Kavin's CV
Kavin Thilakarajah
Customer Experience & Service Consultant - Contact Centre
Profile summary
Customer Experience & Service Consultant with 3+ years of multi-channel support and academic advising expertise, operating fluently in English, Tamil, and Sinhalese. Steered inbound contact centre operations across voice, web chat, and social media channels while maintaining strict alignment with regulatory requirements and brand standards. Known for managing complex customer verification workflows, executing secure transaction authorizations, and guiding students through academic pathways. Committed to delivering accurate, compliant communication and building cross-functional collaboration across operational environments.
Career highlights
Contact Centre Operations: Managed inbound customer service operations across voice, web chat, and social media channels while maintaining strict alignment with brand standards.
Authorization Support: Provided authorization support by assessing customer requests, approving temporary card limit increases, and reversing duplicate transactions.
Student Academic Advising: Guided students through academic pathways and program options while communicating clearly with parents, faculty, and prospective applicants. Appointed as in charge of Management Faculty.
Key skills
Professional experience
Steered inbound customer service operations across voice, web chat, and social media channels. Guided cross-functional workflows to ensure strict alignment with regulatory requirements, data privacy policies, and brand standards.
- Provided authorization support to non-premier, Premier, and corporate customers by assessing requests and approving temporary card limit increases or reversing duplicate transactions.
- Conducted customer verification and background checks during routine workflows to flag unusual patterns and escalate security concerns promptly.
- Collaborated across departments as an authorization agent to strengthen internal processes and maintain fast, accurate written communication for web chat and social media queries.
- Maintained detailed interaction records while sharing knowledge and best practices with peers to support operational standards.
Shaped student services operations within the Management Faculty, directing communication channels between learners, parents, and faculty members while defining academic advising pathways and support resources.
- Managed enrolment documentation and student applications to ensure accuracy and timely processing.
- Coordinated with internal departments to resolve student concerns and streamline administrative workflows.
- In charge of the Faculty of Management and acted the point of contact with the designated students
- HSBC Engagement Committee Member
- HSBC Mercantile Hockey Team Member
- HSBC Mercantile Cricket Team Member
Education
Certifications
Languages
English · Fluent
Tamil · Fluent
Sinhala · Fluent