Thomas Vuong Email & Phone Number

Adelaide, Sa, Au

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Oversee the ongoing delivery of Portfolio, Programs, Projects ensuring commercially acceptable outcomes. Responsible for uplifting capability, provide support, coaching and lead delivery professionals as well as drive continuous improvement including ongoing development of frameworks, artefacts, and tools to govern, manage and report on the portfolio.

Adelaide, South Australia, Australia

Responsible for monitoring the performance of the overall portfolio, programs, and projects at HAMBS. Ensuring quality assurance, effective prioritisation, and appropriate governance is maintained whilst managing demand within resource and funding constraints in alignment with HAMBS strategic objectives and within enterprise risk appetite.

Adelaide, Australia

Coach all levels of the organisation in Agile ways of working, in particular agile teamsDevelop and Implement Agile strategy, frameworks and methodology for People’s ChoiceTrain, coach, implement and continuously improve Agile tools, templates and processes

Adelaide, Australia

Shaping, exploring and triaging ideas and initiatives raised by the business.Providing support and consulting services to program and project delivery on Capability Frameworks, best practices, tools and techniques.Reviewing, implementing and integrating Capability Frameworks.Educating on, and facilitating the use of Capability Frameworks to support efficient and effective implementation of ideas and initiatives for the organisation.

Adelaide, Australia

Developing business cases and business process modelling artefacts on key projectsLeading critical analysis and identifying key requirements from stakeholders to assist in thedevelopment of Business Requirements DocumentationDeveloping User Stories as part of an Agile developmental cycleContributing to project scoping and planning documentation

Adelaide, Australia

Responsible for providing leadership, guidance and direction through these functions: Privacy & Security Project Review and Incident Management for the business working closely with key stakeholders to ensure the security of customer data.Ensuring suitable governance around privacy and security risk requirements on projects and drive team engagement in all risk activities.Act as the primary contact to the Customer Group to develop, manage and respond to security and privacy… Show more Responsible for providing leadership, guidance and direction through these functions: Privacy & Security Project Review and Incident Management for the business working closely with key stakeholders to ensure the security of customer data.Ensuring suitable governance around privacy and security risk requirements on projects and drive team engagement in all risk activities.Act as the primary contact to the Customer Group to develop, manage and respond to security and privacy related incidents, problem management and formalising an end to end post incident management review process.Conduct investigations of security incidents and report findings, potential and actual breaches to relevant teams. Assist with risk mitigation & resolution and report to Senior Leadership and Operational teams. Show less

Adelaide, Australia

Provided representation for the Consumer Group on all Programs within Customer Operations, ensuring requirements are identified, agreed to and delivered within the required timeframe and budget whilst delivering in accordance with the Customer Operations Change & Delivery Governance. Represent Customer Operations across all areas leading Operational / Transformation initiatives specifically focusing on productivity improvements and customer effort reductions.Manage the delivery… Show more Provided representation for the Consumer Group on all Programs within Customer Operations, ensuring requirements are identified, agreed to and delivered within the required timeframe and budget whilst delivering in accordance with the Customer Operations Change & Delivery Governance. Represent Customer Operations across all areas leading Operational / Transformation initiatives specifically focusing on productivity improvements and customer effort reductions.Manage the delivery of Customer Operations requirements, process deliverables, testing, training, change management and communications. Show less

Consumer Transformation

Undertake and complete projects in Optus’ Customer Group using the lean methodology reporting to the Black Belt Project Manager with the objective to improve productivity and reduce customer effort.

Adelaide, Australia

Led a team of Mobile Customer Service Representatives and working with the Contact Centre Manager and Team Leaders to achieve centre and company objectives for group and individual performance whilst providing support and coaching through call management to ensure an excellent customer experience and standards were achieved and maintained.

Mumbai Area, India

Led a team of Optus Customer Service Representative Subject Matter Experts in an international work assignment (Mumbai, India) to assist in the transfer of Optus specific call centre knowledge to Optus’ vendors by applying subject matter expertise in product, process and system knowledge.

Adelaide, Australia

Provided a single point of contact for complex product customers across mobile, internet and voice with a focus on first call resolution including relationship management, account and billing enquiries, product and technical support.

Adelaide, Australia

Provided effective, customer focused and accurate solutions to including identification of software, network and hardware issues as well as complex billing scenarios.

Green Belt Lean Six Sigma, Australian Graduate School Of Management

Bachelor'S Degree, Marketing/Marketing Management, General

Certificate Iv Business, Frontline Management

Certificate Iii, Telecommunications

Diploma Information Technology, Information Technology