Lauren MacLeod
Adelaide,SA
Summary
Dedicated to Knowledge Management across large multi-functional business'. Supporting workforces and enable future technologies by insuring a solid foundations and Frameworks.
Continuous improvement focused with the right tools for the right people for the right reasons. Building strategies highlighting the importance of governance, maintenance and value creation.
Experienced People Leader, with a drive to improve team engagement and inspiring people to reach for the next success while building a safe and productive environment championing diverse skills and backgrounds. Skilled business process modelling and operational needs. Interested legal and/or regulatory requirements of telecommunications.
Passionate Telecommunications professional with a 18 year history of meeting company and personal goals. Skilled in working under pressure and adapting to new situations and challenges.
Overview
18
18
years of professional experience
Work History
Knowledge Management Product Owner
Telstra Corporation
05.2022 - Current
- Built and enhanced internal strategies relating to the creation, governance and maintenance of Knowledge Management within Global Business Services.
- Maintained a strong Psychological safety with in the expanding team, delivering outstanding business results within the knowledge Management space.
- Enhanced product usability by conducting user research and incorporating feedback into development.
- Led product launches, collaborating with various teams to create successful go-to-market strategies.
- Streamlined project management processes for improved efficiency and timely product delivery.
- Allocated and approved team resource usage.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Fostered a culture of continuous improvement through regular retrospective meetings with the team.
- Devised content strategy to effectively engage target audiences.
- Championed user-centric design principles throughout the development process to ensure exceptional user experiences.
- Facilitated open lines of communication between departments to foster an integrated approach to regulatory compliance management across all business units.
- Advised senior leadership on potential risks associated with new products or services from a regulatory perspective before implementation or launch.
- Provided pre-, ongoing, and post-inspection/ Audit follow-up assistance to regulatory and Governing agencies.
- Reduced non-compliance risks with proactive monitoring of changes in relevant legislation and or industry standards affecting Global Business Services operations.
- Implemented regulatory guidance procedures for Telstra in relation to the ACMC's determination on Customer Authentication.
Business-Senior Specialist - Process Engineer
Telstra Corporation
11.2019 - 05.2022
- Analyzed data and trends to identify opportunities for improvement.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated vendor proposals thoroughly, selecting partners who provided the best value for the investment made by the organization.
- Led change management efforts during organizational transitions, mitigating disruptions and maintaining morale among team members.
- Built a strong culture of safety within the team fostering a high performance in demand team.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Followed all company policies and procedures to deliver quality work.
Senior Domain Specialist- Process Transformation
Telstra Corporation
01.2017 - 11.2019
- Designed comprehensive training programs to support team members in acquiring essential skills related to the domain specialty.
- Identified and recommended new products based research and consumer analysis.
- Developed and presented business cases, presentations and reports to senior management.
- Worked with multidisciplinary teams in rollouts, effectively addressing business issues.
- Promoted a culture of continuous learning among team members by sharing insights gleaned from ongoing industry research or participation in professional development activities related to the domain specialty.
- Improved overall efficiency by identifying areas for improvement within the domain and proposing actionable recommendations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained database systems to track and analyze operational data.
- Assisted with regulatory product compliance initiatives such as Pre Port Verification and Mobile Number portability at an industry level with the ACMC, ACCC and the communication alliance.
- Prioritized project-related tasks to efficiently complete essential tasks.
- Monitored competitor activities within the industry landscape, informing strategic decision-making processes accordingly.
- Led product teams of 5-10 for regulatory product compliance on Mobile Porting compliance.
- Managed all regulatory needs for products such as Porting and Mobility.
- Worked with governance committees to make and evaluate plans.
- Oversaw timely preparation and submission of high-quality documentation for registrations, changes and renewals.
- Actively participated in industry conferences and workshops, enhancing professional networks while staying up-to-date on best practices in regulatory affairs management.
Order to Activate Operation Lead
Telstra Corporation
11.2014 - 11.2017
- Managed contact canter operations to achieve timely and accurate delivery of services.
- Led onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Partnered with vendors and suppliers to effectively manage and budget.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Built, analyzed and reported on key performance metrics to senior management.
Deployment Specialist
Telstra Corporation
11.2008 - 11.2014
- Deployed Siebel into Telstra, managed the contact canters training, on boarding, issues resolution and later new build working directly with IT.
- Assisted in the development of customized tools and scripts to expedite routine deployment tasks, saving time and resources.
- Led regular team meetings focused on sharing knowledge and best practices, fostering a collaborative and supportive work environment.
- Oversaw development and maintenance of organization computer systems and intranet.
- Championed the adoption of automation tools to streamline routine tasks, increasing the efficiency of deployment processes and freeing up valuable time for team members.
Contact Centre Agent and Team Leader
Telstra Corporation
11.2005 - 11.2008
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Supervised 15-20 agent's in providing excellent customer service to several segments including, dial- up and immerging Broadband, Satellite services, Business and Domain hosting and retention.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Green Belt Certification - Lean Six Sigma
Averta Business Institute
Online01.2021
Advance Product Management
RMIT University
Melbourne, VIC01.2022
Certificate III - Data Driven Decision Making
Harvard Business Publishing
Online09.2021
Certificate IV - Product Management
RMIT University
Melbourne, VIC01.2021
Certificate IV - Leadership Professional Development Program
La Trobe University
Melbourne, VIC01.2020
Certificate IV - Marketing Management And Research
TAFE SA - International Centre For Hospitality, Tourism, And Food Studies
Adelaide, SA01.2001
Certificate III - Project Planning
University of Tasmania
Hobart, TAS10.2019
Skills
- Knowledge Management Governance & Strategies
- Regulatory and Risk mitigation & implementation
- Operational delivery of large scale programs of work
- Staff & Team Development
- Proposal Development & stakeholder engagement
- Data &Root Cause Analysis
- Performance Evaluations
- Decision-Making
- Cross-departmental Alignment & Relationship Building
- Strategic Planning and implementation
- Corporate Communication
- Agile Methodology & Frameworks
Accomplishments
Professional Awards
2023 - Directors Award - Customer Authentication Determination (ACMA)
2022 - Quarterly Award - Customer Authentication Determination (ACMA)
2021- Quarterly Award - Pre- Port Verification
2020 - Quarterly Award - Cost out, reduction of tasks
2018 - Director Award- Provisioning escalations team
2017 - Extreme award- Mobile Number portability
Timeline
Knowledge Management Product Owner
Telstra Corporation
05.2022 - Current
Business-Senior Specialist - Process Engineer
Telstra Corporation
11.2019 - 05.2022
Senior Domain Specialist- Process Transformation
Telstra Corporation
01.2017 - 11.2019
Order to Activate Operation Lead
Telstra Corporation
11.2014 - 11.2017
Deployment Specialist
Telstra Corporation
11.2008 - 11.2014
Contact Centre Agent and Team Leader
Telstra Corporation
11.2005 - 11.2008
Green Belt Certification - Lean Six Sigma
Averta Business Institute
Advance Product Management
RMIT University
Certificate III - Data Driven Decision Making
Harvard Business Publishing
Certificate IV - Product Management
RMIT University
Certificate IV - Leadership Professional Development Program
La Trobe University
Certificate IV - Marketing Management And Research
TAFE SA - International Centre For Hospitality, Tourism, And Food Studies
Certificate III - Project Planning
University of Tasmania
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