Michael Teague Email & Phone Number

Sandringham, Victoria, Australia

Sandringham, Victoria, Australia

Melbourne, Australia

Customer Management - Customer Insights And Analytics

Working with the Customer Insights and Analytics group to deep dive into Net Promoter Score indicators and triggers. Was able to bring additional data sets into view for the group to better establish key drivers for positive customer feedback. Also worked with project team on organisational change.

Telstra Finance - Analytics Centre Of Excellence

Role involved delivering data capabilities and insights to a range of stakeholders within the organisation to help drive business outcomes, including identifying areas to increase growth and reduce cost. Undertook analysis, statistical modelling and forecasting to identify trends and patterns that are associated with current business initiatives. Developed.

Telstra Consumer, Strategy And Operations

Involved in a number of data-centric roles, largely aimed at bringing available customer data into single point of access for the group. This facilitated analysis of customer profile and product holdings, making it possible to target specific accounts for assistance and communications from Telstra. A lot of work done in Telstra's Enterprise Data Warehouse.

Telstra Transformation - In Production Phase

Established processes to best capture customer impacts of new billing system in Telstra. Escalation and fixes for identified issues, particularly in regards to conflicting software requirements.

Melbourne, Australia

Workstream Lead for "Full Potential" Call Study with 5000 call assessments completed by group within aggressive time frame. Findings from this study helped identify several cost reduction and process improvements for the business unit. Established "Problem Solver Queue" initiative where customers with high inbound call volumes were targeted for call.

Melbourne, Australia

Managed team of call agents trained in servicing Telstra's customers with particular needs. As well as usual manager duties, was also asked to represent Telstra at various forums and presentations to groups such as Vision Victoria and Victorian Deaf Society.

Melbourne, Australia

Responsible for all scheduling an reporting for call centre of approx 120 staff, operating 24/7. Scheduling included shift times, breaks, leave, etc, reporting included individual scorecards as well as monthly presentations on centre and team performance.

Melbourne, Australia

Managed team of inbound telephone consultants. Responsible for performance at team and individual level, training, admin and complaint escalation.

Certificate Iv In Business (Frontline Management)

Associate Diploma, Architectural Technology