Roy Tan Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Macquarie Park

Macquarie Park

Strategist in the Customer Experience Strategy & Design team responsible for undertaking rich empathy-based investigative and analytical work to support a range of strategy and service design projects impacting the Optus customer experience.Strategy & analytical responsibilities:- Accountable for pro-actively sourcing data to incorporate into analysis and modelling- Develop insights and compelling conclusions and recommendations ready for presentation and discussion at senior management levels- Production of robust, accurate long-term plans that can be used to evaluate future performance and to test economic impact of strategic options- Facilitate strategy workshops to provide subject matter expertise to influence stakeholders, ensuring timelines, schedules and key milestones are metService and design-thinking responsibilities:- Hands-on facilitation of empathy-based customer research through one-on-one interviews, focus groups, field observations and customer immersions- Communicate and inspire the team with design thinking concepts, ideas and practices using established methods and tools; connection through story-telling- Follow and keep up to date with innovation trends in the service design space and report back with potential implementation opportunities- Develop skills in iterative prototyping (digital and pen-paper) in order to inspire and share a vision

Sydney, Australia

Pre-Paid Mobility Pricing Analyst at Telstra responsible for the financial modelling and business case approval for all pre-paid mobile plans and offers in Australia.- Data extraction via SQL Coding (use of SAS, Teradata, etc.)- Collect and analyse statistical data to produce reports- Financial Modelling to analyse the financial impacts and risks of customer offerings- Monitoring of competitor intelligence in order to react accordingly- Presentation of findings to engage senior management for pricing approval- Co-design of pre-paid plans and offers with marketing and product managers- Managed new cohort of graduates by setting and monitoring of KPIs

Sydney, Australia

Business Graduate at Telstra responsible for assisting the Service Delivery GM in a business analyst capacity.- Project planning and schedule maintenance for key stakeholders across the business- Conducted first-hand research with customers and front-line employees to identify key gaps in the service delivery process- Facilitated workshops with key business stakeholders with clearly defined agendas and outcomesKey Project Achievement- Call Centre Optimisation: Worked collaboratively with international stakeholders to determine the feasibility of focusing resources for our international business partners to ensure improved SLAs for business customers

Client Services Consultant for Perpetual Limited responsible for:- Providing clients and advisers with accurate and timely account information- Identification and escalation of operational and financial risks- Dissemination of information surrounding applicable legislation

Bacher Of Business, Finance & Marketing

Education record

Activities and Societies: Bass House Captain 2004-2005 Second Grade Basketball Team 2002-2005