Experience

Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Frontline Technology Specialist | Contact Centres

  • Aug 2021 - Present

• Service Operations Specialist

  • Aug 2018 - Aug 2021

  Eliminate wastes, repair/redesign broken processes and plugging revenue leaks with laser focus on putting customers, front and centre.

• Senior Case Management Consultant

  • Jan 2016 - Aug 2021

  -Handle escalations and ensure best outcome for customers for Fixed services.-Generate new ideas and processes to improve customer experience and reduce waste.-Create culture of knowledge and expertise and doing things right by the customer and the business.-Ensure right decisions are made that are backed by reporting and data analysis.-Communicate and provide regular updates to management and partner sites-Provide SME support for internal and external projects and initiatives Show less

• Case Management Consultant - Fixed Service

  • Jul 2014 - Jan 2016

  Outbound technical support and service assurance for Fixed services including NBN, HFC, ULL, and TV.

• Technical Support Consultant

  • Nov 2009 - Jul 2014

  Inbound technical support for HFC and TV products



HCF Australia

• Australia
• Insurance
• 700 & Above Employee

• Various - Admin Assistant/Relief Team Leader and Customer Service

  • Feb 2003 - Nov 2009

  -Provide support and leadership in absence of Team Leader to 14 Box Hill agents -Provide support and resolution to staff and members with complex enquiries, such as orthodontic benefit entitlements, prosthesis, cosmetic surgery, IVF and podiatric surgery -Update Administrative Reports-Daily/Weekly/Monthly -Handle escalated member and provider enquiries -Liaise with suppliers to resolve account discrepancies or for service requests -Provide support and leadership in absence of Team Leader to 14 Box Hill agents -Provide support and resolution to staff and members with complex enquiries, such as orthodontic benefit entitlements, prosthesis, cosmetic surgery, IVF and podiatric surgery -Update Administrative Reports-Daily/Weekly/Monthly -Handle escalated member and provider enquiries -Liaise with suppliers to resolve account discrepancies or for service requests