Project name: HACKADEV – Social Innovation Bootcamp

hackadev.lk

In 2018, I was honored to lead a significant initiative with the United Nations Development Programme in Sri Lanka, HackaDev. This program aimed to energize Sri Lanka’s youth to engage in social innovation and entrepreneurship, fostering skills necessary to address their nation’s development challenges. My role was central to designing and implementing the HackaDev Bootcamp Program, commissioned by the Malaysia Global Innovation and Creativity Centre (MaGIC).

Challenges and Solutions:
A significant hurdle we encountered was the linguistic diversity in Sri Lanka, necessitating the delivery of the program in both Singhalese and Tamil. To overcome this, I developed a training-of-trainers module for local trainers and the UNDP team, enabling effective bilingual facilitation. This approach ensured that language barriers did not impede the learning process, even for participants from less privileged backgrounds who were not fluent in English.

Impact of the Project:
This project profoundly impacted the local community by training over 600 youths and more than 20 local trainers and facilitators across cities like Jaffna, Kandy, Beruwala, Habarana, Negombo, and Colombo. The program equipped these individuals with critical skills and fostered a sustainable training ecosystem that could continue beyond our direct involvement.

Lessons Learned:
The experience taught me the importance of adaptability in communication—adjusting jargon and simplifying language to ensure clarity and understanding for all participants. This approach was crucial in a diverse environment where educational backgrounds varied widely.

Reflections and Gratitude:
I am immensely proud of my contributions to this project, particularly in utilizing my curriculum design and facilitation expertise to develop an inclusive and effective program. Using graphic facilitation and reflective practices in the curriculum highlighted the innovative and learner-focused approach we adopted. Witnessing the tangible improvements in Sri Lanka’s capacity for social innovation and entrepreneurship was deeply fulfilling. I am grateful for the opportunity to have played a pivotal role in a project that enhanced individual capabilities and contributed to achieving the region’s sustainable development goals (SDGs). This project underscored the profound impact of thoughtful educational interventions on community development and individual empowerment.

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Project name: MBO CINEMA CUSTOMER SERVICE SOP PROJECT

In 2014, I spearheaded a project with MBO Cinemas, one of Malaysia’s leading cinema chains, to develop and implement a standardized Customer Service SOP. This project aimed to resolve significant service inconsistencies and staff behavior issues from past acquisitions of smaller cinema operations, stalling the company’s growth and jeopardizing its sustainability.

My Contributions:

I played a crucial role in applying design thinking principles to overhaul the SOP, focusing on a customer-centric approach aligned with the company’s goals. Over six months, my team and I engaged in a detailed process that included empathy exercises such as insight gathering, real-time immersion, observational studies, and mystery shoppers. These activities were instrumental in gaining a deep understanding of customer personas, their unique experiences, and specific pain points at various service touchpoints.

Challenges and Solutions:

We encountered and overcame numerous challenges, notably customers’ diverse needs and expectations. To address these, I led idea-generation sessions that produced over 200 innovative concepts, which were subsequently integrated into the revamped SOP. These sessions involved more than one hundred MBO staff members across all levels, from front-line workers to senior management, promoting inclusivity and building a strong sense of ownership and commitment to the new SOP.

Impact of the Initiative:

The redesigned SOP had a significant impact:

1. MBO member cardholders surged from 20,000 to 1 million within just 12 months.
2. We designed a pioneering cinema hall tailored for children, enhancing the movie-going experience for young families—a concept that set a new industry standard.
3. To recognize the value of ongoing employee development, MBO approved a two-year leadership training program to improve operational effectiveness.
4. We established a robust onboarding training program, ensuring all employees were well-prepared to deliver consistently superior customer service.

Lessons Learned and Reflections:

The project underscored the importance of directly engaging with customers to truly understand their needs, a strategy that greatly informed our approach to developing solutions and training programs. I am proud of my leadership in this transformative project and its substantial improvements. The experience not only facilitated remarkable growth for MBO Cinemas but also significantly enhanced the skills and motivation of its workforce. I am grateful for the opportunity to have a lasting impact on the company and its people, reaffirming the decisive role of thoughtful customer service innovation in driving business success.

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Project name: FINCO GOOD SENS

https://www.finco.my/financial-literacy/

I played a crucial role in the development and execution of FINCO’s flagship financial literacy initiative, the Social Enterprise Network for Schools (SENS), which is designed to elevate financial literacy among primary school students. This innovative program integrates financial literacy with social entrepreneurship, leveraging game-based learning to impart critical economic concepts such as spending, saving, and budgeting while enhancing leadership skills, decision-making, and teamwork through creating and operating student-led social enterprises.

My Contributions:

As a trainer, curriculum designer, and lead facilitator, I blended financial literacy education with elements of social entrepreneurship. This involved developing a comprehensive curriculum and facilitating the delivery of six key modules—collectively termed “Enterprise Meetings”—that guide students through establishing and running a social enterprise. These modules covered essential topics such as defining a social mission, forming teams, creating business and marketing plans, trading, and pitching skills.

Challenges and Solutions:

The implementation phase presented several hurdles. Many teachers, new to financial literacy and social entrepreneurship, required additional support to mentor the students effectively. To address this, I designed and created multiple support materials, including a facilitator training manual, a Student Playbook, a Teacher’s Guide, an FI (Financial Industry) Mentor’s Guide, and a Monitoring and Evaluation Framework to assess the program’s impact. The need for a hybrid teaching model due to the COVID-19 pandemic added complexity to the program delivery, necessitating the design of modules suitable for virtual and in-person facilitation.

Impact of the Initiative:

From 2021 to 2023, the SENS program significantly impacted financial literacy in Malaysia, reaching over 250 schools and benefiting 1,600 students. Under my guidance, more than 70 student-led social enterprises were established. The program markedly improved financial literacy, with 92% of participating students showing enhanced understanding of economic concepts and 94% of teachers reporting increased confidence in teaching these concepts.

Lessons Learned:

This project underscored the importance of designing adaptable and comprehensive educational programs that cater to diverse stakeholder needs. My experience was enriched by mentorship from the Social Enterprise Academy Scotland, which was instrumental in the curriculum development.

Reflections and Gratitude:

I am immensely proud of my leadership in orchestrating this transformative educational program. I am deeply grateful for the collaboration and support of an exceptional team comprising technical support staff, graphic designers, training assistants, facilitators, and a program manager. Their invaluable assistance was critical to the successful deployment and sustainability of the program over these crucial years. This journey has enhanced my program design and facilitation skills and reinforced my commitment to fostering essential life skills through education.

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Projec name: Train-The-Trainer – Social Enterprise

I led a significant project to equip 200 lecturers from public universities across Malaysia with the skills to teach social enterprise effectively. This initiative was sponsored by the Ministry of Higher Education (MOHE) Malaysia in collaboration with the National University of Malaysia and the Malaysian Global Innovation and Creativity Centre (MaGIC). To meet the sponsor’s requirement for a sustainable, virtual delivery model, we utilized the Learning Management System (LMS) Mighty Network.

My Contributions:

As the project leader, my responsibilities were multifaceted. I orchestrated online content production for eight comprehensive modules covering topics from the introduction to Social Enterprise to Business Models, Theory of Change, and Impact Measurement. My team and I managed the entire content creation process within a tight timeframe—this included developing storyboards, filming video content, and creating guided worksheets to ensure participants could effectively follow the modules, complete their assignments, and adhere to strict submission deadlines.

Challenges and Solutions:

The principal challenge was the limited time available to produce high-quality educational content. We streamlined the production process to address this, focusing on efficient workflows and precise, concise content delivery. This efficiency was crucial in ensuring the lecturers had access to the resources they needed to meet their educational objectives without compromise.

Impact of the Initiative:

The project was a resounding success, evidenced by the lecturers’ 100% completion rate of the virtual sessions, and 95% of them submitted their assignments on time. Currently, the module we developed is being actively used across public universities in Malaysia, with over 190 lecturers certified to teach our specially designed curriculum.

Lessons Learned:

This project was a tremendous learning opportunity for me, particularly in online content curation and production. I gained valuable rapid content development and delivery skills, utilizing essential production equipment to create engaging and high-quality educational materials. This experience underscored that creativity and innovative design are the most critical elements in educational content development, with technology as a supportive tool.

Reflections and Gratitude:

I am profoundly grateful for the trust placed in me and my team by MOHE and our collaborators at MaGIC, who chose us as their project delivery partner. This project bolstered my expertise in virtual education platforms and reinforced my commitment to enhancing educational outcomes through innovative teaching tools. I am proud of our team’s achievements and thankful for the collaborative effort that led to the successful implementation of this impactful project.

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Project Name: Lakar Tech

www.letslakar.com

My Contributions:

Lakar Tech began as a response to our difficulties in reviewing lengthy video recordings of missed training sessions and meetings. Drawing on my expertise as a trained graphic recorder, I proposed a novel solution: integrating graphic recording with generative artificial intelligence to transform audio from virtual meetings into visual summaries. This idea, conceived in 2021, pushed the boundaries of traditional content recording.

Challenges and Solutions:

Initially uncertain of the feasibility, I sought expert opinions and connected with my alma mater’s Associate Dean of Research at Nanyang Technological University. Their positive feedback confirmed the potential to develop a custom AI model capable of converting speech into visual representations. This validation was crucial as it transitioned my idea from a concept to a potential product.

Impact Achieved:

Together with my dedicated partners and co-founders, we embarked on this entrepreneurial journey, leading to significant milestones:

• Successfully validated the market potential for our innovative product.
• Officially incorporated our start-up.
• Graduated from prestigious accelerators, including PitchIN, Cradle Malaysia, and the Founders Institute.
• Showcased our project at the HK Techathon+ in Hong Kong.
• Recognized among the Top 20 Women in Entrepreneurship under the FutureMakers Program and Mereka Biji-Biji Initiative.
• Secured funding for our initial mock-up and proof of concept.
• Earned a place in the HKSTP Ideation Program.

Lessons Learned:

The journey taught me that having a great idea is just the beginning. True success requires belief, resilience, and the willingness to take calculated risks. Innovation must be desirable, viable, and feasible. We learned to navigate challenges with limited resources, constantly finding new ways to advance our project.

Reflection and Gratitude:

I am deeply grateful for the trust and support of my co-founders, mentors, and the broader academic and entrepreneurial community. Though the path was difficult, their encouragement was pivotal to Lakar Tech’s success. I am proud of what we have achieved and remain committed to pushing the boundaries of technology and creativity in our future endeavors.

Summary

Throughout my career, I have consistently demonstrated strong leadership and innovative thinking on diverse projects, reflecting my deep commitment to social innovation, customer service excellence, and educational development.

Grateful for the collaborative efforts of my teams and partners, I am proud of these projects’ profound impacts on communities, businesses, and educational systems. My portfolio showcases my skills in project leadership, curriculum design, strategic innovation and my capacity to drive substantial improvements in diverse settings, reinforcing my dedication to improving individual capabilities and achieving sustainable development goals.