Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joel Love

Schofields,NSW

Summary

Project Manager and Business Analyst with 10+ years' experience leading projects, optimising processes, and enhancing customer experience. Strong background in project delivery, stakeholder management, business analysis, financial transformation, and data-driven decision making. Skilled across Agile, PMBOK, and Waterfall methodologies, with expertise in business case development, benefits realisation, and cross-functional collaboration. Known for clear communication, leadership, and strategic problem-solving.

Overview

17
17
years of professional experience

Work History

Senior Optimisation Lead / Project Manager

Optus
01.2019 - 11.2023
  • Full lifecycle project management (initiation to completion).
  • Delivered $2M in annual savings through cost-saving initiatives.
  • Forecasting, budgeting, and financial tracking experience.
  • Data analysis to identify project opportunities and measure benefits realisation.
  • Business case development, strategic planning, sequencing, dependency mapping.
  • Led team of 5 optimisation leads, cross-functional stakeholder collaboration.
  • Implemented RPA, IT enhancements, process improvements.

Customer Experience Project Manager

Virgin Mobile Australia
09.2017 - 01.2019
  • Delivered strategic initiatives for customer experience and operational efficiency.
  • End-to-end project planning, stakeholder engagement, and artefact development.
  • Data-driven reporting and big data analytics to improve service delivery.
  • Supported technical delivery teams and gathered/documented business requirements.

Business Analyst / Back Office Manager

Virgin Mobile Australia
09.2014 - 09.2017
  • Led business process improvements and offshore/onshore operations.
  • Decommissioned legacy systems and migrated to CRM.
  • Developed and maintained process flow diagrams and documentation.

Complants Manager

Virgin Mobile Australia
03.2011 - 09.2014
  • End-to-end case management and root cause analysis for complaints.
  • Delivered reporting and insights to leadership for systemic improvements.

Technical Manager

Virgin Mobile Australia
07.2007 - 03.2011
  • Provided technical training and second-level support.
  • Managed provisioning faults and number porting operations.

Customer Service Representative

Virgin Mobile Australia
02.2007 - 07.2007
  • Handled customer support across billing, technical issues, and account management.

Education

Certificate IV in Applied Project Management -

Australian Institute of Management
Sydney
03-2018

High School Diploma -

St Peter's Catholic College
Tuggerah
11-2003

Skills

  • Project Management: Full lifecycle delivery (initiation to completion), business case development, budgeting, forecasting, benefits realisation, risk and issue management (Agile, Waterfall, PMBOK)
  • Business Analysis: Requirements gathering, user story development, process mapping, gap analysis, business process re-engineering, ICT project support (including DTA standards compliance)
  • Process Optimisation: Workflow redesign, standardisation, automation/RPA implementation, strategic initiative execution
  • Stakeholder Engagement: Cross-functional collaboration, executive reporting, translating technical information into business requirements, workshop facilitation, mentoring and training
  • Tools & Technologies: Microsoft Excel, PowerPoint, Visio, JIRA, Confluence, SharePoint, CRM systems, big data reporting and analysis

Timeline

Senior Optimisation Lead / Project Manager

Optus
01.2019 - 11.2023

Customer Experience Project Manager

Virgin Mobile Australia
09.2017 - 01.2019

Business Analyst / Back Office Manager

Virgin Mobile Australia
09.2014 - 09.2017

Complants Manager

Virgin Mobile Australia
03.2011 - 09.2014

Technical Manager

Virgin Mobile Australia
07.2007 - 03.2011

Customer Service Representative

Virgin Mobile Australia
02.2007 - 07.2007

Certificate IV in Applied Project Management -

Australian Institute of Management

High School Diploma -

St Peter's Catholic College

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Joel Love