Seny Balachandra Email & Phone Number

Melbourne, Victoria, Australia

Driving excellence in service delivery, customer satisfaction and operational efficiency within the travel industry. Leveraging expertise in Amadeus - Navitaire systems to streamline operations and elevate traveler experiences.

Australia

Collaborating with Telcos to enhance CX with innovative mobility solutions for Enterprise, Govt, & Business customers.

Melbourne Area, Australia

As the National Service Delivery Team Manager at Optus Business, I successfully led a team of 12 FTEs, driving operational and transformational initiatives. Overseeing National Service Delivery, Continuous Improvement Lead and Provisioning Delivery Specialists (TAS), I directly managed 100+ Fulfilment delivery staff, onshore and offshore. Our Service Delivery Model catered to 2000+ customers in Enterprise, Strategic and Government sectors. TAS achieved 90%+ On Time Performance, contributing to a $65M annual revenue pipeline. I established a consistent priority escalation process through ServiceNow. Empowering 500+ stakeholders with a Service Management Plan, we fostered collaboration and efficiency. Our repository of knowledge-based articles improved quality and reduced rework. Through coaching, team members excelled, earning numerous accolades. Leveraging data analysis, we uplifted revenue by $1.2K over 3 years. By implementing RPA technology, we enhanced efficiency, accuracy and reporting. Leading national issues register forum, we remedied long-standing process gaps and delivery issues. Consistently surpassing business KPIs, I showcased leadership and commitment to success.

Melbourne, Victoria, Australia

As a Change Operations Manager at Optus Business, I oversaw teams implementing network changes for strategic accounts. I drove productivity and quality performance while leading and motivating teams to deliver exceptional service levels. Managing national and global workforces in an outsourced environment, I utilised technical expertise in Optus ICT, fixed products, emerging technologies and applications. With 15 direct reports and up to 50 staff, I provided leadership, coaching and performance management. Leading a team processing 20,000 orders and managing a $2M budget, we achieved revenue growth of over $70M, exceeding profitability targets.Facilitating a 6-week training program at the Regional Delivery Centre in Kuala Lumpur, we enhanced offshore capability. This resulted in seamless integration of products, processes and technology. I improved Voice of Customer results for strategic customers, including IAG, FLC, Suncorp, Federal Government, SRG and Bloomberg. This strengthened customer satisfaction, loyalty and long-term relationships. Completing Optus' Talent for Leadership program, I was recognised for strong leadership skills and potential for career growth.Achievement awards acknowledged embodying Optus values, driving team performance, customer satisfaction and business success. Developing performance metrics and KPIs, I tracked productivity and quality. Collaborating with cross-functional teams, I implemented process improvements, enhancing efficiency and customer experience.Managing change in an ever-evolving industry, I monitored trends and emerging technologies. This ensured optimised network changes and improved customer outcomes. As a Change Operations Manager, I excelled in leading teams, driving operational performance and fostering customer satisfaction.

Melbourne, Victoria, Australia

As a Customer Delivery Specialist at Optus, I ensured the highest standard of Change Management for Enterprise customers. Representing Optus, I trained and assessed partner vendor (24)7 in India within 5 weeks, conducting quality assessments and delivering value-based training. Maintaining high customer satisfaction, I met on-time delivery and cycle time metrics, achieving exceptional Voice of the Customer Scores. I accurately interpreted customer requirements for proper billing and provisioning. Managing internal workgroups and vendors, I coordinated complex projects. Engaging with Change Operations Managers and analysts, I influenced decisions for process and reporting improvements. Achieving 100% ISO compliance, I utilised Customer Communication Templates and Order Creation Checklist. Proactively following up with Network and Communication, I improved Provisioning life cycle performance. Streamlining Commercial Preparation, I achieved timely completion for orders. With high CS Assignment and Closure Notification rates, I reduced aged orders. Providing accurate completion information, I prioritised customer satisfaction surveys.

Melbourne, Victoria, Australia

Responsible for troubleshooting and resolving any technical shortfalls or issues.Also communicating effectively with customers and providing high-quality service and guidance.

Melbourne, Victoria, Australia

Responsible for managing customer relationships, ensuring customer satisfaction, and handling customer inquiries.