Deepan Devasahayam
Point Cook,Victoria
Summary
A highly qualified and experienced Business Analyst , Workforce Planning Manager and Program Adviser known for a combination of focused analytical skills, strategic leadership capabilities, and interpersonal strengths. Strong background in Relationship Management, Workforce planning, Service Delivery, and creative communication specialist utilised exceptional design and planning to present organisations in the best light to the internal and external stakeholders within public and private sector. Recognised for consistently meeting and exceeding in managing deadlines and competing priorities a results-oriented approach whilst developing and implementing innovative continuous business process improvement and change management methodologies. Process improvement specialist bringing top-notch skills in oral and written communication. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Seasoned Business Analyst offering several years of various industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Program Adviser (PSRACS)
Department Of Health
Melbourne, VIC
03.2022 - Current
- Organized and managed program development from conception through successful execution.
- Working closely with Commonwealth and implementing data integration program based on Aged care Royal Commission
- Designed program implementation and maintenance plan.
- Maintained tight production timetables and quality standards to give audiences exceptional offerings.
- Assisted with community resources for healthcare and mental health.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments within Public Sector Aged Care Services
- Identified, reviewed and applied policies and procedures along Principle Policy Adviser
- Maintained open communication by presenting regular updates on project status to all key stakeholders.
- Obtained needed resources by strategically negotiating with stakeholders and SLT.
- Prepared monthly reports on project progress trends for upper management.
- Developed feedback loop, integrating care recipient in Public Sector Aged Care Facilities complaints and suggestions into future programmatic changes.
- Crafted Power BI dashboards for analysing and producing reports for SLT.
- Performed risk management assessments on projects.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
WORKFORCE PLANNING TEAM MANAGER
HOUSING CALL CENTRE, DFFH
Moe , VIC
08.2021 - 03.2022
- Define future of HCC by leading strategic workforce planning process to support departmental strategy which is associated with delivering service to community
- Engage with key stakeholders to understand long-term strategic plan for organisation and translate this into a clear and realistic workforce plan and actions
- Develop strategies (Build–Buy –Borrow) and specific plans to close talent gaps and prioritise in upskilling workforce and make them versatile by developing talent initiative
- Monitor and develop Knowledge of Forecasting and workforce planning Provide leadership to Workforce Management and Strategic Planning teams and create culture of development and continuous performance improvement
- Work collaboratively, and communicate and manage change with key business leaders, HRBPs, OD&L and Talent Acquisition when developing workforce strategies and ensure execution plans are integrated into functional
- Responsible for establishing and clearly communicating departmental strategy to management team while providing feedback regarding tactical operations for department including financial performance, budgeting, goal setting, and managing performance
- Work collaboratively and communicate and manage change with key with the leaders
- Talent Acquisition when developing workforce strategies and ensure execution plans are integrated into functional strategies
- Writing draft reports and presentations for management
- Providing information, insights and analytics that will be used to drive people investments and talent management decisions and assess learning development program effectiveness
- Support enhancing current predictive tools and developing new predictive models that affect metrics such as turnover, engagement, performance, headcount, etc
- Actively participated in planning, development and implementation of projects supporting firm’s overall diversity initiatives
- Created plans and communicated deadlines to ensure projects were completed on time.
- Developed solutions to address complex issues and operational gaps.
- Managed internal and external client-facing relationships through transitional periods.
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Department of Treasury and Finance
Melbourne, VIC
02.2020 - 08.2021
- DTF-Shared Service Provider (SSP), Establishing customer service representative team for DTF Shared services provider
- Assess program quality and performance to implement quality improvements with in Gov Hub, Suburban Hubs and Car Pool area
- Provided strategic direction to improve ongoing performance in all functional lines
- Coach and mentor 12 customer service representatives to handle customer enquiries and delivering on key SLAs
- Trained and mentored new CSR in effective communication methods while engaging with wide range of stakeholders in maintaining VPS values, standards, and policies
- Created complaints and escalation process new way of dealing with complaints to resolve stakeholder concerns which has saved time and created positive stakeholder experience
- Worked on budgets to make suburban hubs to be financial sustainable advised on key risks and mitigation process
- Assisted with project scope and communications to create business case for implementation of ICT platform for DTF-SSP
- Playing vital role in developing ICT road map to deploy new CRM system for SSP working along with Strategic Operation Team in implementing in 2021
- Developed process and procedural document for SSP car Pools Team to address all key work flow of business unit
- Developed best practice procedure to better Stakeholder experience on key SLAs signed off by secretary of DTF and WoVG
- Contributed towards stakeholder engagement outcomes of all facets of DTF-SSP and streamlining business operational flow by being cost-effective solution-based organisation
- Developed customer enquiry tracking methodology to get better insights on stakeholder needs and address key issues of stakeholder
- Monitoring onboarding process regional Gov Hubs and train CSR at site to deliver service to VPS clients to enhance user experience
- Managing booking systems and induction for Suburban Hub at Footscray along with t CSR team
- Created presentation for key stakeholders of Suburban hub project addressing key value proposition
- Working with program manager to organise project meetings that involve progress reviews and future planning to ensure all team members are on same page
- Manage scheduling and deadlines of projects to ensure progress is on target and that deadlines are still feasible for suburban hubs
- Being key contact for all facility management issues in suburban hub
- Assisting with furniture and equipment removals and assembly
- Helping to drive operational change for better service delivery outcomes
- Training CSR in handling queries from cross departmental staff regarding Suburban Hubs
- Working closely with cross departmental project teams to deliver Suburban Hubs operational
- Drafting day to day operational manual for Suburban CSR team
- Dealing with 32 Government Departments and agencies in responding to their specific needs and directing their request to subject matter experts
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Providing support to communications team to for annual client satisfaction survey for 12000 VPS staff and monitoring outcome to streamline service delivery and take it to next level
- Supporting SSP Car Pool fleet management team during Covid-19 and providing fleet requirements DET, DHHS, VBRA, DPC, DPS, DJCS and Cenitex, in providing to fulfil vital requirements, in best serving community during this pandemic
- Volunteered for state Budget preparation for suburban BIP
- Provided primary client support to internal and external Stakeholders
- Effective liaison between VPS Clients and internal departments
- Prepared Power BI reports by collecting and analysing client utilisation of Suburban Hub for Program Lead.
Adviser
STRATEGIC ADIVESR SURGE MOBILITY, Victorian Public Service Commission
Melbourne, VIC
09.2020 - 03.2021
- Surge Mobility Planning
- Supporting Jobs Skills and Exchange as Adviser in Surge mobility Planning
- Creating talent pools to meet mobility needs of departments and agencies
- Contacting over 400 people on salary maintenance and causal with financial support to discuss other short-term opportunities across VPS to engage them meaningfully
- Worked on key strategies to improve key staff engagement indicators to maximise staff engagement with surge opportunities
- Analysing demand and supply trends with in current mobility trend
- Supporting mobility matchers and mobility officers of departments and agencies to understand demand and supply trend and preparing reports for department secretary
- Extracting data from Power BI for MMs and MOs to target potential candidates for suitable surge vacancies
- Analysing current trends within Live Hire mobility supply and demand trends and preparing reports for reporting manager
- Engaging with inter department mobility team, to address demand and supply of current surge mobility needs
- Worked closely with IRV policy team on strategies to improve engagement with agency staff
- Responding to JSE stakeholders' enquiries through Zendesk and allocating enquiries to relevant stakeholder within JSE team
- Created plans and communicated deadlines to ensure projects were completed on time
- Maintained energy and enthusiasm in fast-paced environment
- Developed and maintained courteous and effective working relationships
- Maintained excellent attendance record, consistently arriving to work on time
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Conducted research, gathered information from multiple sources and presented results.
DATA-ANALYST
CONTACT TRACING, Human Services
Melbourne, VIC
06.2020 - 08.2020
- Allocate case up to 300 case questionnaires to ADF Team and other team members involved in interviews
- Maintain data and information standards for Intelligence and Operations lead
- Quality assurance functionalities by going through all completed contact questionnaires by Public Health Officers and escalate it to responsible team if follow-up required
- Data entry into PHESS (Public Health Events Surveillance System)
- Escalate advice and information requests from existing case and contact team
- Provide recommended adjustments to case and contact workflows to Team Lead
- Classify cases according to Case Definition
- Manage information and correspondence through Public Health Operations Inbox
- Enter confirmed cases – questionnaires information into PHESS
- Receive list of laboratory results from VIDRL (Victorian Infectious Diseases Reference Laboratory) each day and enter them in PHESS provisional field when required
- Receive information from Power BI, daily COVID updates
- Enter confirmed cases into database when requested
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Identified and resolved problems through root cause analysis and research
- Analyzed program data to provide input for key decision making and strategic planning
- Reviewed performance benchmarks and established metrics for future tracking
- Evaluated and adopted new technologies to address changing departmental needs
TERRITORY MANAGER
Medibank
, VIC
04.2011 - 02.2020
- Galleria (CBD)/Highpoint/Werribee/ Geelong Branches oversee flagship Galleria Melbourne CBD Retail branch with 8 consultants, coaching, motivating, and leading them to achieve individual KPIs and store targets
- Multi-Functional sales and Service support through telephone, digital and face to face
- Manage very busy phased Highpoint/Werribee/Geelong branches; leading and inspiring team of 21 consultants to meet targets and achieve high-performance objective
- Serve as face of Medibank in local community as well as corporate partners to effectively provide service and source business through them
- Worked with CX team to develop key metrics to improve NPS outcome
- Participated in several workshops Organised by CX team to improve customer experience out come from frontline point of view
- Developed templates to achieve key customer experience metrics
- Providing exemplary communication support to high end onsite corporate events guaranteeing targeted outcomes aligning brand with strategies
- Play active part in developing and implementing community engagement program as per company policy
- Played key role in ICT transformation programs and launch of new CRM system for customer channels as and championed train trainer program
- Identify and monitor performance of competitors in market place
- Conducted corporate public relations campaign in very competitive and hostile market space
- Ensuring confidentiality compliance and made sure team is following all policies and procedures to maintain QA standards of Medibank
- Communicated business objectives through scope of services/statement of work, defined project goals, constraints, negotiated costs and changes with clients and internal marketing teams
- Scheduled meetings with key corporate clients to promote organisations value propositions to them
- Ensure excellent customer service is always provided, keeping NPS score high
- Generate sales leads daily through developing and implementing innovative sales and business solutions
- Administer account budgets, expenditure forecasts, and profit and loss (P&L) account whilst ensuring that the companies and its customer goals are aligned and met
- Undertake strategic and tactical development of business to meet organisational priorities
- Develop comparison tables of products and services by researching product pricing, ratings, and performance of competitors against existing company products and services
- Identifying transferable skills to promote placements within departments
- Determine marketing strategy changes by reviewing operating and financial statements and departmental sales records
- Working closely with facility management and real estate team on ongoing upgrades and looking after lease and other lease facility related day to day issues
- Experience in multiple site portfolios and working closely with facility managers
- Coordinating essential central services such as security, maintenance, cleaning, and other facility related issues
- Key Achievements:
- Successfully achieved individual KPIs in different parameters from first month and consistently surpassed annual target for 2018 to 2019 by 13%
- Kept overall NPS score 72% for area i was managing.
- Orchestrated and intricate internal communication strategy channel for retail operations to promote online and live events to promote clear and reliable two-way communication
- SME during total overhaul existing system to deployment of SAP on service delivery front to deploy POS system across customer service channels
- Identified $350,000 in revenue opportunities by collaborating with small to medium level enterprises and Migration agents
- Recognized and awarded for going above and beyond as Territory Manager
- Won online member service champion award
- Successfully delivered $7.8 million annualized premium income in multi-product segment
- Collaborated with marketing team on new product launch and promotions design, delivering better result
- Partnered with strategies team regularly, giving commercial insight on new marketing strategy to address needs of local market effectively
- Successfully led and developed team members to go onsite to business partners and deliver corporate sales outcome; recognized as highest in country
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Devised and deployed optimized sales management and revenue development strategies, boosting new business revenue in my territory by 13% in 12 months and NPS up by 6 points
- Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts
- Evaluated production levels, quality standards and maintenance actions to identify and address operational problems and maintain targets
- Monitored expenses and time usage to maximise effectiveness
- Documented time calls and results and submitted reports
- Tracked changing product lines to effectively meet dynamic market demands
- Managed over 8 accounts within Inner city Melbourne territory
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results
- Prepared and implemented strategic growth plans for territory based on company goals and expectations
- Held one-on-one meetings with Assistant Managers and Consultants to identify selling hurdles and offered insight, including consumer behavior and market trends how best to remedy such issues
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
- Collaborate cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience
- Communicated product quality and market comparisons by creating sales presentations
- Collaborated with upper management to implement continuous improvements and exceed team goals
- Facilitated business by implementing practical networking techniques.
SENIOR SALES CONSULTANT
New York Life Insurance
Gurnee, USA, USA
04.2006 - 11.2010
- Provided leadership and strategic direction to team of 4 insurance advisers: building, motivating, and developing team to maximise operational productivity and efficiency
- Developed and maintained exceptional level of product knowledge, being expert in life insurance policy sales
- Managed business development and relationship management efforts through account prospecting, market analysis, and client relationships to propel business success and achieve organisational goals
- Performed detailed analysis and created lists of potential clients for providing leads of additional business
- Oversaw effective and efficient selling of insurance to new as well as existing clients., Researched and undertook proper fact finding to understand customers' need and provide most appropriate financial solutions
- Support coordination of sales effort with Capital Advisors, Trust Officers and Wealth Advisors
- Met potential clients and gave detailed information about features and advantages of policies offered in professional manner
- Developed investment policy statements, advise on asset allocation, and manage clients' investment portfolio
- Identified client's needs and suggested amount and type of coverage according to analysis of client's situations, utilising high-level persuasion and influential sales techniques
- Oversaw development and supervision of preparation of insurance and delivery of sales
- Created and trained need base selling solutions of different combination of financial products available within company
- Achieved given targets by using resources provided in optimum way
- Motivated, supported and built capacity of team to achieve set targets
- Resolved problems of clients and customers in each time frame
- Maintained up to date CRM; forecasted and reported sales and product, competitor, and market insights
- Key Achievements:
- Consistently achieved YTD sales target
- Won Best Spoke Award for WRP in entire zone
- Efficiently developed innovative marketing initiative and collaborated with marketing department in designing template applicable for whole region
- Generated new business through effective prospecting, telemarketing, territory planning and relationship building
- Monitored and managed staff performance to attain target metrics both individually and team unit
- Produced sales and team productivity reports for analysis, forecasting and improvement-related objectives
- Utilised CRM system to track activities and set appointments
- Increased territorial share by driving new market penetration strategy to address emerging customer and industry needs
- Built and cultivated relationships with customers and turned prospective leads into happy clients by returning messages quickly and answering questions truthfully
- Provided high level of tailored service to each customer, which helped to build lucrative, lasting partnerships
- Identified and resolved issues regarding sales and business strategy
- Evaluated clients' needs and created plan of action to provide solutions
- Instructed sales staff on product protocols, proper utilisation and effective guidance methods to support clinical application of devices
- Applied consultative sales approach and followed strategic marketing initiatives to develop new business
- Trained personnel in proven consultative sales approaches, as well as sales and follow-up processes.
ASSISTANT STORE MANAGER
Best Buy Inc
Gurnee, USA, USA
06.2005 - 03.2006
- Developed and implemented strategic processes, growth-focused plans, and product initiatives to maximize operational productivity and efficiency
- Led and managed sales and marketing operations to achieve enhanced growth
- Prepared accurate written status reports for senior management detailing open action items and launch status
- Oversaw all aspects of merchandising, ordering and maintenance features along with necessary cash and inventory control
- Managed team of 12 per-shift, overseeing rosters, performance coaching and training to drive performance and growth
- Fostered collaborative culture through regular team building and team management
- Handled complaints and compliance issues in timely and efficient manner
- Managed highest volume account in assigned territory by realising consistent improvements in efficiency, and performance through dynamic analytical, leadership, problem-solving, and communication abilities
- Presented innovative digital media marketing presentations to executive decision makers
- Interviewed, hired, and trained 8 staff associates and equipped to comply with company policies and procedures
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
Education
M.B.A - Marketing and E-commerce
Swinburne University of Technology
05.2004
BBA - Hospitality Administration and Management
Kodaikanal Christian College
India05.2000
Skills
- Activity Planning
- Continuous Integration Systems
- Routing Management Planning
- Leadership and team building
- Workforce Data Analysis
- Team mentorship
- Client Implementation Support
- Program Development Documentation
- Ensure Compliance With Policies
- Service Delivery
- Business Process
- System Design
- Program Oversight
- Program Delivery
- Program Scheduling
- Program Coordination
- Program Assessment
- Program Operations
- Program Flow
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Successfully integrated all the reports into Power Bi for better reporting efficiencies.
- Supervised team of 27 staff members and delivered results consistently.
- 28% reduction of nonproductive agent time effectively helping with Admin tasks.
- Saved $800,000 annually and 22% performance improvement
- Collaborated with senior leaders and team members in the development of new reporting method.
- Resolved product issue through consumer testing.
- Achieved data consolidation by proposing Middleware in PSRACS facilities.
Certification
Facility Management Level 2 Certification Design Thinking: Customer Journey Mapping Certification Information Management Certification .
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Program Adviser (PSRACS)
Department Of Health
03.2022 - Current
WORKFORCE PLANNING TEAM MANAGER
HOUSING CALL CENTRE, DFFH
08.2021 - 03.2022
Adviser
STRATEGIC ADIVESR SURGE MOBILITY, Victorian Public Service Commission
09.2020 - 03.2021
DATA-ANALYST
CONTACT TRACING, Human Services
06.2020 - 08.2020
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Department of Treasury and Finance
02.2020 - 08.2021
TERRITORY MANAGER
Medibank
04.2011 - 02.2020
SENIOR SALES CONSULTANT
New York Life Insurance
04.2006 - 11.2010
ASSISTANT STORE MANAGER
Best Buy Inc
06.2005 - 03.2006
M.B.A - Marketing and E-commerce
Swinburne University of Technology
BBA - Hospitality Administration and Management
Kodaikanal Christian College
Facility Management Level 2 Certification Design Thinking: Customer Journey Mapping Certification Information Management Certification .
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