office 365 and Advanced Excel. I also lead quality assurance auditing, manage complex inbound disputes, support cardholders and merchant operations, and handle premium portfolio escalations while maintaining AML/KYC compliance.

Experience

Work history, roles, and key accomplishments

Current

Operations & Customer Care Specialist

Current

Sampath Bank PLC

Oct 2023 - Present (2 years 9 months)

Intellectually curious Operations Specialist with 8 years of experience in banking and digital workflows. Proven track record of leveraging AI tools and Excel to automate legacy bottlenecks. Adept at vendor management, dispute resolution, and regulatory compliance.

Web Scheduling Application Design Vendor Management Process Automation Automated Shift Logging Microsoft Office 365 Data and Persistence Quality Assurance Auditing Service quality

Inbound Call Center Agent

Sampath Bank PLC

Jan 2021 - Jan 2023 (2 years)

Handled high-volume inbound queues for complex card inquiries, manual authorizations, and transaction disputes under pressure. Managed premium client escalations, resolved cardholder issues, and supported merchant settlement assistant troubleshooting alongside terminal operations.

Inbound Call Center Operations Dispute Resolution Disputes Cardholder Support Safety Deactivation Limit Adjustment Escalation Management Service Level Management POS Troubleshooting

Banker

Sampath Bank PLC

Jan 2018 - Jan 2021 (3 years)

Performed frontline teller operations including high-volume cash distributions and account reconciliation. Executed customer identity verification (KYC/CDD), ensured AML compliance, and supported suspicious transaction reporting protocols.

Teller Operations Account Reconciliation KYC AML Compliance Risk Management Identity Verification Regulatory Compliance