Sue Brown Email & Phone Number

Perth, Western Australia, Australia

125 St Georges Tce Perth

Responsibilities: • Be the single Telstra point of contact for all project communications, including change management correspondence and status reporting, for all key stakeholders• Manage core project management functions in accordance with the Project/Program Management Methodology across all projects to ensure high customer satisfaction and business success• Positively manage the customer relationship to monitor and effectively manage any changes to requirements or expectations• Effectively identify, manage and influence key project stakeholders, within a highly matrixed environment, to achieve the desired outcomes• Develop, document and gain acceptance of project specific roles and responsibilities covering organisationally diverse players and third party suppliers to effectively deliver project requirements• Effectively manage the billing requirements to ensure projects will be billed as per the agreed pricing /contract• Achieve project deadlines and overall project objectives including the delivery of the project on time, within scope and within the agreed allocated hours. • Utilise the project management tool eProjectlink to manage schedule delivery and project compliance against all aspects of solution definition, implementation and finalisation• Effectively manage the risks associated with the delivery of complex projects through the preparation of detailed mitigation strategies and contingency plans, regular monitoring and control of activities, and effective issue management throughout the project’s lifecycle• Finalise all project documentation, including any customer billing, to ensure the seamless transition of deliverables into an operational environment

Perth, Australia

Responsibilities: • Manage and prioritise customer ticket of works to ensure jobs are not missed.• Deliver a daily plan that maximises the best customer experience possible• Prioritise tickets of work & manage variation to meet accountabilities i.e medicals, SLA’s, CSG’s • Monitor and action tasks in jeopardy to appropriate areas• Responding to fast track and escalation requests from stakeholders• Manage the workflow of tickets of work and CT’s if the NO/GO Zone is initiated• Contact and liaise with field CT’s, field team managers to follow-up on incomplete work with sufficient comments to action further• Contacting stakeholders both internally and externally to reschedule tasks• Feedback to stakeholders on any non-compliance to review area’s for improvement and driving productivity• Systems that are used on a daily basis: Click Schedule, RASS, Axis, Start, SIIAM, SiebelAchievements:1. Participated as part of a team to deliver Appointment and Commitment Performance targets on a daily basis2. Striving to achieving above target CCR performance of the areas I manage3. Working together as a team to achieve CSG and ULL performance targets4. Received several Zings commending my effort and great team work

Perth, Australia

Manage end to end resolution of high profile customer impacting issues & escalations which are potentially brand-affecting, media or politically sensitive through to resolution with minimal impact to the business on behalf of the Customer Service Delivery Regional Director Liaising with other business units i.e. TEG, Telstra Business, and Telstra Country Wide in resolving issues & escalations. Achievements: Gained experience in dealing with high-profile customers Resolved complex issues resulting in positive customer feedback Received commendations from other business units

Perth, Australia

Reviewing the daily and future workload Rescheduling tasks and contacting internal / external stake holders Systems used on daily basis: SIIAM, RASS, Wizard, Wise, Siebel, Axis, StartActioning emails through dedicated inboxesActioning Failed to Complete tasks Escalating customer and potential TIO complaintsTraining new staff; Constantly being able to adapt to changes within workflowLearning new skills to ensure jobs are handled aptlyAchieving effective flow through work to field CTs by networking with other teams i.e. Metro/Regional OTD and Workforce Optimisers to ensure tickets of work are allocated to appropriate CT’s.Ensuring review tasks are minimal at all timesKeeping the customer informed within appropriate appt times.

M.B.A (Masters, Business & Administration

Completed: Not completed

Bachelor Of Science, Software Engineering

Software Engineering

Diploma, Information Technology

Information Technology

High School Diploma