Autonomously oversee end-to-end project deliverables aligned with strategic objectives.Facilitate and lead steering committee meetings and working groups.Document and manage operational risks throughout project lifecycles.Ensure project schedules align with and support program goals.Collaborate effectively with external client PMOs.Adhere to Project management methodologies for structured change management.Prepare comprehensive close-out reports to facilitate seamless handover to BAU.

Produce weekly ROI reports that include client data and competitor research.Develop performance analysis reports with a focus on ongoing optimization.Provide oversight for daily pacing, budget management, and forecasting.Efficiently handle invoicing, database maintenance, and client requests.

Location Data and Geocoding Techniques: Use advanced geocoding and location data tools to enhance operational efficiency and improve decision-making processes.Address Matching and Validation: Ensure precise address matching and data validation for NBN connection order. Vendor Collaboration: Collaborate effectively with vendors to achieve project objectives, ensuring seamless communication and coordination.Customer Advocacy: Advocate for seamless service experiences throughout the project lifecycle.Issue Resolution: Resolve order-related issues in coordination with on-field technicians and connection managers to ensure timely service delivery.Escalation Management: Validate escalations from Retail Service Providers (RSPs) and internal stakeholders, assigning tasks efficiently to resolve issues promptly.Stakeholder Engagement: Engage proactively with key stakeholders to ensure compliance and facilitate the resolution of NBN migration procedures.Issue Tracking: Maintain comprehensive issue registers to facilitate reporting, analysis, and process control, ensuring all issues are documented and addressed effectively.NBN Asset Alignment: Assist RSPs in determining TC2 (Traffic Class 2) availability based on technology and location analysis, and ensure efficient alignment of NBN assets, specifically Network Termination Devices (NTD).

I am a dedicated professional known for building strong relationships with industry partners and stakeholders, ensuring consistency, and driving continuous improvement. I excel at identifying operational gaps, proposing effective solutions, and collaborating with diverse teams to implement improvements. My expertise includes reducing error volumes, proactively monitoring orders, and working closely with IT for better customer experiences. I provide updated work instructions to industry partners and engage with various business units for a comprehensive perspective. Achievement Highlights:Lead Launch of Telstra Smart Home Security Product:Led a cross-functional team in the successful launch of Telstra's Smart Home Security Product. This achievement involved meticulous planning, coordination with various departments, and ensuring a seamless customer experience. Lead Automation Project for Online Orders:Took the lead of the Automation project, focusing on streamlining online order processes. By implementing automation solutions, we significantly reduced order processing times, minimized errors, and improved overall efficiency. This project positively impacted operational excellence and customer service.Vendor Training in New Hardware Delivery Process:Played a key role in training vendors on a new hardware delivery process. This initiative enhanced the delivery and distribution of hardware components, leading to improved supply chain efficiency, reduced delivery times, and cost savings.

I specialized in customer migrations, particularly transitioning them from legacy systems to Siebel. My core responsibilities included:Efficiently managing high-priority migration requests.Leading complex account migrations to minimize service disruptions.Maintaining an up-to-date understanding of Telstra's products for effective customer communication.Organizing assignments to meet SLAs and ensure seamless migrations.Providing Level 1 technical support for Telstra products.Collaborating with agents to streamline complex migrations and minimize downtime.I'm dedicated to delivering smooth transitions and maintaining exceptional service standards.

My career has been centered around managing inbound customer inquiries and ensuring exceptional experiences. I've consistently focused on not only resolving issues but also creating opportunities to enhance services.My responsibilities included optimizing customer value while meeting sales targets, and identifying upsell and cross-sell opportunities tailored to customer needs. I have a track record of meeting KPIs and supporting peers in various areas.Key Achievements:Received numerous customer compliments for outstanding service and tailored solutions.Recognized by our Call Center Manager with certificates for exceeding individual and team targets.Awarded the Rising Star certificate for January '08 and nominated for 2009 and 2010.I'm passionate about delivering value and look forward to future opportunities to excel.