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Madushan User

@madushanuser

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Product Team Lead at Intrepid Travel who automated task tracking and built dashboards for 900+ live products.

Sri Lanka

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At Intrepid Travel, I lead day-to-day operations for a portfolio of 900+ live products across 34 regional groups. I lead and develop Product Specialists and Senior Product Specialists, and recruit, onboard, and train new team members.

I built a Planner-integrated time tracker with a Power Automate flow that detects task changes and sends notifications automatically. I also designed internal dashboards for publishing progress, quality tracking, and team performance.

I run a structured QC/UAT-style review process ahead of product updates and releases, and report performance and KPIs to management. I also coordinate with cross-functional teams and external DMC/vendor partners to resolve operational issues and keep the product catalogue live and accurate.

Experience

Work history, roles, and key accomplishments

Current

Product Team Lead

Current

Intrepid Travel

Jul 2023 - Present (3 years 3 months)

Leads a team of Product Specialists, managing operations for 900+ products across 34 regional groups. Implements quality control, performance management, and process automation to drive operational efficiency.

Team Leadership People Management Recruitment Onboarding Training Performance Management Quality Control UAT Process Automation Power Automate Dashboard Development KPI Reporting Vendor coordination Cross Functional Collaboration

Marketing Executive

One Galle Face

Jan 2022 - Jul 2023 (1 year 6 months)

Supported marketing initiatives for a hospitality property, including loyalty programs and guest engagement. Used data analytics to track campaign performance and collaborated across departments.

Marketing Loyalty Programs Campaign Management Data Analysis Excel Cross Functional Collaboration

Concierge Team Leader

One Galle Face

Mar 2019 - Jan 2022 (2 years 10 months)

Led a concierge team delivering high-touch guest service and managing daily operations. Handled scheduling, escalations, and maintained service quality.

Team Leadership Customer Service Operations Management Escalation Handling Scheduling

Customer Service Representative

Landmark Group

Sep 2016 - Sep 2018 (2 years)

Delivered front-line customer service in a retail environment, supporting sales and loyalty initiatives. Handled inquiries and resolved issues to ensure positive customer experiences.

Customer Service Sales Support Issue Resolution Customer Loyalty