Lata Biswas Email and Phone Number

ROLE: Concurrent to Operational Lead role, also responsible for leading 60+ offshore NBN Error Provisioning agents (who undertake detailed analysis of incoming errored orders for NBN function); working with stakeholder groups to reduce incoming order volumes, aged orders, and order cycle times; and reviewing all BOH business process and systems to ensure to meet the company target and better customer experience via:Prioritising and developing improvement initiatives to drive down order status volumes, age, and cycle times and thereby both improving CX (by completing more orders on time) and costs (by reducing order remediation spend);Working with and across various stakeholder groups to ensure same are implemented on time/quality; andIdentifying and managing order status order volume drivers (namely inputs, productivity, and outputs) to enable the incumbent to understand and plan for likely impacts of releases, migrations, fixes, and similar.KEY ACHIEVEMENTS:Reduced the NBN Error Provisioning volume from 3.5K to below target of 1.5K within four weeks and NBN MPA (Medical Priority Assistance) function volume from 800 to 280 within three weeks; andSuccessfully implemented a New Medical Priority Assistance framework/escalation matrix for the team.

ROLE: Lead day-to-day operational activities associated with the Mobile Number Portability function including process support and delivery for a key external industry partner by way of overseeing 300+ offshore employees located in India and via continually evaluating processes to identify reengineering opportunities, and utilising QCM data to initiate; working with industry partner as SME to eliminate blockers, improve NPS, and provide operational support; and delivering and supporting integration of new enhancements via UAT and process testing.KEY ACHIEVEMENTS:Improved NPS for function to 33.1 (with target of 29.6) and with 73% of agents currently meeting the same; andDriving reduction of inflight and aged volume and leading development/delivery of new remediation process.

ROLE: Responsible for overall management of several back-of-house (BOH) functions for all Telstra products including landline, mobile, internet, and Foxtel services with focus upon liaising with various stakeholders for order remediation and process improvement and core activities including:Contributing SME support to 300+ trainees in Chennai/Mumbai sites; Providing feedback and coaching sessions to individual agents and team refresher training as required;Facilitating training sessions and designing process maps for use in business order placement; andMonthly preparation and daily distribution of Agent Performance Report to internal stakeholders.KEY ACHIEVEMENTS:Worked with IT and process teams to explain and resolve an internal webform issue, which helped to reduce the monthly volume for incorrect order submission by 67% from 1,300+ to 500 (and, thereby, increasing revenue and improving customer satisfaction); andWorked with the Fraud team in developing and implementing a two-way SMS system for any mobile number ported out to different service providers which helps to reduce the fraudulent port out from Telstra (and thereby results in reduced complaints by ~46K, inbound call cost reduction by ~85K, and credits and rebates reduction by ~137K per annum).

ROLES: Various roles in diverse business areas including Technical Support Analyst assisting Telstra BigPond customers; six-months as a back-of-house analyst accountable for problem solving in legacy system (AXIS, NPAMS, FLEXCAB, SMYLE, START) for Telephone Services; six-months as back-of-house analyst accountable for auditing Siebel orders and resolving consultants' problems.