David Ly Email & Phone Number

Melbourne, Australia

Earth Resources Regulation * Leveraging the Salesforce information system and visualisation tools (MS Power BI and Crystal Report) to provide comprehensive departmental data analysis and reporting.* Interpret mining legislative requirements into programing logic to enable to tracking of performance against legistration.* Develop interactive Power BI dashboards for departmental teams to monitor performance against KPI targets. Integrates dashboards into sharepoint for ease of access.

Melbourne, Australia

Revenue Assurance department.*Manage the revenue analysis from multiple Telstra streams and support the tactical revenue recovery activities by delivering the data and analytics to stakeholders.*Assists stakeholders to perform revenue remediation activities* Identify and validate the availability of the source system data* Identify process gaps and key pain points in the processes*Prepare detailed documentation for analysis performed and all issues identified including quantify leakage and potential exposure.*Using a host of business tools like Teradata, Lavastorm, BigData, MSOffice to perform coverage analysis of Telstra's revenue stream.

Melbourne, Australia

Insights Analytical:• Responsible for leveraging information assets and system capabilities to enable detailed reporting, analysis and insights into customer behavior by way of data unification, data cleaning, segmentation, modelling and mining.• Use complex Optus billing data from a variety of billing platforms to perform analysis on customer behavior, develop customer life cycle strategies and audit billing integrities.• Convert analytical findings into meaningful and actionable insights for a variety of audiences.• Produce insights and reporting data sources that are used to understand and manage key aspects across all Optus Residential and Business products and their respective customer base.• Provide information that enables the business to understand all aspects of business performance and the impacts this has to the overall customer experience.Operational:• Build and maintain complex models, manipulate large quantities of data, generate and maintain: business reports, adhoc research and insights, customer profiling and audit reports.• Support other 'intelligent data' initiatives and scripts associated with call routing optimization, customer segmentation and enabling other Customer facing logic solutions dependent on data.

Melbourne, Australia

• Defining, designing, prioritising and delivering business transformation insights reporting for senior management to drive improved experience for customers.• Undertaking rich investigative and analytical work to support a broad range of project work. This includes strategy projects, customer experience issue-based problem solving, change projects across a number of key value drivers such as customer satisfaction (NPS), customer growth, profitability, customer churn, call in rates.• Assist in solving business problems and developing reporting and business cases to support recommendations. This will require working closely with other functional areas to obtain information, develop buy-in and validate analysis and findings.• Create insightful operational analysis, communicate the findings and implications to management and outsourced vendors as appropriate.• Generate call centre agent KPI reporting for front line manager to enable assessment of agent performance.• Produce Weekly/ Monthly/ Quarterly/ Yearly Operational Call Centre and Director reports for frontline and senior management.• Maintain employee and KPI metrics database.

Melbourne, Australia

• Produce and present weekly retention insight presentations to management.• Produce weekly /monthly retention operational reporting for f for Management, Marketing and Team Leaders.• Work with IT department to develop a Retention & Relocation database to capture customer churn information from frontline agent inputs.• Developed training packs and guide lines on how to use the Relocation & Retention database and presented that to frontline teams to improve data integrity.• Maintained and Administer the Retention & Relocation Database.

Bachelor'S Degree, Management

Computer Science