Sam Shaheen Gaicd Email & Phone Number

Melbourne, Victoria, Au

Accountable for actively partnering with the business to ensure technology is best leveraged to deliver value for the Retail, Brand & Marketing business unit. Strategic technology thought-leadership is provided together with the team to shape, oversee & execute against the technology, product and channel strategy and roadmaps for the RB&M business unit. Accountable for leading the integration of digital channels and marketing with Retail technology teams, to effectively support the Enterprise commercial growth agenda in Retail.

Melbourne, Vic, Au

Enabling city and organisational efficiency through the timely and intuitive provision of relevant data, evidence and insights. This position provides end-to-end data and insights solutions to the organisation and community, owns the delivery of CoM’s data strategy and leads external partnerships with academic organisations, researchers and organisations that provide access to leading data and tools.

Sydney, Nsw, Au

Owner of data strategy & planning for the Telstra Enterprise and Government division, overseeing $75m investment in data solutions, leading 150 headcount and providing strategic advisory and support on all data initiatives across the business.

Sydney, Nsw, Au

Lead a team responsible for delivering channel communications and knowledge management across all front-line channels (Global Contact Centres, Telstra Country Wide, Telstra Digital and Telstra Business Centres) on Go to Market initiatives, product updates, sales processes and other key information ensuring an informed and connected community to better serve our customers.

Sydney, Nsw, Au

Responsible for managing a team of data remediation specialists responsible for the timely execution of customer remediation activities related to high and critical customer impacting incidents.

Sydney, Nsw, Au

Responsible for the successful identification of customer experience improvements and delivering key Advocacy must wins for Wholesale.• Received a GE award for the delivery of Advocacy must wins contributing to the +26 NPS uplift in 2015/16 for Wholesale.• Helped build advocacy knowledge and customer-centric thinking using Design Thinking methods across Wholesale and supported product development projects to ensure solutions were fit for customer purpose.• Developed and lead programs of work to deliver strategic operational reporting for Wholesale customers to run their business. • Completed a current state assessment of Wholesale’s reporting; managed the development of a reporting strategy and project roadmap.• Identified root cause of systemic issues impacting the delivery of strategic product experiences, Wideband delivery, NBN delivery and Regulated Services faults to input into the FY17 must wins for Wholesale.• Effectively prepared and presented to the Wholesale Group Executive and SLT on Wholesale advocacy must win initiatives.

Sydney, Nsw, Au

Managed 6 high performing teams in support of Telstra’s strategic information, analytics, marketing and finance assets that deliver critical business information to manage our Telstra business.• Delivered a capacity management program that reclaimed over $4.5M worth of Teradata storage avoiding further investment into the high cost platform. • Developed an Information Systems strategy to deliver a flexible environment which caters for the increasing business emphasis on BI and analytics and drive more value from Telstra’s core information assets.• Managed the successful upgrade of 3 Teradata platforms to TD14.0 without impacting the delivery of critical interfaces (including Finance month-end reporting) and reports to our business.• Implemented an operational support model for T-Inform and transitioned support to TSO. This was to ensure a rigorous and comprehensive support arrangement for Telstra’s strategic BI application.• Engaged with BI Delivery teams to manage the supportability of solutions delivered into EDW/T-Inform to minimise business, application and infrastructure impacts.• Supported the Big Data program with resourcing, data interfaces, technical advice on platform support considerations, operational support models and operational needs.• Stood up a Design council to provide technical governance for new EDW/T-Inform delivery solutions ensuring supportability, robustness and fit-for-purpose capability. • Managed high severity incidents and business escalations across the Information Management and Finance systems. • Managed data governance, risk, security, privacy and regulatory requirements (SSU) and master data management.• Partnered with key business groups (CMO, Wholesale, Channels) to support their strategic objectives through the use of Telstra’s information assets.• Accountable for assurance of Contact Centre Reporting including Agent Scorecards, Industry Partner payments, First Call Resolution reporting and CEO Weekly reporting.

Sydney, Nsw, Au

Managed a team responsible for the operational support of Telstra’s 30 IT information management systems that deliver business-critical operational and management reporting. • Received a GE award for the successful implementation of a major Teradata warehouse platform upgrade to ensure support and stability for the EDW, TDW and WDR applications. The $8m upgrade was planned and executed within 3 months and was the largest Teradata upgrade ever completed in Australia. The upgrade provided an annual $2.6M operational cost saving and brought all systems back to software and hardware currency state.• Implemented an operational support model for 3 Telstra Business reporting applications and transitioned support to a Tier 1 vendor to provide greater support coverage for TB & TEG reporting.• Developed a new Production Support and Maintenance model with IT to achieve a 30% reduction in vendor support costs.• Supported the introduction of inbound marketing to Telstra’s digital platforms with the delivery of the Interact module into Athenian. Provided input into platform requirements, operational support, vendor management and project deliverables.• Managed all IT vendor relationships, negotiated related contracts and delivered over $4M in annual operational cost savings from a $22M IT budget.• Established monthly operations meetings with key stakeholders in the CMO, Channels and Wholesale to improve the support of their critical services and reporting.• Drove numerous staff engagement activities to improve staff satisfaction across Live Service. Started with an NPS baseline of -27 which moved to +29 in only 12 months.• Recognised as a Telstra Values Master for consistently collaborating with a wide range of stakeholders internally and externally in order to achieve personal and customer objectives.

Sydney, Nsw, Au

Managed a team responsible for delivering Channels reporting solutions to Contact Centre groups. Included assuring the accuracy of agent bonus and sales remuneration, critical business measures, supporting new channels reporting requirements and managing data issues with upstream systems.• Ensured continuity of business critical management and operational reporting during the transition of vendor support for the Reporting Data Warehouse.• Helped manage restoration of critical channels reporting to the business during a major server outage causing significant data loss. • Project managed the delivery of the End to End dashboard into RDW to proactively determine data issues that impact Contact Centre reporting to prevent business escalations.• Ensured continuity of business critical management and operational reporting during the Contact Centre Refresh Initiative (CCRI) and CTI Refresh project. Co-located with the Agile delivery teams to ensure that all impacts to the Contact Centre Reporting were assessed and remediated and delivery of critical business measures during the migration period were managed.• Implemented a new process for the Contact Centre Operations Helpdesk to manage all Contact Centre Reporting issues.

Sydney, Nsw, Au

Managed the resolution of critical In Production defects/incidents during Telstra's Reporting & Data Transformation programme. This involved tracking, coordinating and reporting on all In Production issues delivered into the Enterprise Data Warehouse and managing High Severity incidents with Incident Management on behalf of the business to ensure timely resolution of critical issues.Key Achievements• Escalating critical PVT issues to Incident Management and proactively driving IT to deliver speedy resolution of incidents.• Effectively managing business impacts and communication to affected key stakeholders.• Analysing business requirements in relation to defects in initiatives delivered during Transformation to determine root cause.• Coordinating business testing of all In Production defects to ensure that business needs are met.• Provided reporting on all activities/outcomes to senior management.

Sydney, Nsw, Au

Responsible for supporting Contact Centre reporting in the Reporting Data Warehouse (RDW) which delivers key reporting metrics for product sales, agent performance and remuneration and Industry Partner payments. Key Achievements:• Provided consultation and recommendations to RDW clients and RDW Delivery team on data feeds, reporting interfaces, job processes in the data warehouse to assist in delivering the best reporting solutions to stakeholders• Ability to deliver expeditious solutions to high priority problems• Provided mentoring and training to fellow colleagues in the RDW support and development groups• Built strong customer relationship to ensure that the RDW support group is providing the best service and solutions possible

Melbourne, Victoria, Au

BI Developer at National Foods and Telstra.

Stirling, Western Australia, Au

Employed as an I.T. software consultant where I was involved in numerous projects at various client sites.

Company Directors Course, Board Governance

Bachelor Of Business Information Systems, Information Technology