Experience

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• Brazil
• Business Consulting and Services
• 100 - 200 Employee
• Customer Support Specialist

  • Nov 2022 - Present


Partner Wholesale Networks

• Australia
• Telecommunications
• 1 - 100 Employee

• Client Services Support

  • Oct 2019 - Jun 2022

  To provide a superior level of customer care to PWN clients in accordance with company standards and guidelines. The Client Services Representative role is to service accounts, take incoming calls, deal with queries and where appropriate escalate queries, as well as liaising with service providers for provisioning requests and support the billing and collections function. -Handling faults by assisting with troubleshooting, logging faults with the appropriate carrier and resolution, escalating if necessary. Logging and updating all queries via Zendesk and email. -Provide billing support and maintaining databases Act as first point of contact for customers for general, faults and billing queries. Ensure all databases are accurately updated and maintained on daily basis. Submit billing or provisioning requests to administrator for registering and delegation Action jobs allocated by, completing appropriate paperwork and liaising with customers, account managers and telecommunications wholesalers as required. Liaise with Corporate Sales Executives on a regular basis to ensure work is completed in accordance with client request and timeframe stipulated. Develop and maintain quality relationships with customers by continual contact and updates through every stage of allocated job until completion. Ensure all work for new or existing clients is processed in accordance to PWN guidelines i.e. lead times Ensure escalations are minimised and attended to as a priority Actively review and develop policies and procedures, to increase efficiency and effectiveness of department. Show less



nbn™ Australia

• Priority Customer Care Specialist

  • Jul 2017 - Feb 2018

  -Worked as a Subject Matter Specialist in FttP and HFC for Priority Assist services in Case Management of end to end Service Restoration Incidents raised by Retail Service Providers, Escalations raised by Local Mps and Medical Alert escalation referrals -End to end resolution of Customer Retail Service Provider queries on Priority Assitance faults - including resolving escalations, complaints, fault resolving and feedback. -Worked with a high volume workload through inbound calls, emails and internal ticketing systems -Booked , monitored and closed Technician appointments and work orders via Maximo -Answered Field Technician and Field Supervisor calls and e-mails to investigate and resolve faults, and escalate if necessary to resolve complex issues -Engage and liaise with various Delivery Partners and Management, Stakeholders and Customer Delivery Managers when necessary -Thorough understanding of business rules relating to SLA's for Priority Assist and Enhanced SLA Services as well as standard. -Helped identify common trends across faults -Worked with Service Improvement Analysts by providing feedback, insight and assisted with building new workflows and processes for Priority Assist at the creation of the new team. Show less

• Network Operator

  • Aug 2015 - 2017

  -Providing Customer Service to Retail Service Providers and Technicians through on /off call work for various nbn technologies: Fibre to the Premises, HFC, Satellite, Wireless) for Service Assurance -Provide floor support for Onshore and Offshore staff as a Subject Matter Expert -Conducted Ticket quality for team members following the Quality Framework and Work Instructions -Identifying and problem solving faults across various forms of Technology (including Fibre to the Premises, HFC, Wireless and Satellite) -Provided side by side support and coaching for newer team members -Extensive understanding in Customer Service and Assurance (CS&A) for nbnCo. Show less



iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Service Delivery Consultant

  • Sep 2014 - Jan 2015

  -Processing and resolving activation orders for Copper ADSL and Telephony services-Scheduling and booking appointments via Telstra Wholesale Ordering System.-Participating in coaching and activities for new and tenured staff, involving side by side buddying and providing floor support to assist with queries relating to their work and customer escalations

• Technical Support Consultant

  • Jan 2014 - Sep 2014

  -Assisting end users with troubleshooting connection issues and setup for ADSL, Cable and NBN products-Assisted with billing queries and complaints



iPrimus

• Australia
• Telecommunications
• 1 - 100 Employee

• Correspondence Case Manager

  • Jan 2007 - Jan 2009

  -Resolving complaints and disputes via e-mails, letters, faxes and escalations. Referred to Telecommunications laws and legislation as necessary -Assisted with Customer queries via the Live Chat system -Assisted the Customer Relations Team for a secondment term to assist in leading and case managing TIO complaints. -Spent a term as a Escalations Case manager in providing resolutions as a final escalations point -Resolving complaints and disputes via e-mails, letters, faxes and escalations. Referred to Telecommunications laws and legislation as necessary -Assisted with Customer queries via the Live Chat system -Assisted the Customer Relations Team for a secondment term to assist in leading and case managing TIO complaints. -Spent a term as a Escalations Case manager in providing resolutions as a final escalations point