Araz Evanian

• Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
• Acted as a liaison between the delivery teams within Customer Software, Embedded Software, R&D Systems, Marketing and IT, effectively communicating concerns and suggestions for improvements.
• Apply agile methodology and principles in day to day project operations
• Escalate project risks or project changes, where risks or issues would impact ability to deliver against the scope, schedule, budget or resources
• Mentored junior team members to develop their skills and advance within organization. (Lucy Mentoring Program)
• Graduate Sponsor at Cochlear

Key Achievements:

• 100% on time delivery of cadence releases whilst navigating large network of stakeholders across multiple projects as well as alignment of release efforts/schedule across NSA, Remote Care and Cloud, synchronized documentation and releases.
• Support and drive improved ways of working and squad structure between Customer Software squads
• Drive conversations with Systems to improve Project Management ways of working with a lens across multiple squads within Customer Software ( Sprint cycle alignment, JIRA process alignment between Systems and CS)
• Oversaw delivery portfolio encompassing Nucleus Smart App with 6 cadence releases, internal system releases, China specific releases, totalling 13 - 15 releases per year.

• Responsible for planning, leading, organizing and motivating the NSA squad
• Leading and directing the team to successfully deliver the required work packages
• Apply agile methodology and principles in the day to day project aspects of the project.
• Managed resources effectively to avoid unnecessary delivery delays.
• Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
• Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.

Key Achievements:

• Successfully introduce balanced meeting structure in line with agile methodology early into role, 100% adoption within first quarter of agile ceremonies.
• Implement use of improved reporting and analytics providing better insight into sprint capacity.

• Leading a team of 90 representatives supporting the NBN migration end to end journey
• Responsible for the successful implementation of this new program for the client, as well as service delivery of the designated contact centre operations
• Directed operations and turnaround of customers migrating to NBN, improving the customers experience and exceeding client's expectations
• Collaborating with Agile squads to drive continuous improvement and increase participation via digital channels, implemented innovative processes via PEGA application that resulted in substantial cost reduction for the client
• Financial management, budgeting and forecasting - delivered increased revenue during COVID.

• Service delivery of designated contact centre activity within Datacom Connect, Dept Of Industry, ACCC, DIBP, IP Australia, APRA, ATO
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
• Managed single and multiple clients with 100+ staff utilizing headcount and transactional staffing models.
• Oversaw workforce management planning, volume predictions and capacity planning.

• This role was responsible for the operational management of multiple government accounts
• This included the financial and contractual obligations of Department of Industry, ACCC and Department of Immigration and Border Protection
• Achievements include successful launch of ACCC, IP Australia contact centre operations - transitioning from internal to outsource, as well as the implementation of the remote multilingual monitoring services for Department of Immigration
• Total team size of 35.

• This position was responsible for the successful project launch of the expansion to Microsoft Loyalty Programs.
• Managed both Manila and Kuala Lumpur operations with total combined team 150. The operations spanned across the following subsidiaries – Australia, New Zealand, India and surrounding countries, Greater China and Korea.

Key achievements:

• Tender win to expand into SEA support regions within 6 months of this project commencing, as a result of exceeding client expectations. Grew the team from 50 to 130 across 2 countries sites, supporting 13 countries and 9 languages in total.
• Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.