Mandy Brown Email & Phone Number

Adelaide, Sa, Au

Australia

Led the Network Qualification Group teams that provide engineering support and network solutions for Wideband, Private Mobility, In-Building Coverage, and Public Safety Networks.

Led Connectivity Engineering Chapter Types encompassing Cloud Engineering (June 2022 to June 2023) and Radio Access Networks (June 2023 to Feb 2024). Achievements• Directed a comprehensive refresh of the Learning & Development Hub, and instituted monthly mission showcases throughout the Network & Infrastructure Engineering group.• Assisted in the creation and execution of a capability framework and gating process for transitioning work scope to offshore team members, ensuring quality assurance and progress tracking.• Implemented a Cloud Learning Pathways Program to enhance the skills and capabilities of our Chapter Members, ensuring alignment with the Telstra Cloud Group roadmap and supporting the achievement of key deliverables for Telstra's T25 objectives

Led the Business Support Chapter Type encompassing Business Operations, Finance Management, and Change Management.Directed the annual and workforce planning processes for the Chapter area, including defining strategic priorities, goals, and risks. Ensured ongoing implementation and monitoring aligned with the Quarterly Business Review process.Provided strategic support to the TE Digital customer channel product team, leading initiatives to drive Digital self-serve Interactions through the TE digital channel and reduce reliance on assisted channels.Achievements• Successful Chapter establishment, inclusive of pioneering Agile ways of working.• Highest FY22 Q1 and Q2 Staff Engagement and Leader Expectations scores achieved across broader Chapter.• Implemented capability development, performance management, and workflow demand plans.• Establishment of the Enterprise Executive Assistant Community of Practice.

Led a multi‑site global operational centre with 200+ staff members, both for Telstra and Industry Partners. Managed partner arrangements and governed operational processes, ordering, and service delivery activities.Achievements• Facilitated launch of a Salesforce digitised workflow model resulting in $4.6M in annualised labour benefits.• Launched incremental sales support for 85% of our indirect partner community.• Uplifted adoption by 51% between the 1st and 2nd full FY’s in operation with consistent CSAT results of 4–4.5/5.• Robust workforce planning resulting in $3.87M in OPEX savings for FY20.• Telstra Enterprise BU Executive Award 2020 for leading COVID‑19 Urgent Response Programs – inclusive of invoking Business Continuity Plan, prioritisation framework for ordering, and financial hardship process.• Facilitated pandemic workaround agreement and plan to enable global team members to support business continuity by working from home, resulting in 80% of the global team working from home within 3 weeks of agreement finalisation.• Telstra Excellence Award presented by Telstra CEO; Andy Penn, September 2020, for my contribution and leadership to Telstra Enterprise and for challenging the status quo, simplifying the way we work, and delivering real value to our customers.

Management of a multi‑site operational centre, leading both Telstra and Industry Partner staff. Execution of pre‑sales and ordering activities. Enabled productivity target achievement via ongoing transition of task execution sales activities to lower cost resources and automation models.Management of the University of Sydney Intern Program.Achievements• Established and managed global vendor arrangement from 2013. Expanded in 2014 with the creation of an equivalent capability onshore, managing customers not providing offshore support consent.• Centralised Telstra Enterprise Data & IP ordering via Sales Facilitation & Design function establishment and management from 2018 Expansion to Telstra Indirect Partners from early 2019.• Achieved up to 82% labour cost savings by utilising a global vendor resource arrangement.• Facilitated successful implementation of 2 robots to generate a NBN Customer Blueprint covering our full Telstra Enterprise customer base, resulting in $460K annualised labour savings and a 33% cycle time reduction.• Led three‑year extension of partner arrangement. Negotiated reduced labour costs and cumulative productivity savings of 19% over a subsequent three‑year period.• Planned and executed the annual ‘Sales Kick Off’ event, three years in a row, from 2014 to 2016. A large-scale event with 200+ attendees from the TE Inside Sales team and the TE Senior Leadership Team.

Business Analyst supporting the Telstra Enterprise & Government Inside Sales Team. Responsible for all sales data analytics, reporting, annual target setting and sales transaction alignment for commissions. Partner with key stakeholders across the business to manage key deliverables, proactively monitor group & individual target achievement.

Business Analyst located within the Telstra Country Wide Central team, supporting SA and NT. Responsible for all sales & campaign data analytics and reporting, inclusive of transaction alignment for commissions.

End to end project management to address critical business issues in a rapid manner. Responsible for assembling and leading a working team of appropriate external and internal stakeholders to determine all activities required to comprehensively manage the issue.

Responsible to assist the Leadership team in managing and improving operational efficiencies within in the centre, managing all system errors, faults, asset audits, upgrades, and deployments. Producing monthly reports identifying all system outage time and ongoing analysis of call traffic into the centre to assist with resource management and forecasting.

Responsible to manage the workflow of the centre through schedule assignment, considering customer call demands, training, coaching and leave requests. Real-time analysis and monitoring of the centre service level to identify immediate improvement opportunities for the centre. Provision of regular analysis and operational reporting to the leadership team.