Mark Eid Email & Phone Number

Responsibilities:At the helm of Telstra's transformative journey, I've led the charge in crafting and refining the very blueprint of our corporate processes. From the intricacies of Consumer to the complexities of Small Business and Enterprise realms, I've been instrumental in architecting and documenting our Go-to-Market strategies.My role encompasses the creation, transformation, and enhancement of business process protocols and guidelines. These serve as the foundation for forging innovative routes and refining existing business procedures. This role is a vibrant blend of creativity and accuracy, sculpting the future of operational excellence at Telstra.

Melbourne, Australia

Responsibilities: Participating in Project Meetings, helping to shape the strategy and providing input into the product plans based on the Assurance Channel & Contact Centre requirements. Delivery of all elements of the incident plan including lodgements and tracking of faults, construct of new process flow and briefing and communicating to channels and contact centres.Present and brief project updates at key forums and meetings.Provide dashboard on milestones tracking the initiatives results against target as well as providing key insights and mitigating actions required.Ensure regular engagement with channels to gain qualitative feedback on current incident management processes and learnings’ for future application process.

Melbourne, Australia

Responsibilities: Responsible for providing business subject matter expertise to resolve Severity 1, 2, 3 and 4 ITAM incidents in the Customer Sales and Customer Care domains. Provide interim processes, Back of House (BOH) work instructions, remediate plans and input into customer management for ITAM Incidents. Assess and mitigate system release risks through conducting analysis on Initiative Request (IR) prior to implementation.Prepare and document incidents for escalation (to high severity) via the Incident Bridge Call process.Provide open communication channels to relevant stakeholders during incidents raised.Participation in weekend IT releases across the Siebel CRM platform; focused on managing, reviewing and escalating defects.

Melbourne, Australia

Responsibilities: Responsible for the planning, recruitment and direction of the business analysts to accomplish specific objectives.Implementing a suite of system reporting and communications processes to monitoring the performance of the team; involving team meetings, process updates and productivity reports.Plan and implement team forecasting based on performance of individual members and project targets.

Melbourne, Australia

Responsibilities:Deliver support to the Telstra Business Centres (TBC), providing case management of customer escalations, product services/complaints management, billing analysis, troubleshooting and commitment delivery. Provided coaching and development to TBC staff, colleagues and stakeholders on products, services systems and processes. Identify opportunities for improvement, collaborating with the area general manager, local area managers, customer service consultants and process managers to implement appropriate and attainable strategies.Achieve all Service Legal Agreement (SLA) requirements.Identifying system and process improvement opportunities and represent these changes for implementation as an overall focus on Process Improvement.

Melbourne, Australia

Responsibilities:Responsible for supporting management by providing investigation expertise and leadership, which will support effective management decisions, promote staff integrity and ensure compliance with our legal and regulatory requirements.Investigating fraudulent activities utilising internal systems and reviewing processes.Prepare documentation to assist in conducting interviews.Assisted with the implementation of the “Return Handset Process” resulting in $200K of handset being returned to Telstra’s National Return Centre.Conducted site visits to Telstra Business Centres and Telstra License Stores to promote fraud awareness processes.

Melbourne, Australia

Responsibilities:Managed and resolved escalated complaints delivering comprehensive resolution and root cause analysis within a timely manner.Prevent escalations by immediately collaborating with stakeholders to prevent complaint escalations to external authorities, including the TIO, ACCC, ACMA, and federal/state government.Lead the setup and deployment of all equipment for team including software installation.Investigate customer issues through conducting investigations on core systems and liaising with relevant business units to provide fair outcomes.

Melbourne, Australia

Responsibilities:Responsible for providing high standards of customer experience and end to end solution for small business customers.Achieve sales targets and maximise opportunities by cross selling and add-ons.Provided end to end business solution for Telstra’s customers.Resolve escalated customer issues and complaints.Achieved set goals and targets of the business group, including monthly sales targets and call handling measures.