Anisa Vasli Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

The projects aim is to build a world class centralised workforce operations centre to receive orders from all internet service providers, perform live scheduling, optimise field technicians based on utilisation and dispatch jobs to a mobile app creating real-time visibility of work status for nbn stakeholders.Leading 50+ consultants, this role acts as conduit and central escalation point between our external vendor, Accenture, and key business stakeholders. Key accountability is to design the model to scale the operations centre through governance frameworks, people & recruitment strategies, facilities and change management structures as well as business readiness testing. This roles key deliverable is the effective execution of a transition plan that operationalises the centre into the broader business.

Sydney, Australia

Established a new business stream, Customer Connections Business Services and led two teams to facilitate the successful connection of business customers with complex needs. Accountabilities included influencing multiple work streams to prioritise business connections and deliver a superior customer experience. Key achievements included:• Stood-up a dedicated team to connect 43,000 sites for the Department of Defence. This involved developing unique processes and system alignment to meet customer needs• Led improvement initiatives to close the gap between retail and business performance across key metrics. Most notably, shifting Held Orders from a 3.5% gap to a 0.9% gap in 12 months• Created visibility and advocacy of business connections through the delivery of the business priority code and development of the Customer Connections Business Performance Report• Effective workforce planning led to staying under budget and forecasting an ongoing financial saving

Sydney, Australia

Accountable for the development and tracking of performance metrics across the Service Activations group. Oversaw the delivery of key business initiatives, workforce headcount profile and financial outcomes. Single point of accountability for headcount and costs projections over a 3-year horizon. Key achievements include:• Successfully coordinated the Service Activations Integrated Operating Plan 2017; collaborating across multiple teams to model volumes, workforce plan, potential savings and opex & capex based on detailed work driver analysis• Led the Business Maturity assessment across the Service Activations achieving a result of 3.5/5 against a target of 3

Sydney, Australia

Contract/Project. Led a team of specialists responsible for triaging Copper Jeopardy activation orders. Established processes, employee training and troubleshooting guides to efficiently and consistently deliver customer connections. Key achievements include:• Stood up brand new Copper Jeopardy team and delivered training• Establishment of new processes and operating procedures to drive productivity wins and risk reduction• 100% initial Planned Remediation Date met

Sydney, Australia

Responsible for improving customer complaints experience including redesigning processes, introducing key performance metrics and developing people capability initiatives. Improvement opportunities were identified via multiple data sources, voice of our customers and qualitative studies. Key achievements include:• NBN Lite Touch complaint closure process resulted in a 72% reduction in open NBN complaints over a 6 month period• Creation of Daily NBN Activities Report and active management became a key driver in reducing cycle time from 31 days to 11.4 days over a 12 month period• Customer Service Guarantee SLA reduced from 10 day SLA to 6 hours• Development and implementation of new Complaint Support Team in the Contact Centre resulted in a 17% saving in operating expenses

Sydney, Australia

Gained a breadth of exposure across Telstra Operations. Worked across Strategy & Engagement, Service Solutions (Customer Service Delivery) and Tactical Response Group. Key achievements include:• Over 7 week period reduced Telecommunications Industry Ombudsman Level 2 complaints by 54% and Level 3 by 44%• Delivered a full year benefit of ~$1.6 mil (900% above targets savings) based on increased utilisation of One Step process.• Provisioning Escalations Process initiatives, NPS improvement from 13.2 to 17.5

Bachelor Of Commerce (Bcom), Marketing

High School Certificate