Ben Saunders

Experience

• 

  Mobile Mentor

  Jun 2008 - Jul 2011

  Regional Team Leader / Mobile Device Specialist

  • Managed a team of up to 10 agents/mentors, located across Melbourne, Adelaide, Perth and Brisbane.• Responsible for staff hiring within my designated region, and all aspects of their training, development and of their performance management.• Accountable for team KPI's as measured by revenue (sessions per day), efficiency (sessions per day per mentor), session cancellation rates, customer satisfaction ratings and ARPU (Average Revenue Per User) increases.• Provided analysis on performance results in weekly and monthly operational forums with the GM and quarterly performance reviews with the MD.• Met with key Telstra stakeholders to provide insights from our findings, but also to gain knowledge of new services / technology to discuss with customers.• Delivered one on one mobile phone tutorial sessions (face to face and over the phone) to Telstra VIP customers, who required more specialised product knowledge, and whose engagement with Telstra required a greater level of care.• Delivered large group mobile phone tutorial sessions to large and small business' on behalf of Telstra. Show less

• 

  Telstra

  Sept 2011 - Jun 2019

  • Responsible for the coordination, progress and overall quality of the end to end GTM project deployment.• Created effective training content, managed upload to LMS, and coordinated train the trainer sessions for front or house audiences.• Ensured training landed in target audiences by conducting feedback surveys, data analysis and post initiative reviews.• Engagement into wider channel enablement activities to assist design, build and deliver mid to strategic term initiatives that support both retail and call centre channels.• Provided advice, recommendations and consulted with key stakeholders on initiative solutions, based on critical success factors and the specific changes required in the business to optimise outcomes. • Ensured key project stakeholders were kept informed on project status and had a clear understanding of their deliverables through leading and chairing timely and efficient project meetings.• Liaised with frontline resources, and functional stakeholder groups to ensure learnings were identified and understood across the GTM work stream and implemented, with longer term and strategic recommendations presented to the business in a timely manner. • Established and maintained effective working relationships with peer groups and key internal stakeholders and maintained external stakeholder relationships relevant to the achievement of business objectives. Show less • Facilitated the delivery of training and knowledge on customer experience skills and techniques, new services and new products to call centre agents.• Built and aided in the design and implementation of training programs, internal communications and coordinated/ran train the trainer sessions.• Utilised available resources, reporting and quality assurance techniques to identify specific gaps in knowledge and/or skill that required the development of a training intervention.• Continually assessed and evaluated training programs to ensure corporate strategies and objectives were being met through the delivery of the programs.• Collated feedback in relation to the effectiveness of training programs post deployment and provided key feedback to relevant project teams.• Built and maintained effective customer and stakeholder relationships.• Drove compliance reporting to track training completion. Show less

  • Go To Market Specialist (Project Specialist)

    Apr 2017 - Jun 2019

  • Knowledge & Embedding Lead

    Sept 2011 - Apr 2017
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  MYOB

  Nov 2019 - now

  Senior Release Readiness Manager