Technology Manager / Business Specialist

  • Managed technology stream of the major program to deploy a QCM capability across Telstra’s assurance contact centres. Led the integration, procurement, deployment and technical training components, delivering a cost-effective and timely capability integration in the business.
  • Identified initiatives in Next Generation Cost Reduction program to reduce system complexities in the network operations business. Managed initiatives contributing to $2.3m in business benefits.
  • Facilitated idea generation and problem-solving workshops to evaluate and manage business initiatives, prioritising CapEx and OpEx spend related to Infrastructure Services lines of business.
  • Managed development of robotics to automate business processes for customer diversions.
  • Mentored and supervised Graduates in web-based, Intranet and robotics development work.
  • Enhanced business operation through automation and development of web-based tools, forms, robots, assisting individual contact centres in developing and maintaining Intranet repositories.
  • Promoted Knowledge Management concepts and methodologies across Telstra, representing business unit at the Telstra Knowledge Management forums. Played a key role with stakeholders from Telstra Research Labs, Office of Chief Architect and BU’s in founding the Telstra Knowledge Community.
  • Researched business intelligence capabilities in data mining and predictive modelling, applying these to address business issues around resource management and customer churn.
  • Assessed business operation and its strategic direction, promoting and driving business vision, looking to improve business operation through new technology capabilities.
  • Co-ordinated User Acceptance Testing for new Intranet platform across Telstra Infrastructure Services business unit.