Pawan Kumar Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Wipro Assigned me on NBN Service Evolution program, a technology and business transformation initiative to bring on Automation, deliver technology shift, ensure business readiness, and reduce operational cost in Change Management.As a Business Capability Lead, I oversaw the evolution of the Network Change Management Transformation project, guided it through the Discovery, Ideation, Planning, Iteration, and Transition phases for different core scenarios.- Worked intimately with the Senior Leadership Team, Program Manager, Change Managers, and Operational SMEs to drive the successful technological transition from Remedy to SNOW.- Delivered the Product Roadmap and Administered the product backlog and its prioritization with efficacy- Guaranteed that the Project Communication Plan, Training Plan, and Organizational Impact Assessments were meticulously reviewed and received concurrence from SMEs and User groups- Orchestrated and steered workshops with definitive agendas and expected results.- Conveyed findings from Legal and Regulatory assessments and contract analyses to Project Sponsors.- Engineered strategies for a smooth transition to the new platform.- Ensured all risk were reported, tracked, mitigated and resolved.

Melbourne, Victoria, Australia

As the Technical Product Owner, orchestrated the management of the 'One Platform' across various retail brands (Dodo NBN, Dodo Mobile & Migration), aiming for operational excellence, compliance, and heightened product satisfaction.Key Project Delivered:- Effectively met ACMA requirements within a tight timeframe, safeguarding the organization's compliance and averting substantial penalties.- Executed intricate Promotion Offers for Energy & NBN bundles, resulting in a notable surge in sales for DoDo.- Implemented operational enhancements, such as introducing a streamlined 'Move Home' process with a single interaction, significantly boosting agent efficiency and minimizing customer wait times when connecting with the appropriate team in the contact center.- Implemented digital upgrades to enhance customer security, introducing validation measures within the online sales journey to prevent external abuse.- Revolutionized the customer's online journey through the delivery of a fresh digital design, leading to an enriched customer experience and an 8% increase in average sales.- Developed and launched NBN products, providing support for pre and post-launch activities. This included introducing a novel product for low-income segment customers and presenting Fiber products for both existing and new customers.- Delivered the Operational Excellency my enhancing the call routing and by introducing the automation using AI chatbot.Components:- Salesforce, Hansen(CPQ, Product Catalogue, Inventory, Order Manager), Mulesoft, Zuora, Drupal, Angular

Melbourne, Australia

As an E2E Technical Business Analyst managed and delivered the SD Ethernet product for enterprise customer, which had expanded the business customer offering resulting in more flexible options for customer to choose as per their need. Successfully delivered SD Ethernet Portal, which is Customer facing capability where customer has flexibility to set their bandwidth need as per the business need. Single handily managed the SD Ethernet Billing implementation which resulted customer are charged correctly whenever schedule flex and dynamic flex bandwidth are used. Supported existing Products (EWAN, Internet, VoIP) and delivered requirement in CPQ (Configure, Price, Quote/Contract), Order Management, Digital User Experience, ensuring business requirements.

Melbourne, Victoria, Australia

Scope of work was to ensure Stakeholder Identification, Requirement Gathering & Analysis and Create Software Requirements Specifications document on Confluence. Analyzed the AS-IS Business Processes and recommended the process improvements and also Reviewed the Digital interface and recommended the changes which had potential to improve the User Experience

Texas, United States

As a Product Owner Delegate, delivered the Self Care Portal which introduced the capability for customer to manage their services and queries by themselves which resulted in huge reduction in number of calls to the Care centre.Improved agent experience by reducing number of clicks across the Agent Care Portal which resulted in reducing AHT.

Chandigarh, India

As a BT Business Customer experience lead, managed the Business Broadband fulfilment, assurance, billing requirement backlog and ensured the design, build, test and released on time.

Chandigarh, India

As a Bt Retail Data Consultant, performed the Proactive Management on all Data Integrity issues with customer profiles, Ensured Data Integrity issues identified and fixed before customer identifies the issue with his services, billing. Identified and fixed a range of Data Integrity issues which reduced customer inbound calls to zero for such issues. Identified and fixed revenue leakage scenarios and initiated the recovery (approx. 0.5m pounds) which resulted a huge benefit.

India

Lead team of 10 people of Operations comprising of Field Engineers, NOC Engineer.

India

Worked in Operation Center where supporting daily operation activity in fields and network outages.