Naveen Peiris Email & Phone Number

Melbourne, Victoria, Australia

Project Controls for the Metro Tunnel Project

Melbourne, Victoria, Australia

• Creating analysis and reporting functionality using diverse data sets and performing ETL via Power Query and data modelling in Power Pivot; to inform forecast analysis and dashboarding requirements.• Maintenance and ongoing development of the Long-Term Forecast (LTF) Model, informing NCC of expected forecast volumes for Telephony, Webchat and Correspondence channels. Also review and interpretation of return submissions from NCC prior to Contact Centre Branch (CCB) acceptance.• Managed regular stakeholder meetings with external partners to discuss and align forecast impacts.• Designed and created the new Future Workload Meeting data format and preparation of actual vs forecast results presented as a concise PowerPoint pack.• Designed, built and maintained, the CCB Change Calendar and the Change Management process, identifying and eliminating duplication of meetings and process steps. Also expanded working relationships allowing change information to be shared across various change areas of the Agency.• Produced regular Telephony and Process work reports and dashboards, for distribution to the Executive Branch, in both graphical and accessible formats.• Provided intra-Agency teams with performance data on Monthly and Quarterly cycles, which fed into higher level Agency and Ministerial reports.• Performed financial accrual analysis and forensic audits of invoices prior to payment recommendation, limiting expenditure and recovering costs via contractual breaches.• Setup and maintenance of the Contact Centre Branch Leave Roster and associated communications to ensure high level visibility of service gaps. This format was later adopted and used at Divisional level.• Creation and Distribution of mass SMS communications at customised rates of dissemination, to large audiences, using the ‘Whispir’ cloud communication platform.

Melbourne, Australia

• Setup of RGB and NIR Camera systems on aircraft.• Ensured proper and continuous system connectivity and functionality throughout.• Provided Navigational Data and assistance for Pilot in Command.• Undertook pre-flight planning of survey site capture to ensure most optimised route.• Monitored and organised image capture and upload of survey site navigational data.

Melbourne, Australia

• Used business analysis techniques to understand, build and deploy a data heavy solution that would constitute the initial sales reporting systems for the GCC NBN Sales teams. This was achieved through engagement and collaboration with SMEs to discover the existing data flows of orders between the NBN and Telstra order systems. • Consolidated data from various sources and formats and applied automation to the transformation tasks using VBA scripts / macros. Setup an hourly reporting cadence enabling Centre managers, with near real time visibility of NBN Sales performance across multiple Domestic and International Contact Centres which ensured sales traction and significantly boost sales efficiency.• Created a multi-centre adjustable balanced scorecard reporting system to monitor, track and evaluate Sales performance across skill roles.• Provided business intelligence, short, medium, and long-term planning, forecasting, and analysis using Excel (power query and power pivot) for NBN Sales Performance across multiple contact centre sites globally.• Engaged across various data and business stakeholders to ensure data reporting alignment up the line, and into the wider enterprise reporting teams, enabling GCC to exceed sales targets each year. This comprised 80% of Telstra’s NBN Sales and was instrumental in Telstra securing NBN market share nationally.

... Connect Frontline Support / Project Panama (Kurnell)

• Designed and created Front Line Support Web form process, for capture of FOH enquiries together with a number of associated data points, to produce Channel and Centre Level reporting. • Carried out ongoing work to refine and streamline the feedback loop, with the aim of setting a Telstra Helpdesk, best practice benchmark and winning the award for Worlds Best Helpdesk at the Global Contact Centre Awards. - End result was Worlds Best Contact Centre (Gold) and Runner-Up for Worlds Best helpdesk (Silver).• Successfully took over the Business Analyst tasks for Project Panama (Kurnell Teams); upload of Manual Migration Requests, into the Microsoft Access based KSC Tool. Reporting requests and troubleshooting conducted via SQL based queries.• Designed and created a Channel and Centre level quartile reporting dashboard for visibility and tracking of both weekly and monthly movement across different call types.

... Domestic Operations

• Initiated a full re-build of existing Weekly Packs and Daily Reports, for CCC (internal) and CPD (partner) Directors and Channels including automation of the data transformation process steps through creation and modification of VBA scripts / macros to speed up production and improve delivery timelines.• Created and produced and distributed a whole of Telstra NPS Live report, showing high level (Super Channel) daily tracking over a monthly period. Forming the initial adoption of the NPS system in Telstra, this led to continual improvement of customer advocacy across the brand. • Collaborated with stakeholders to provide monthly ‘Cost per Contact’ calculations for Finance and within time for inclusion, in monthly CCC Business Performance Review’s.• Engaged and connected Channel and IP contacts as part of the ‘Customer Service Guarantee (CSG) – EP Reduction Initiative’, working toward reduction of Error Provisioning (EP) orders to improve CSG results. EP’s reduced MoM, whilst misses of CSG due to Late Order Entry (caused by EP) reduced from the initial project onset result of 76% (Nov 2012) to around 5.13% (June 2013).• Undertook a requirement gathering process, to obtain feedback for the improvement of existing reports from GM’s, Channel and Partner Leads, and implemented with a short turn-around.• Led the successful training and rollout of the Bigpond Password Notification (BPPN) Tool Initiative within Consumer Sales (CS) Channels.

...Renov8 / T-Solve

• Engaged business stakeholders to take ownership of Renov8 items within the business and performing regular follow-up with Item Owners to provide support and agitate toward timely completion.• Designed and built an interactive reporting dashboard for Channel level stakeholders, providing visibility of all Renov8 item statuses. Hosted briefings to outline report scope, use and timeframes of the data, providing stakeholders with both summary and detailed levels of visibility, over the status of their Renov8 items.• Represented ‘Consumer Sales and Service’ in Business Incident bridges as part of Business Incident Management, in incident occurrences that would (or had the potential) affect varying customer groups. • Contributed recommendations for mitigation activity to Telstra’s financial risk exposure and in consideration of Telstra’s Consumer contact centers and protection of Telstra’s overall business and brand image. • Liaised between cross-functional teams, by facilitating across Call and Resource, Business Incident Management, Contact Centres, and Industry Partners to ensure a smooth flow of incident related campaigns.

... Various Consumer Contact Centres

• Responsible for all operational running of the contact centre, comprising, HR administration, Scheduling, Customer experience and operational variation management.• Designed a new Excel-based system which was used by over 100 Sales Agents to record / track sales and provide agent, team and Centre level, sales, and campaign reporting. Later to be adopted as an official system and used in 3 different call centers, in the form of the MOS (Ministry of Sales) system.• Led the Centre Change Management program as Change Management Lead during the transition to the Seibel customer and sales system.• Led the Deployment Support Team as part of Telstra’s IT Transformation, exploring better ways to support Team Leaders and Sales Consultants with the introduction and transition to Seibel.• Created and implemented Error Provisioning and Pending Order reporting and work process to reduce EP% from over 20% to below 1%.• Led the team in creating a centralised HTML resource guide, linking directly to the Business Transformation website. This was successfully negotiated for acceptance, as the CRM knowledge management tool in the business, where it would later be adopted and implemented company-wide in the form of the ‘Seibel Toolkit’.

• Coached and led the top sales team in the Transcend Call Centre between 2004 and 2005.• Successfully advocated for my team’s Sales professionals, to be awarded two out of the possible three end of year awards for the 'Top Sales Professional' and 'Best All-Rounder'.• Coordinated the Transcend HS&E external audit documentation and Sales Team Leader up skill, resulting in a AAA rating.

Burwood, Victoria, Australia

• Winner of Country Stars (Impact) Sales Professional of the year award in 2001.• Appointed to a Centre Level Support role (equivalent of Centre Operations Manager) whilst still a Sales Professional.• Regularly exceeding KPI’s and performance measures.

Bachelor Of Aviation (Bav) - (In-Progress), Aviation/Airway Management And Operations, (In-Progress)

Commercial Pilots Licence (Casa), Aviation

Victorian Certificate Of Education, English, Physics, Maths (Change & Approximation And Reasoning & Data), Geography, Passes In All Subjects

Activities and Societies: Air Training Corps (Air Force Cadets) Peer Support Program