Pouya Layegh Ghadrdan Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Product Lifecycle Program: Program Lead♦ Identify and prioritise product optimisation and lifecycle opportunities through close coordination with product managers as well as systems, engineering, and operations teams. ♦ Enable accurate service data collection and distribution as well as improve data integrity and confidence via complex legacy and current billing and provisioning systems.♦ Develop a quarterly product lifecycle program from the ground up to qualify and prioritise various product lifecycle initiatives and migrate customer services with time-sensitive exit dates and complex requirements.♦ Deliver a successful end-to-end product lifecycle program by collaborating with varying key stakeholders, such as the leadership team, product managers, and sales operation channels.♦ Implement product lifecycle initiatives and simplify product portfolio to achieve significant cost savings, increase product profitability, and improve customer experience.♦ Successfully migrate several products and deliver over $800K per annum cost savings.

400 George St, Sydney, Nsw 2000

Channel Support Digitisation and Continuous Improvement Program: Business Program Manager:♦ Coordinated with sales support team leaders and SMEs to gather Salesforce (Phoenix) business requirements and create user stories.♦ Led collateral creation, training, process documentation, and change communication as well as made necessary design and feature decisions to meet business requirements.♦ Enhanced reporting and data analysis process via Salesforce and MS Excel to ensure strategic business decisions were accurately captured and reported.♦ Designed and implemented Telstra’s first centralised Salesforce support engagement workflow and interface for both sales and sales support teams through close collaboration with internal Salesforce BAs, designers, and developers.♦ Achieved a rating of 5 out of 5 for the FY20 performance review through the implementation of new business processes and requirements and driving improvements.♦ Facilitated BVT and UAT testing prior to go-live to increase program robustness and improve end-user experience.Telstra Connect Enablement and Continuous Improvement Program: Program Manager:♦ Supported Telstra Connect in terms of workflow, case management and allocation, and reporting by identifying and implementing required changes to the salesforce solution.♦ Developed framework processes and provided training to existing sales support teams both onshore and offshore to maintain a high level of service and support to external customer queries.♦ Captured additional requirements and created user stories and business processes accordingly by close coordination with support team leads and the Telstra Connect product owner.

400 George St, Sydney, Nsw 2000

♦ Managed appropriate succession and talent development of direct reports and built a high level of competency of direct reports through guiding, coaching, and motivation.♦ Hired reporting employees as and when required to meet succession and attrition requirements.♦ Managed challenging expectations, suggested new approaches, and ensured alignment towards the company’s strategic direction and related deliverables by utilising the understanding of key business drivers.♦ Selected as one of the only 90 staff across Telstra to participate in the CEO Direct Connect initiative and directly liaised with the CEO Leadership team on a regular basis to drive business decisions.♦ Oversaw the Telstra Internship program and recruited and trained several interns via the UTS internship program.♦ Recognised on several occasions as part of Telstra’s Reward & Recognition program.♦ Exceeded all SLAs and KPIs by leading a diverse and sizeable group of staff.♦ Handled escalations by various stakeholders and ensured that solutions delivered to the customers in a timely manner.

400 George St, Sydney Nsw 2000

♦ Performed technical pre and post-sales activities, including solution feasibility studies, network analysis and discovery, and sales order entry. ♦ Enhanced technical and application support capacity by training and mentoring personnel. ♦ Advised on technical aspects of projects to the inside sales account managers to maintain accuracy.♦ Served as acting team leader and streamlined operations by analysing existing processes and creating new procedures.♦ Earned GE Award for Data and IP Remediation Project in 2016 as well as Telstra Values Award in 2015.♦ Led system and application performance improvements as well as data quality projects.♦ Increased service delivery in terms of scheduling and quality by building strong relationships with key stakeholders.

320 Pitt Street, Sydney 2000

Level 6, 80 Arthur Street, North Sydney, Nsw 2060

Ability Education, Level 4, 10Quay Street, Sydney, Australia

Certificate, Itil Foundation Certified

Bachelor Of Science In It, Internetworking And Applications, Distinction Average

Diploma, Diploma In It Professional Practice

Advanced Diploma, Advanced Diploma Of Information Technology

Certificate, Cambridge Advanced English (Cae) Certified

Certificate, Certificate Ii In Information Technology