Madara De Silva
Melbourne,VIC
Summary
Highly skilled Lean Leader with substantial experience in operational efficiency and process improvement. Strengths include strategic planning, team leadership, waste reduction, and continuous improvement methodologies. Previous roles have demonstrated success in implementing lean principles to enhance productivity and profitability. Known for fostering culture of innovation and exceeding performance goals. Results-driven Lean Leader known for high productivity and efficiency in task completion. Specialize in process optimization, waste reduction, and continuous improvement strategies. Excel in leadership, problem-solving, and communication, ensuring seamless collaboration and impactful results across teams. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Go to Market and Optimisation Lead
Origin Energy
Melbourne, VIC
02.2019 - Current
- Developed and implemented process improvement initiatives to reduce costs, improve efficiency and increase customer satisfaction.
- Analyzed existing processes, identified opportunities for improvement and developed roadmaps to achieve desired outcomes.
- Collaborated with stakeholders to identify areas of operational inefficiency and develop solutions.
- Conducted root cause analysis to identify underlying issues impacting operations.
- Facilitated workshops with cross-functional teams to brainstorm ideas for process improvements.
- Created Standard Operating Procedures documents outlining best practices for various processes.
- Tracked progress against goals and reported on key performance metrics to senior management team.
- Implemented Lean Six Sigma methodologies such as DMAIC, Kaizen, 5S. across the organization.
- Partnered with external vendors, consultants to evaluate current systems, processes and recommend changes or enhancements.
- Assisted in the development of project plans including timelines, milestones, resources needed and budget requirements.
- Identified gaps between current state of operations versus desired future state; recommended corrective action plans accordingly.
- Established relationships with other departments throughout the company to ensure successful implementation of change initiatives.
- Managed continuous improvement strategies to eliminate end-product variances, improve manufacturing margins and reduce costs.
Operations Analyst
Origin Energy
Melbourne, VIC
03.2017 - 01.2019
- Analyzed and documented existing business processes to identify inefficiencies and recommend process improvements.
- Developed and implemented operational strategies for optimizing efficiency, improving customer service, and reducing costs.
- Designed reports to track key performance indicators such as cost savings and production throughput.
- Collaborated with internal stakeholders to identify areas of improvement within operational systems.
- Performed data analysis to identify opportunities for streamlining processes through automation.
- Created detailed documentation outlining procedures for all operations-related activities.
- Identified areas of risk exposure related to operations activities and developed mitigation strategies.
- Provided technical assistance in troubleshooting issues related to operational systems.
- Presented findings to management and executive leadership and fielded questions to help refine strategies.
Knowledge Analyst
Origin Energy
Melbourne, VIC
06.2016 - 02.2017
- Collaborated with stakeholders across departments to define requirements for new projects.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Identified gaps between current state and desired future state operations.
- Developed and maintained knowledge base systems for data analysis.
- Conducted interviews with stakeholders to identify areas of improvement in processes and procedures.
- Developed detailed reports summarizing findings and conclusions based on data analysis.
- Designed and implemented surveys to collect customer feedback.
- Provided technical assistance to end users in the use of knowledge management systems.
- Documented best practices for the organization's Knowledge Management System.
- Developed instructional materials for training users on KMS usage and features.
- Maintained up-to-date records of all knowledge assets created by the organization.
- Assisted in developing metrics to measure the effectiveness of KMS implementation efforts.
- Performed regular audits of knowledge assets stored in various repositories.
- Provided support in developing policies related to knowledge management standards.
- Tested, validated and reformulated models to foster accurate prediction of outcomes.
Business Analyst
Origin Energy
Melbourne, VIC
04.2015 - 06.2016
- Developed financial models and forecasts to support business decisions.
- Performed cost-benefit analysis of proposed changes to business processes.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Drafted functional specifications documents outlining project scope, objectives and deliverables.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Identified gaps between current state and desired future state operations.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Provided guidance on software design principles, coding standards, best practices, techniques, methods and toolsets used in the development lifecycle process.
- Reviewed existing policies and procedures against industry standards for compliance purposes.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Presented complex technical concepts in a clear manner suitable for non-technical audiences.
- Assisted in developing training materials for internal staff on new products or services.
- Translated user needs into actionable items that could be addressed by IT teams.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
- Managed requirements traceability information and tracked requirements status throughout the project.
- Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
- Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
- Mapped and documented interfaces between legacy and new systems.
- Created informative, actionable, and repeatable reporting that highlighted relevant business trends and opportunities for improvement.
- Created, analyzed, and validated detailed functional specifications.
- Prepared business proposals and presentations for various stakeholders.
- Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions.
- Facilitated design sessions with the implementation team to define the solution.
- Performed daily, weekly, and monthly reviews and analyses of current processes using operational metrics and reports.
- Suggested changes to senior management using analytics to support recommendations and actively participated in the implementation of approved changes.
- Delivered elements of systems design, including data migration rules, business rules, wireframes, or other detailed deliverables.
- Created or reviewed technical design documentation to drive accuracy of reporting solutions.
Senior Customer Service Specialist
Origin Energy
Melbourne, VIC
04.2014 - 04.2015
- Developed customer service policies and procedures in accordance with company standards.
- Resolved customer complaints promptly and efficiently.
- Conducted regular training sessions for new customer service staff members.
- Monitored customer feedback surveys and implemented strategies to improve customer satisfaction scores.
- Analyzed data trends related to customer service performance metrics.
- Generated reports on customer service operations for senior management review.
- Implemented process improvements to streamline workflows and maximize efficiency.
- Established relationships with key stakeholders to ensure quality assurance measures are met.
- Identified opportunities for improvement in existing processes or procedures.
- Responded quickly to any escalated issues or disputes from customers.
- Investigated complex problems reported by customers and proposed effective solutions.
- Developed strong relationships with external vendors in order to provide best-in-class services for customers.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Customer Service Specialist
Aegis Australia (Origin Energy Contract)
Melbourne, VIC
07.2011 - 04.2014
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Ensured compliance with all applicable laws related to consumer protection regulations.
- Updated knowledge base articles regularly with relevant content that is easily accessible by customers.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Information Technology Consultant
Pricewaterhouse Coopers
Colombo, Sri Lanka
08.2005 - 01.2010
- Created comprehensive reports on system performance, operations, and maintenance activities.
- Provided technical guidance to clients regarding the selection, implementation, and use of software applications.
- Assessed customer needs and provided recommendations for technology solutions that met their business requirements.
- Researched emerging technologies to determine their applicability for client projects.
- Developed detailed system specifications based on user requirements and industry standards.
- Integrated multiple systems into one cohesive platform utilizing scripting languages such as VBScript or JavaScript.
- Implemented best practices for data backup processes ensuring availability of critical information in case of disaster recovery scenarios.
- Helped companies take advantage of current technology to improve business processes and productivity.
- Tracked project-related expenses and hours to assist time-sensitive planning and budget considerations.
- Collected and defined business requirements to create successful roadmaps and implementation plans.
- Supervised upgrades to infrastructure and remedied problems that arose with end-user hardware and software.
- Monitored IT architecture for large enterprise, assessing current operations to identify potential process improvements.
- Created standards and architectural compliance along with best practices and user documentation.
- Executed implementation of solution to enable systems to better maintain corporate security and software compliance.
- Supervised design and development of software applications and data systems for large enterprises seeking to upgrade legacy systems.
- Led teams on new projects centered around business intelligence and interfaces.
Education
Bachelor of Science - Information Systems
Manchester Metropolitan University
London, UK06-2005
Skills
- Root Cause Analysis
- Document Management
- Strategic Planning
- Procedure Development
- Productivity Improvement
- Data Analysis
- Project Management
- Risk Management
- Project Planning
- Performance Improvements
- Project development and lifecycle
- Stakeholder Communications
- Agile Methodology
- Customer Relations
- Processes and procedures
- Cross-Functional Collaboration
- Quality assurance and control
- Business process re-engineering
- Project scope analysis
- Client Relations
- Conflict Management
- Business process improvement
- Stakeholder Management
- Organizational realignment
- Change request tracking
- Task Prioritization
- Effective Communication
- Time management abilities
- Adaptability
- Client Relationship Management
- Organizational Skills
- Reliability
- Excellent Communication
- Time Management
- Problem-Solving
- Adaptability and Flexibility
- Written Communication
- Continuous Improvement
- Interpersonal Communication
Certification
Lean Six Sigma Yellow Belt
Timeline
Go to Market and Optimisation Lead
Origin Energy
02.2019 - Current
Operations Analyst
Origin Energy
03.2017 - 01.2019
Knowledge Analyst
Origin Energy
06.2016 - 02.2017
Business Analyst
Origin Energy
04.2015 - 06.2016
Senior Customer Service Specialist
Origin Energy
04.2014 - 04.2015
Customer Service Specialist
Aegis Australia (Origin Energy Contract)
07.2011 - 04.2014
Information Technology Consultant
Pricewaterhouse Coopers
08.2005 - 01.2010
Bachelor of Science - Information Systems
Manchester Metropolitan University
Lean Six Sigma Yellow Belt
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