Leonardo Cuce Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Leading Business Development & Engineering for Qontum.

Melbourne, Victoria, Australia

Leading the Business Satellite Services BSS Operations Team responsible for the Activation, Installation, and E2E Support of NBN BSS services.

Melbourne, Australia

Led the design and formation of the BSS Operations Team including the Operational Readiness and launch of the Business Satellite National Operations Centre. Led the Business Satellite Services BSS Operations Team responsible for the Activation, Installation, and Support of NBN BSS services.

Melbourne, Australia

Melbourne, Australia

Customer Service Manager / Operations Manager for Telstra and the Victoria Government accounts.

Melbourne, Australia

Led the Integration and Program Office. The organization supports Managed Network Solutions and Security Services globally for Telstra Global Enterprise Services and Telstra Business and Government customers.Led Telstra Service Operations Process alignment program, improving response and restoration targets and NPS; reduction of E2E Assurance costs and leveraging from economies of scale from Telstra Incident and Problem Management organizations.Improved operational performance of the Global Data Centre Operations.Led the group strategic and financial planning for FY16 and FY17 delivering $4M in savings (10%) by removing waste, simplification of process and automation.Led the Problem Management Enablement program delivering reduction of 20% of incidents during FY16 and preparing the framework for ISO 9001 quality certification.Set the Program office which managed more than 80 projects per year.

Melbourne, Australia

Managed the Operations team responsible for the E2E support of Telstra Authorization and Accounting network, servicing all broadband customers (Cable, ADSL and NBN). Introduced the team to Agile methodology delivering improved customer service levels, staff engagement and productivity. Established the Global Data Centre Operations group in Pune, India operated by Infosys, expanding Telstra Service Operations in Asia.

Melbourne, Australia

Reporting to the Customer Advocacy Executive Director, I was one of the seven leaders in the Customer-In Vanguard “Systems Thinking” Program for Telstra Retail. Identified more than 25 E2E system defects, leading root cause investigation and fix across different IT groups, NBNCo and vendors.Improved NBN NPS -16 to +58, including reduction of truck rolls and faster NBN delivery.Worked in the Center, along Telstra 717 Call Centre agents, listening to customer calls, learning demand and modeling systems, people and processes to successful address customer needs.

16 / 35 Collins Street. Melbourne Vic

Led the Bigpond Operations team supporting the following Telstra products: Bigpond Movies, Bigpond Sport, Bigpond Music Online, AFL Website, V8 Supercars, Bigpond News, Smart Camps, Game Analyser, T-Box, Samsumg TV, LG TV and Streaming.Introduced Agile DevOps, improving product delivery, and the engagement and collaboration between Telstra Engineering, Product leads and Operations.Delivered E2E reduction in cost of delivery and improved customer service by improving product performance, reducing incidents, improved First in Fix rates and delivering a large number of automation initiatives.

Qv Sensis Building

Leading the Integration of Sensis IT into Telstra Operations. The transition of 150 staff, 10 operations managers, technology and processes supporting more than 30 products including the entire Sensis Call Centre was completed in six months. Introduced the group to Telstra Customer centricity cultural change. Led the delivery of a framework using Agile to enable customer satisfaction and productivity improvement cycles.Led the group thorough the implementation of the Problem, Change and Release Management framework, which immediately lifted customer satisfaction and productivity with a reduction of 20% incidents, and increase in product performance and availability from 70% to 90%.

Melbourne, Australia

Responsible for Operational Management for the following products: Call Centres IVR, IP Telemetry, Argent (EFTPOS), Telstra Secure, Remote Working, BillPay and Securitel.Led the operations delivery of the following Contact Centre solutions: Bigpond Voice Channel, the upgrade of the Telstra 1N1V and the implementation of external contact centres for Foxtel, Westpac and Sensis.Led the team throughout Telstra Customer Centric cultural change. Delivered incident reduction improving call centre efficiency and platform availability. Working collaborative across the company with key stakeholders and vendors I was part of major customer contract wins such as Westpac, NAB, CBA, Department of Health and Education, National Emergency Warning System, Coca Cola Amatil to name a few.

Melbourne, Australia

Business Planning and Financial Control (CAPEX, PROPEX and OPEX). Management of the Operations Program of Work including new initiatives, life cycle, and growth projects. Bids, acquisitions, proposals and Resource Forecasting.

Management of the integration activities associated with operationalizing new products and customer solutions into Telstra Operations. Completed more than 150 projects, connected to more than $100M in new Commercial Opportunities.

Setup and rollout the Integration process (aka Operational Business Readiness) for Telstra Operations.In 1998, as part of my software Engineering thesis, I was selected to project lead the design and implementation of the first Telstra Operations Intranet site. Managing a team of 25 Web Designers and Engineers across the company, the Intranet site was delivered on reduced budget and in record time.

National

Managing the operations group supporting the following Telstra Products: Priority One3, Advanced 1800, Telecard, Homelink, Phoneaway, Australia Direct, and Infocall.Introduced and led the support of Telecard and Infocall Services to Telstra.

Melbourne, Australia

Several roles. Technical Support in AXE and S12 Telephone Exchanges. Network Designer for Special Services 13 Numbers and 1800 numbers.Project Coordinator for TELSTRA Exchange alarm systems.Team Leader for Special Services Platform.

Graduate Certificate In Business Administration, Business

Diploma In Project Management, Project Management

Bachelor, Science (Software Engineering)

Activities and Societies: Graduate Member Institute of Engineers Australia Graduate Member Australian Computer SocietyBachelor Software.

Associate Diploma Computing & Applied Physics, Science

Activities and Societies: Chairman Industrial Advisory Committee Associate Diploma Course

Associate Diploma Electronics, Engineering

Diploma In Industrial Chemistry, Chemical Engineering