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.

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.

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.

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.

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.

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.

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.

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.