Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Rasika Rathnayaka

Perth,WA

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Brings over 8 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

8
8
years of professional experience

Work History

Complex Assessment Officer

Services Australia
08.2022 - Current
  • Administration of Covid-19 Vaccine Claims Compensation Scheme
  • Implement programs administered by agency.
  • Liaise and negotiate with internal and external stakeholders to deliver program services, increase profile of agency's services and attend interagency meetings and forums to obtain and share information.
  • Provide advice, procedural guidance and administrative support to staff.
  • Exercise appropriate delegations in accordance with legislation and guidelines
  • Assist in policy review including development of new policies and guidelines.
  • Provide advice and interpretation to stakeholders within technical or professional area.
  • Draft range of documentation including reports
  • Stayed up to date on current assessment trends and laws.

Team Leader

Services Australia
01.2022 - 08.2022
  • Collaborate, build relationships and engage with diverse groups of people to tailor services to customers.
  • Manage and support team/s of staff including managing performance, attendance, resource and roster allocation, developing staff capability, setting priorities and supporting health and wellbeing of team/s.
  • Research, interpret, and analyze complex information and/or data to inform range of written material including business cases, reports, executive briefs, operational communications, business processes and corporate documentation to support decision making and/or work area objectives.
  • Engage and collaborate with range of key internal and external stakeholders to implement new service delivery policy, programs and procedures.
  • Manage or escalate issues that adversely impact on policy, performance and/or service, including disaster/emergency situations, customer complaints, issues and staff incidents.
  • Analyze and report on achievement of business outcomes, provide expert advice and contribute to planning activities.
  • Conduct quality assurance activities and check adherence with relevant procedures and legislation
  • Encourage innovation and support staff through changes in process.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Mentored and guided employees to foster proper completion of assigned duties.

Project Officer

Services Australia
08.2021 - 01.2022
  • Perform research work and analysis including contributing to preparation of reports on ministerial escalations.
  • Contribute to regular project reporting including status updates and exception reports.
  • Assist with quality management to ensure that project deliverables are fit for purpose and meet client needs.
  • Support and maintain stakeholder relationships to support delivery of projects.
  • Represent Quality and Data Integrity team at meetings and forums.
  • Exercise delegations appropriate to role in accordance with legislation and guidelines
  • Assist with mentoring of and training of new staff to build knowledge and capability.
  • Liaise with other staff and teams to resolve and/or escalate program and policy issues.
  • Collaborate with internal and external stakeholders to resolve escalated complex customer complaints and systemic issues.
  • Developed and deepened relationships with key stakeholders.
  • Partnered with project team members to identify and quickly address problems.
  • Kept senior management well-informed by preparing and presenting project status reports.
  • Identified and resolved project issues and mitigated risks, reducing challenges and improving project results.
  • Monitored deadlines and milestones to keep team on track with project schedule.

Training Facilitator

Services Australia
02.2021 - 08.2021
  • Facilitating training in an in person classroom setting as well as virtual for accredited topics and on using business critical systems
  • Providing support in the process of developing and maintaining training programs
  • Overseeing training processes by monitoring training methods and giving feedback on training areas that need to be improved
  • Prioritizing daily task such as organizing group meetings, participating and assisting in the development and implementation of plans, encouraging members to participate in discussions
  • Ensuring that training programs are executed properly and at an accurate time, while also providing updates or reports to the upper management on the progress of programs
  • Monitoring various training activities and evaluating the effectiveness of programs
  • Identifying requirements to meet training needs and several other facilitating duties.
  • Identified areas in need of improvement and implemented solutions.
  • Documented class attendance and participation and provided feedback to management.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.

Service Officer

Services Australia
06.2018 - 02.2021
  • Undertake assessments and quality assurance activities to ensure services are accurately delivered to customers.
  • Help customers build their digital capability across a range of platforms, payments, programs and services.
  • Improving customers' ability to navigate and self-manage their payments and services.
  • Provide on the job support to colleagues.
  • Provide exceptional customer service support at initial point of contact to determine and facilitate payments to customer, and payments made by customers.
  • Work collaboratively to manage customer income support payment claims.
  • Deliver services to customers across a range of Services Australia programs in accordance with legislation, government policy and guidelines.
  • Undertake data extraction and validation activities.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Finance Administrator

IKEA Perth
04.2015 - 04.2017
  • Completed clerical and data entry tasks to optimize financial procedures.
  • Updated daily transaction records to assist with payroll and billing administration.
  • Identified and corrected miscalculations and financial discrepancies to support quality assurance.
  • Produced reports outlining latest financial information such as expenses, income and outstanding balances.
  • Analyzed budgets, forecasts and current trends to support overall financial operations.
  • Monitored and compiled data and reports to present to leadership.
  • Prepared and posted receipts and deposits to facilitate standard bookkeeping.
  • Managed expense tracking and personnel vouchers.
  • Reconciled accounts and investigated variances.

Education

Bachelor of Commerce - Accounting And Finance

Curtin University
Perth, WA
09.2010

Diploma of Business -

Swan TAFE
Perth, WA
06.2008

Diploma - Computerized Accounting & Information Technology

Siksil Institute of Information Technology
Sri Lanka
2007

Diploma of English -

Aquinas College of Higher Studies
Sri Lanka
2004

Skills

    Accounting & Budgeting

    Builds Productive Relationships with Stakeholders

    Interpretation of Legislation, Policy, and Agreements

    Excellent Interpersonal and Communication Skills (Written and Verbal)

    Strong Research, Analysis, Issue Identification, and Problem-Solving

    Proficient in MYOB, Quick-books, Adviser Net Gain, Microsoft NAV, MS Office

    Strong Leadership and Staff Development Abilities

    Effective Teamwork and Independent Work

    Prioritization of Competing Tasks and Time Management

    Confidential Records Management

    Standard Operating Procedure Implementation

    Offering Improvement Recommendations

    Initiates Changes for Positive Outcomes

    Adaptability to uncertainty and Changing Environments

    Collaborates to Overcome Challenges

Accomplishments

    Successfully resolved the complex issue of Australian Immunisation Provider Registration for pharmacies and their Electronic Data linkage with the AIR in PRODA

    Assisted in guiding pharmacies towards efficient online transmission of vaccination data, resulting in a significant reduction in manual forms procedure and achieving approximately 95% compliance

    Elevated the customer's issue to a priority status for policy and procedural updates, anticipating future customer needs and enhancing the overall process.

    Supervised team of 21 staff members.

    Successfully managed and executed an onboarding process for a significant number of new staff members, ensuring a smooth transition and integration into the organization.

Languages

English
Full Professional
Tamil
Native or Bilingual

Timeline

Complex Assessment Officer

Services Australia
08.2022 - Current

Team Leader

Services Australia
01.2022 - 08.2022

Project Officer

Services Australia
08.2021 - 01.2022

Training Facilitator

Services Australia
02.2021 - 08.2021

Service Officer

Services Australia
06.2018 - 02.2021

Finance Administrator

IKEA Perth
04.2015 - 04.2017

Bachelor of Commerce - Accounting And Finance

Curtin University

Diploma of Business -

Swan TAFE

Diploma - Computerized Accounting & Information Technology

Siksil Institute of Information Technology

Diploma of English -

Aquinas College of Higher Studies

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Rasika Rathnayaka