Craig Cole Email & Phone Number

Geelong, Victoria, Australia

Geelong, Australia

Geelong, Australia

For the past 2 years I have managed the operational performance of the Tech Mahindra call centres in Chennai and Hyderabad for the NBN and ADSL products. I am responsible for driving Tech Mahindra to achieve their key performance metrics and continually improve the customer experience. I have also identified and implemented many new system, process and customer experience improvements while in this role.

Geelong, Australia

• Manage projects that deliver system, process and technological solutions.• Deliver to project deadlines and overall project objectives including the delivery of the project on time, within scope and within budget. • Manage projects in accordance with the Project Management Methodology across all projects.• Actively manage project risks and issues. Ensure mitigation/action plans are identified and in place.• Track and report on project milestones and provide any required project reporting• Effectively identify, manage and influence key project stakeholders to achieve the desired outcomes.

Geelong, Australia

In this role I was identifying, developing, scoping and implementing continuous improvement and automation projects for Telstra's Assurance Process team. This included developing, leading and securing the funding for these programs.Responsibilities• Develop, evaluate and scope business initiatives for Assurance Process program of work• Manage the Assurance program of work • Drive benefit models and endorsement of projects• Program tracking and reporting of Plan v YTD actual benefits• Monitor and drive projects to meet milestones and implementation dates• Manage Assurance CAPEX bids• Performance of due diligence and benefit calculations on all business initiatives on Assurance program of work• Facilitated ongoing reviews and workshops to identify new business initiatives• Drive the performance of analysis to identify business, system and process improvement opportunities

Geelong, Australia

Responsibilities• Identifying and implementing business improvement initiatives.• Write process documents and work instructions for newly developed processes• Update process documents and work instructions for updated and improved processes.• Identify and implement performance improvement and cost saving initiatives.• Perform analysis to identify process and performance issues• Action process compliance issues identified by analysis • Provide process subject matter expertise and operational support to Service Advantage Testers• Develop and design processes to cater for new product and technology introduction• Manage projects that deliver system, process and technological solutions• Provide operational support to all Key and Corporate Test groups