Experience

MyRepublic Australia

• Australia
• Technology, Information and Internet
• 1 - 100 Employee

• Product Operations Manager

  • Nov 2017 - Present



ACN Pacific

• Telecommunications
• 100 - 200 Employee

• Products Team Specialist - Mobile and VoIP

  • Aug 2011 - Jun 2017

  This role assumes responsibility for supporting the development and maintenance of the customer experience in Australia and New Zealand for both the Mobile (voice and broadband) and VoIP products. This position plays a key role in the implementation and maintenance of market driven commercial and operational processes as they affect the end-to-end customer experience and analysis of customer demographic, behavioural and product usage data to support product related decision-making.

• Product Specialist - VoIP (AU and NZ)

  • May 2009 - Jul 2011

  As part of the Operations group this role was responsible for identifying and resolving all system and operational issues related to product operations, including but not limited to VOIP, Video Phone and Agency agreements. Responsibilities also included the analysis of customer data and maintaining data integrity across all ACN and Agency systems and interfaces. Also maintaining positive business relationships with key partners and internal stakeholders.



ACN Pacific

• Telecommunications
• 100 - 200 Employee

• Test Analyst

  • Jul 2008 - Feb 2009

  Systems / software testing role where responsibilities included the preparation of test plans, test cases, preparing of test data and environments and executing functional, usability and regression tests.

• Knowledge Base Administrator

  • Jul 2006 - Jun 2008

  The prime responsibility of this role was to manage the collection, organisation, publication and maintenance of all operational knowledge, business processes, news and packaging this information for use by the Contact Centre and other internal parties.

• Customer Relations Manager

  • Dec 2004 - Jun 2006

  The management of Telecommunications Industry Ombudsmen (TIO) complaints and ensuring that issues are resolved within the specified time frame and to the satisfaction of all parties involved.Identifying trends and providing the training department with relevant information to enhance learning and development.



Melbourne South

• Australia
• IT Services and IT Consulting
• 200 - 300 Employee

• Dispute Resolution Officer

  • Feb 2003 - Nov 2004

  Liaise with and resolve all reported Telecommunications Industry Ombudsmen (TIO) and management escalation complaints as required, ensuring that a suitable resolution is negotiated for both the customer and the business. This role also required the management of Telstra compensation claims in relation to loss of service. This involved gathering documents supporting any financial loss from the customer and formally submitting the claim to Telstra on the customer’s behalf. Liaise with and resolve all reported Telecommunications Industry Ombudsmen (TIO) and management escalation complaints as required, ensuring that a suitable resolution is negotiated for both the customer and the business. This role also required the management of Telstra compensation claims in relation to loss of service. This involved gathering documents supporting any financial loss from the customer and formally submitting the claim to Telstra on the customer’s behalf.