Melvin Nand

Experience

• 

  Optus

  Jan 2003 - Jan 2008

  VARIOUS ROLES

  *A summary of each Optus held role can be made available upon request

• 

  Telstra

  Oct 2009 - Jul 2016

  Overview: Project managed the development of I.T. application/integration and processes focused on developing and increasing the satisfaction metric (NPS)Key role achievements:•Member of Telstra Customer Vision Execution Program •Member of Telstra Governance Committee•Successfully trained/deployed business and consumer I.T. consultants•Built and delivered Value-Add product line leading to increased company revenue Successful delivery of:•Project ‘T-Plus’ •Project ‘DB’ •Project ‘Olympic’ •Project ‘WiSE’ Key role accountabilities: This initiative includes stakeholders from various groups within Telstra however, all have a customer centric focus on:•Development of an Order/Resource Management Tool for Telstra ‘Wideband’ Workforce Management•Established an Interaction based NPS for Telstra ‘Wideband’ field team•The analysis and recommendation for Telstra ‘Platinum’ product scope•Analysis and recommendation of a process to engage and improve detractor scores for DOT and Enhanced Services products Show less Overview: Project managed the successful delivery of ‘Stay Connected’ a cloud based product for Telstra mobile usersThis role had a strong focus on delivering an overall IT solution for our staff in managing customer needsPre-Launch:• IVR/VDI establishment as part of Telstra's overall call solution Software application access and implementation• Hardware requisition and connectivity• Delivery site location for seating Asurion staff• Working with the governance group to identify constraints and apply contingenciesPost launch:• Ground up establishment of Credit/Rebate process/procedures• NPS development• Additional staff training in Telstra process/procedures• Provide networked solution to after-hours contact centre• Formulate Business Continuity Plan to engage operational issues• Assist with further migration of data from existing systems to T-Inform• Provide Strategic solution to move from Telstra based to Asurion based contact centre Show less With the introduction of a combined internet and VOIP offering there was opportunity to shift to a project management role with focus on the following:• Establish of 'DOT Mentoring' offering as part of Telstra Plus Premium Service• Acquisition and training of staff in technical ability to deliver a product solution• People Manager to 15 consultants with KPI based targets• Develop supporting process and procedure documentation• Testing/implementation of complementary IT software/hardware products leading to increased revenue achievements• Act as key representation to Telstra stakeholders• Strong focus on developing Customer Satisfaction (NPS) implementation Show less Overview: Telstra Plus Premium Services began as a third party support option to Telstra Business customers. This support included network support 'beyond the boundary' to provide network connectivity via phone based support and extended to field support for larger network set upsThe role of Technical Support Consultant included the following requirements:• Providing support to Telstra customers for IT network troubleshooting and solutions• Pre-qualifying potential work scope prior to field engagement• Liaising with Telstra Project Managers, Account Executives and Solution Specialist to coordinate work completion• Tracking online orders and opportunities via CRM and providing feedback to management with focus on revenue development• Creation of training and process documentation for use with introduction of Telstra Plus consumer based products Show less

  • BUSINESS SPECIALIST (Projects)

    Oct 2014 - Jul 2016

  • PROJECT MANAGER/RELATIONSHIP MANAGER

    Sept 2013 - Oct 2014

  • CLIENT RELATIONSHIP MANAGER

    May 2013 - Oct 2014

  • PROJECT AND SOLUTIONS MANAGER

    Oct 2010 - Sept 2013

  • TECHNICAL CONSULTANT

    Oct 2009 - Oct 2010
• 

  Vodafone

  Mar 2017 - Jul 2017

  Business Project Manager

  Project Manager for Contact Centre and Digital based initiatives at Vodafone North Sydney.

• 

  NSW Department of Finance, Services and Innovation

  Feb 2018 - now

  Senior Business Analyst