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oshadhi gunasekara

@oshadhigunasekara

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Business Analyst at Harrison Bennett Associates who mapped CRM processes and cut report generation time by 25%.

Sri Lanka

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At Harrison Bennett Associates, I mapped existing marketing processes and proposed enhancements for a new CRM system. I documented requirements, developed user story acceptance criteria and wireframes, and analyzed CRM data to improve reporting.

As Customer Support - Level B at Lloyds Bank, I analyzed customer interactions and mobile banking feedback to inform product recommendations and service improvements. My work contributed to an 18% increase in digital engagement and a 15% reduction in escalations.

At Synergen Health Plc, I worked on healthcare revenue cycle management, claims submission, and digital transformation projects. I developed process models and analyzed customer journeys to improve clean claim rates and denial prevention.

At HSBC, I designed an AML workflow tool using macros and SQL, and automated PEP and sanctions screening. These changes reduced case resolution time by 30% and increased daily screening volume by 40%.

Experience

Work history, roles, and key accomplishments

Current

Customer Support - Level B

Current

Lloyds Bank

May 2023 - Present (3 years 5 months)

Analyzed customer interaction patterns to recommend banking products, contributing to an increase in product uptake through data-informed insights. Resolved complex service issues by identifying recurring digital and in-branch pain points, leading to a 15% reduction in escalations through root cause analysis.

Data Analysis Customer Service Root Cause Analysis KYC AML Compliance FCA Compliance Dashboarding KPI Tracking Trend Analysis

Business Analyst

Harrison Bennett Associates

Jun 2025 - Sep 2025 (3 months)

Maintained clear communications with stakeholders, ensuring accurate understanding of CRM requirements and providing timely updates. Led AS-IS and TO-BE process mapping using draw.io and Lucid Chart to document existing marketing projects and proposed enhancements with the new CRM system.

CRM Process Mapping Drawio Lucidchart Stakeholder Management User Stories Wireframing Requirements Gathering Troubleshooting Reporting

Senior Assistant Team Lead

Synergen Health Plc

Sep 2016 - Nov 2022 (6 years 2 months)

Spearheaded end-to-end claims submission, track and analyze key performance indicators (KPIs) for healthcare client ensuring improving clean claim rates. Developed and maintained strategic relationships with 6+ high-value clients increasing account retention rate by 22% year-over-year.

Claims Management KPI Analysis Customer Relationship Management Agile Process Modeling Data Analysis Power BI Team Leadership Mentorship Revenue Cycle Management

Financial Crime Compliance Analyst

HSBC

Mar 2013 - Jun 2015 (2 years 3 months)

Designed an optimized new AML workflow tool using macros and SQL, identifying 5 bottlenecks and reducing case resolution time by 30%. Automated PEP and sanctions screening processes using rule-based filters, increasing daily screening volume by 40% with zero compliance breaches.