Cherry Kapoor
Melbourne,Australia
Summary
Experienced with coordinating and executing software implementations. Utilizes effective project management techniques to ensure timely delivery of solutions. Recently elevated to lead consultant, overseeing multiple concurrent projects across aged and disability care with a focus on client engagement, streamlined delivery, and smooth adoption.Known for translating complex requirements into practical system configurations, enhancing stakeholder readiness, and ensuring high-quality outcomes. Adept at driving collaboration across multidisciplinary teams and bringing clarity and structure to every phase of the implementation lifecycle. Experienced in managing evolving project needs, supporting system rollouts, and ensuring service excellence.Brings a unique blend of back-end technical knowledge and front-end client engagement expertise, enabling seamless alignment between system capability and user needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Implementation Consultant
Telstra Health
01.2025 - Current
- Lead 9 concurrent implementation projects across aged and disability care, with 3 projects successfully gone live by mid-2025.
- Tailor application configurations to suit unique operational workflows for multiple clients using distinct Telstra Health products.
- Conduct client workshops, document user stories, and develop training materials, resulting in a 25% reduction in post-go-live support queries.
- Drive cross-functional collaboration between technical, product, and support teams, improving project turnaround time by 15%.
- Achieve the set strategic KPIs for all deliverables in terms of quality, timeliness, client satisfaction, engagement to maintain and renew business contracts.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
Project Officer
Telstra Health
06.2022 - Current
- Successfully managed software rollout for aged care residential products, leading deployment across multiple client sites.
- Enhanced operational readiness by coordinating training and support, achieving a 30% improvement in go-live adoption rate.
- Facilitated resource planning and stakeholder communications, resulting in a 95% satisfaction rate in post-project surveys.
- Developed implementation plans and timelines in coordination with internal teams, ensuring 100% on-time project delivery.
- Supported pre-and post-implementation troubleshooting, reducing support escalation volume by 20%.
- Developed and deepened relationships with key stakeholders.
Application Support Analyst
Telstra Health
07.2018 - 06.2022
- Resolved complex software issues, maintaining a >90% first-contact resolution rate and reducing ticket backlog by 40%.
- Collaborated with DevOps and BA teams in agile sprints to streamline enhancement delivery and client issue resolution.
- Designed support workflows that improved inquiry handling efficiency, reducing average resolution time by 15%.
- Delivered internal documentation and FAQs that contributed to a 25% decrease in repetitive support queries.
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Participate in regular team meetings and sprint plannings, providing input on support issues, and contributing to the continuous improvement of processes and user experience.
Client Resolution Expert
AGL Energy
06.2014 - 07.2018
- Investigated and solved complex complaints related to products and services offered by AGL to ensure complete satisfaction of the product sold to customers.
- Solved customer queries in a timely manner and generated ideas to improve customers' challenges and issues.
- Ensured complete satisfaction and maximum utilization of the product sold to customers.
Software Application Support Analyst
MYOB
12.2013 - 06.2014
- Addressed and resolved software and technical infrastructure issues faced by clients and chartered accountants.
- Provided expert guidance and troubleshooting support to ensure minimal disruption to clients' operations.
- Documented recurring issues and developed troubleshooting guides to assist clients and internal teams.
- Provided training sessions to chartered accountants on effective use of software tools, enhancing their technical proficiency.
Client Services Case Manager
AEGIS (TELSTRA)
08.2010 - 12.2013
- Created actionable service plans in Service Recovery Group for Telstra clients through close collaboration with Team Managers, Technicians, and Telstra Business Centre Executives, ensuring greater than 90% satisfaction for the Customer.
- Provided guidance to the Telstra Clients and their business workforce to ensure clients meet their objectives and tasks.
- Created new customer accounts and maintained the database of all customers.
Education
Bachelor of Commerce -
Deakin University
Melbourne, VIC10.2010
Advanced Diploma - Accounting
Holmesglen Institute of TAFE
Melbourne, VIC10.2007
Skills
- End-to-End Software Implementation
- Workflow & Process Optimisation
- Project Coordination & Management
- Client Training & Onboarding
- Change Management & User Adoption
- Technical & Application Support
- Stakeholder Engagement & Communication
- Documentation & Compliance Reporting
- Aged Care Quality Standards
- Healthcare Applications: Telstra Health Clinical Manager, Telstra Health Resident Manager, Telstra Health Medication Management, Medpoint
- Tools & Platforms: JIRA, Confluence, Microsoft 365 (Excel, Teams, Outlook), SharePoint, Microsoft project,LogMeIn, SQL
- Standards & Methodologies: PRINCE2, PMP, Agile
Certification
Project Management Professional (PMP)
Certificate III in retail
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Implementation Consultant
Telstra Health
01.2025 - Current
Project Officer
Telstra Health
06.2022 - Current
Application Support Analyst
Telstra Health
07.2018 - 06.2022
Client Resolution Expert
AGL Energy
06.2014 - 07.2018
Software Application Support Analyst
MYOB
12.2013 - 06.2014
Client Services Case Manager
AEGIS (TELSTRA)
08.2010 - 12.2013
Advanced Diploma - Accounting
Holmesglen Institute of TAFE
Bachelor of Commerce -
Deakin University
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