Experience

Telecommunications Industry Ombudsman
• Australia
• Telecommunications
• 100 - 200 Employee
• Quality Assurance - Service Insights

  • Sep 2022 - Present


NAB

• Australia
• Banking
• 700 & Above Employee

• Associate - Remediation Communications

  • Sep 2020 - Jun 2022

  Communication execution for NAB & Advantedge remediation events: • Pre-transition - review & analysis of large data sets to ensure accurate & timely communication to the impacted customers. Working closely with the Leadership Team, delivery teams, and payment operations team to identify event-specific nuances and ensure correct processes are followed and respective guidelines are adhered to. • Post transition - planning the communication strategy & execution of communication strategy. • Facilitation of other communication requests post-transition.• Process mapping and documentation - author, edit, and keep up-to-date SOP/work instructions and internal Knowledge Base• Quality Assurance - customer communications, process documents, etc.• Process improvement initiatives - digitization of manual processes, new process implementation.• Facilitating training of team members. • Managing complex events - managed an event with 1.6M+ impacted customers. • End of month reconciliation - eReconcile OSA CustodianTools/Systems - Pega, Siebel, SharePoint, MS Excel Show less

• Settlements & Discharges - Post Settlement Administration

  • Apr 2019 - Sep 2020

  • Worked closely with the Leadership Team to ensure that work is processed efficiently and accurately within the parameters of SLAs, service standards and performance targets.• Process improvement initiatives – Discharge Refund Process, Redraw process.• Built and maintained productive relationships with internal and external stakeholders to facilitate successful and timely processing of variations to loans.• Facilitated training and development of team members in complex tasks.• Assisted the Discharges Team in peak times - was cross skilled given the ability to pick up new skills quickly. • Was recognized by the Leadership Team for stepping up and managing complex tasks andescalations. Also received appreciation from brokers, relationship managers and state managers for being customer-centric and delivering results.Tools/Systems - Holocron, Jetstream, MS Excel, MS Word, SharePoint Show less



Blue Stream Consultancy Pte Ltd

• Singapore
• Staffing and Recruiting
• 1 - 100 Employee

• Senior Researcher

  • Sep 2018 - Feb 2019

  • Undertook executive research, and candidate and client management activities. • Conducted research to identify suitable candidates for clients including targeted market mapping, talent pooling, database searching, as well as networking and headhunting. • Developed processes for research and active candidate identification process. • Spearheaded candidate outreach and represented the company. • Screened candidates against agreed competencies and criteria for each project. • Built relationships with candidates and kept track of their career goals and progress. • Captured and maintained accurate market, client and candidate information on the company’s database. Show less



DBS Bank

• Singapore
• Banking
• 700 & Above Employee

• Project Administrator

  • Dec 2016 - Dec 2017

  • Collaborated with the Subject Matter Experts (SMEs) to manage, design, develop, and market learning programmes for Technology staff across various roles and levels. • Coordinated and ensured that the department’s statutory (Monetary Authority of Singapore) training requirements are met. • Implemented, and monitored training programmes within the department. • Vendor onboarding, evaluation of vendor performance. • Monitored and reviewed progress of trainees through various feedback channels, e.g. questionnaires/surveys, discussions with managers. • Produced regular reports on training achievements for use at discussions forums - weekly management meetings, monthly updates, quarterly events. • Performed Data Analysis with large data sets for management reporting. • Supported business units by providing in-depth data analysis to diagnose problems and/or improve processes. • Documented process flows and improved processes to increase efficiency. • Was involved in the planning, designing, and dissemination of learning programme communications to create awareness and improve participation- in the form of EDMs, presentation slides to be used at meetings, monthly forums. • Performed other tasks and projects as necessary to support business, such as billing and cross charging. Focus Areas: Business Management - Data Analysis, Performance Reporting/ Presentation, Operations, Project Management, Internal Communications, Vendor Management, Course Content Review • Special Projects: Was in the core team that implemented bank-wide cloud related learning (AWS). • Tools/ Techniques: SharePoint, MS Excel (Pivot tables, Charts), MS PowePoint, Horizon, Pigeonhole Live, JIRA, SurveyGizmo, Mentimeter Show less



OCBC Bank

• Indonesia
• Banking
• 700 & Above Employee

• Process Associate

  • May 2016 - Nov 2016

  Contract-based, focused on Card Operations. Contract-based, focused on Card Operations.



Stax Inc.

• United States
• Biotechnology Research
• 1 - 100 Employee

• Senior Business Analyst

  • Feb 2015 - Feb 2016

  As a senior member of the team, I supported the company’s engagements for private equity and corporate clients, by overseeing junior analysts, gathering, reviewing, and analyzing data to provide actionable insights to complex issues. During my tenure at Stax, I contributed to an array of acquisition diligence and market analysis engagements across various industries. Assessment of industry growth, identification of new market entry and international expansion opportunities, acquisition screening, evaluation of competitive dynamics, and developing specific go-to-market strategies were key areas of focus. Role/Achievements:• Researched, analyzed, and presented key findings.• Worked closely with managers and directors to convert team findings into valuable insights and actionable recommendations. • Served as a key project team member responsible for understanding client issues, collecting data, and structuring and conducting in-depth analysis in support of client objectives.• Assisted business development activities by conducting research and preparation of relevant reports/presentations.• Was also involved in the recruitment process and training initiatives. • Was recognised and commended for excellent delivery of work, ability to handle complex projects, and solve complex issues with minimal supervision. Show less

• Business Analyst

  • Jun 2014 - Jan 2015

  • Coordinated with internal teams and clients and ensured the quality and timeliness of deliverables met client expectations.• Proactively identified and updated secondary research sources for use on projects.• Conducted independent research in support of project objectives such as conducting in-depth interviews with industry experts.• Gathered, reviewed and analyzed data generated from primary and secondary research sources.• Developed insights from data and drafted research reports.• Supported ongoing business intelligence, competitive and best practice efforts.• Supported Directors and Managers to conduct market sizing, customer segmentation, and competitive landscape studies on projects.• Conducted training for new recruits. Show less

• Research Analyst | Senior Research Analyst

  • Mar 2013 - May 2014

  • Gathered, reviewed, and analyzed data from secondary and primary sources.• Compiled reports and presentations to assist team leads deliver findings.• Supported client meetings by providing the directors and project managers with required business and market intelligence.



Eolas International

• Ireland
• Research Services
• 1 - 100 Employee

• Independent Market Researcher

  • Oct 2013 - Dec 2015

  Freelance work. Assessment of quality of products and compliance to standards of renowned FMCG brands. Client: Unilever Sri Lanka Carried out inspection & assessment of Unilever products in retail stores & modern trade outlets located island wide, on behalf of the Quality Assurance Department of Unilever Sri Lanka Limited. Client: Carlsberg Collected sample products in stores in the given area and shipped to Ireland for lab analysis. This enabled Carlsberg to measure, analyze, and ensure consistency in quality is maintained in the products manufactured across countries. Show less



Fashion Forward

• United States
• Think Tanks
• 1 - 100 Employee

• Founder

  • Apr 2012 - Dec 2015

  Established and managed an online fashion store. Established and managed an online fashion store.



HEMAS HOLDINGS PLC

• Sri Lanka
• Consumer Services
• 500 - 600 Employee

• Sales Support Executive for Malaysia Airlines

  • May 2012 - Jan 2013

  Was a core member of the sales team, supporting sales generation and marketing efforts. • Analysed competitor pricing strategies • Prepared sales performance reports • Negotiated with HQ sales personnel to align fare prices to match competitor prices • Initiated and implemented digital (social media) & offline marketing strategies • Contract management Was a core member of the sales team, supporting sales generation and marketing efforts. • Analysed competitor pricing strategies • Prepared sales performance reports • Negotiated with HQ sales personnel to align fare prices to match competitor prices • Initiated and implemented digital (social media) & offline marketing strategies • Contract management



UNICEF

• United States
• Non-profit Organizations
• 700 & Above Employee

• Market Researcher

  • Oct 2011 - Dec 2011

  Short Term Project Project Purpose: Research domestic transport providers in Sri Lanka, get quotations, analyse them, and provide recommendations on the top 10 service providers to partner with. Objectives: • To support planning. • To improve decision making capabilities. Short Term Project Project Purpose: Research domestic transport providers in Sri Lanka, get quotations, analyse them, and provide recommendations on the top 10 service providers to partner with. Objectives: • To support planning. • To improve decision making capabilities.