Shehan Fernando
@shehanfernando1
I improve banking service and product delivery for global and premier clients.
Sri LankaWhat I'm looking for
I'm supporting HSBC Global Service Centre markets across the United Arab Emirates, Australia, Hong Kong, the United Kingdom, and the United States to resolve customer queries and improve service quality.
I collaborate with global teams, product owners, and project teams on product rollouts, service prioritization, process guides, and business metrics. Previously, I managed premier client portfolios and retail banking operations at HSBC Premier Branches in Colombo.
I've handled account opening, deposits, transfers, digital banking, credit cards, loans, escalations, and complaints. I was a top-performing CSR in 2020 and 2021 and have also supported branch staff as a team leader.
Experience
Work history, roles, and key accomplishments
Supporting multiple country markets to resolve customer queries and collaborating with global teams on product build and rollout. Assisting with business initiatives, documentation management, and measuring business metrics.
Senior Customer Service Representative
Oct 2021 - Nov 2023 (2 years 1 month)
Handled top tier premier clients' accounts and managed portfolios to fulfill financial needs. Acted as team leader to assist branch management and uphold high customer service standards.
Customer Service Representative
Sep 2016 - Oct 2021 (5 years 1 month)
Handled retail banking operations including account opening, transfers, and digital banking services. Processed credit cards and loans, and resolved customer escalations to maintain high service standards.
Education
Degrees, certifications, and relevant coursework
St. Joseph College, Colombo 10
G.C.E. Advanced Level, General Education
Completed G.C.E. Advanced Level in 2015 with subjects Accounting, Business Studies, and Economics.
Tech stack
Software and tools used professionally
Availability
Location
Sri LankaAuthorized to work in
Salary expectations
Skills
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