Fibre Project Officer

• Oct 2022 - Present

Coordinate and manage between various internal and external teams to ensure effective relationships and ensure that each project runs smoothly and follows relevant policies and procedures. Prioritise assigned Tasks and Milestones in order to deliver projects to meet specified dates in a cost effective and quality manner. Communicate effectively to all stakeholders and customers throughout the project Facilitate Network records & system data through to As Built receipt and approval for projects delivered Support the creation of various reports and other duties as requested. Negotiating site access with relevant stakeholders and comply with legislative requirements including the Telecommunications Act. Communicate & develop strong relationships with key stakeholders internally and externally to ensure contract requirements, status and expectations are met. Contract finance support activities and Business process improvement Generate contract reports to Business Leaders and GM Monitoring internal operations compliance and assurance with the Contract requirements and Service Level Agreements Validate invoices from the Service Partner in line with the Project Managers Responsible for the weekly, monthly, and quarterly Contract performance reports in timely manner Responsible to maintain Progress Dashboards reflecting the Contractual KPIs and performance. Show less

Complex Customer Service Specialist

• Aug 2022 - Nov 2022

Business Provisioning Coordinator

• Oct 2015 - Aug 2022

• PRINCE2® certified. • Network migration project with RSP and account managers, providing effective stakeholder communication, timely risk management and ownership to delivery desired outcome. • High Speed Network Service (HSNS) project on-boarding, delivering broadband service over copper network for businesses, rural schools, and medical centers outside of the fibre roll out deployment, working closely with business managers and training specialists on workflow support and up-skill. • Ongoing support with Property Development/Subdivision team, providing primary communication with property developers, builders and external project consultants. • Business Premium Glass-only provisioning, providing customers point to point fibre connectivity with glass-only variant directly to enterprises CPE. • Business escalation management using Salesforce, working closely with service partners to deliver under pressure with conflicting priorities and meeting strict deadlines. • Accurately maintaining network records and investigating order exceptions with various systems (Nokia AMS 5520, COMPTEL, NFM-P and Netmap/GIS). • Adhering to the national Data Warehouse for business aged WIP reporting. • Support creation and maintenance of business SOP as required, providing consistent processes delivery with business managers. • Having an improvement mind-set and providing suggestions on business procedures to team leaders. • Training support and knowledge development with team members in an open and collaborative manner. Show less

Customer Service Representative

• Jan 2012 - Sep 2015

• Outbound communication with NBN Co for order/fault management. • Inbound service delivery escalation/ Telecommunications Industry Ombudsman (TIO) case management. • Call recording reporting provide telephony quality assurance and continuous improvement. • Developed a strong customer service ethic and empathy. • Maintaining confidentiality and sensitive matters diplomatically and discreetly. • Outbound communication with NBN Co for order/fault management. • Inbound service delivery escalation/ Telecommunications Industry Ombudsman (TIO) case management. • Call recording reporting provide telephony quality assurance and continuous improvement. • Developed a strong customer service ethic and empathy. • Maintaining confidentiality and sensitive matters diplomatically and discreetly.

Retail Store Manager

• Jan 2009 - Dec 2011

• Dealing with walk-in customer queries and escalations, establishing correlations and assurance to provide better customer experience. • Utilises customer feedback and complaints to execute post incident reports and identify issues with process and systems for continuous improvement. • Experience in communicating with a variety of clientele and the ability to adapt communication style to the needs of the audience. • Preparing monthly store sales report and half yearly sales target plan. Show less