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..

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.

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.

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.

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.

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.
• 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.
• Managed all IT vendor relationships, negotiated related contracts and delivered over $4M in annual operational cost savings from a $22M IT budget.

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.
• 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.
• 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.
• 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.
• 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