QA Tester

• Apr 2023 - Present

Technical Support Engineer

• Apr 2016 - May 2023

Customer Service Agent

• Feb 2015 - Mar 2016

Technical Support Consultant II

• May 2008 - Oct 2014

The Mobile Porting Support (MPS) Representative, works as part of the Optus Mobile Technical Support area (MTS) and is responsible for being the point of contact within Optus for a variety of mobile number portability issues. This position is the first level contact for external carriers such as Vodafone, Telstra, Hutchison, 3 and other third party mobile number portability participants. As many of these parties are our direct competitors, the ability to multitask and provide effective resolution in a friendly and professional manner is paramount to ensure the Optus brand image retains its high level of integrity. Show less

General Activations Representative

• Sep 2007 - May 2008

The General Activations Representative is responsible for quality checking orders of LAT, DTV, LIP and Cable Internet installations, applying feedback when necessary, rescheduling and informing customers in a professional manner when a delay occurs with an order. This role was partly self managed, representatives are required to report their productivity on daily basis.

Senior Agent

• Nov 2005 - Sep 2007

Primary focus includes mobile technical support and organising the repair and replacement of mobile phones. My duties require me to look after the centre's email drop box, interacting with customers, and answering more difficult technical support questions that cannot be resolved by junior agents. I also compile daily spreadsheet-based reports for management detailing outbound level 1 and level 2 emails which. Other duties I have undertaken have included training of new and experienced agents, assisting agents in care bay, call auditing. Show less