Overview Problem Process Impact
Noah Koshy
Designer · Sydney
Case № 06 Industry

Telstra

As 1 of 3 students across the Faculty of Engineering & IT to receive a Telstra scholarship in 2023, I supported Telstra's enterprise customers for a year, on a team that kept its Salesforce backlog under 10 tickets for the majority of that year, where past years often saw upwards of 50.

RoleBusiness Experience Specialist
Team10 people
Timeline
Telstra Enterprise Certitude Scholarship certificate from UTS Faculty of Engineering & IT, awarded to Noah Koshy in 2023
Note to self
The scholarship certificate, awarded by the UTS Faculty of Engineering & IT for 2023.
The sixty-second version
Problem
In past years, the team supporting Telstra's enterprise customers often saw upwards of 50 backlogged requests, waiting to be actioned.
What I did
As a Business Experience Specialist, I supported Telstra's enterprise customers for a full year, actioning their Salesforce requests, from service usage reports to wideband feasibility assessments.
Result
My time in this role was highly successful, with the team achieving under 10 Salesforce tickets in our backlog for the majority of the year, maintaining a backlog of 0 for a number of months.
1 of 3
students across the Faculty of Engineering & IT to receive the scholarship in 2023
<10 tickets
in the team's Salesforce backlog, for the majority of the year
0 backlog
maintained for a number of months
↓ More details below if you want the reasoning.
§ 01

The Problem

A backlog that, in past years, often sat at upwards of 50 requests.
"Driving customer outcomes - with an absolute commitment to improving customer experience on behalf of Telstra."
What I couldn't change
01 Every request arrived as a Salesforce ticket, to be actioned within agreed SLAs.
02 Delays to my onboarding, due to recent structural changes and a newly appointed team leader.
§ 02

How I got there

From the scholarship application through to the work itself.
The Application
With my WAM well over 65, I was eligible to apply, answering questions on my motivations, attitudes and interests, and why I would be a good fit for the role.
The Interview
An interview with a senior manager, then a further internal review by the UTS scholarship board, who made the offer.
The Team
A team of about 10 for most of my time there, around half of them current or former UTS scholarship recipients, which made settling into the role easier.
The Initiative
Whilst the onboarding and training delays were ongoing, I actively sought out opportunities to shadow senior team members.
The Work
Salesforce requests from enterprise customers, from usage reports and fund transfers to connections and wideband feasibility assessments.
…then the backlog was consistently kept at 0.
Keep scrolling — the wall moves sideways
§ 03

Impact & what I'd change

A team record result, maintained for over 6 months.
Looking back

Due to recent structural changes and a newly appointed team leader, there were delays in my onboarding process. To ensure that I did not waste time, I actively sought out opportunities to shadow more senior team members and learn about the work I would soon find myself doing, so that when formal training came I would be better prepared to understand and apply the teachings more quickly. If I did it again, I would track the backlog week by week, to show the improvement in numbers.

— Noah
Telecommunications 1 of 3, Year-Long Work Experience Scholarship Recipients Salesforce
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© Noah Koshy, 2022-2026.
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