Karen Dinh

Experience

• 

  Optus

  Feb 1995 - May 2017

  Initially reporting to Regional Customer Delivery Manager (South) looking after the Corporate & Enterprise portfolio, then later reporting to the Director of Customer Engagement managing the Strategic Optus Business clients.I led a team 10 Customer Delivery Managers and Technical Delivery Managers and 25+ shared service resources, responsible for the end-to-end service delivery of enterprise and strategic accounts by providing post sales operational support, meeting clients’ and Optus’ KPI’s and expectations, aligned to contract SLAs. Acting as Principal Point of Contact for end-to-end service delivery, I was proud to have: - Migrated Optus’ first Contact Centre as a Service (CCaaS) customer from an end-of-life IntelleConnect platform to CCaaS platform (Dec 2015). Resulted in significant reduction in P1 incidents over 12 months with average resolution time reduced from 3hour 40mins to 42mins. - Transitioned large, complex and high-profile customers to Optus’ Unified Communications as a Service (UCaaS) to provide customers with a ‘one stop shop’ for their telecommunications requirements including Data, Mobility, TAS and Service desk support. - Achieved 100% customer retention of 10 – 20 Strategic Accounts. - Achieved Net Promotor Score (NPS) >7 for all allocated clients. - Achieved Voice of Customer (VOC) > 8 for all allocated clients. - Met year-on-year revenue growth target of 20% on portfolio. - Met contracted performance and delivery Service Level Agreements (SLAs) to ensure $0 rebate. - Achieved +/-5% margin against forecasts on program/project delivery. Show less

  • Client Delivery Director - Strategic, Corporate and Enterprise

    Oct 2012 - May 2017

  • Manager, Technical Delivery

    Jan 2011 - Oct 2012

  • Technical Delivery Manager

    Jan 2005 - Jan 2011

  • Senior Project Engineer

    Nov 1999 - Jan 2005

  • Network Engineer

    Oct 1995 - Nov 1999

  • Graduate Engineer

    Feb 1995 - Oct 1995
• 

  Nbn™ Australia

  May 2017 - Jun 2023

  Manager, Technology & Network Transition | Network Engineering & Security

  Initially engaged by the Project Management Practice Manager, followed by the Executive Manager of New Generation Operations, and later reporting to the General Manager of Tier 3 Network Management. Leading a team of 12 skilled Scaled Agile professionals, I have been responsible for delivering end-to-end from ideation to deployment of IT, Network and Engineering capabilities. Above and beyond my cross functional team leadership, portfolio and program governance, new capability delivery and implementation and operational readiness management, I was proud to have: - Delivered programs in the order of $40M in FY22/23 for the Network Engineering and Security (NES), including lifecycle, Capacity and Performance augmentation, Security and Simplification numbering 100+ programs per annum. - Selected by Executive General Manager (EGM) to participated in the nbn ‘Navigate’ Alumni – NBN EGM Sponsorship program to support Female Top Talent in 2022. - Consistently scored above Industry Best Practice for Companywide engagement survey achieving 90% to 98% engagement score for five years running. - Captured Business Requirements (operational and technical) for 100+ programs across technology domains and business units per year. - Ensured Volume Roll-out scaled and deployed with confidence, with zero, Priority 1 or Priority 2 (P1 or P2) incidents recorded. - Achieved ongoing 100% score in identifying, mitigating, or accepting operational risks. - Exceeded year-on-year KPI targets of >90% for Efficiency and Effectiveness on test campaigns. Show less

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  RACV

  Nov 2023 - now

  Senior Project Manager