• Provide testing services for domestic and international telephony architecture to validate connectivity and performance for inbound services.• Validate calling plans have correct terminations and have been properly set up in appropriate programme setups to direct to correct programmes.• Develop submission mechanisms to identify testing requirements to various vendors and internal resources.• Develop and maintain reporting structures for communicating test results to internal and external customers.• Submit remediation plans to necessary internal and external resources to resolve failures identified in the testing protocols• Track and maintain open issues through resolution.• Work with other members of the Telecom group to implement continuous improvements through best practises and maintain best-of-class telephony offerings for each operational country where NAVEX telephony services are provided.• Implement and maintain service level agreements (SLA) for testing services and ensure adherence to the published timelines.• Coordinate and maintain corporate testing of lines within specific countries deemed at risk for line loss due to non-usage.• Participate in IT-related and other special projects, or responsibilities as assigned

As a Tier | Support Specialist, I worked in a busy team providing software support to external customers. The role included answering incoming calls from external customers, logging queries, issuing support log tickets and proactively managing the issues through to resolution

This was a role whereby I had to liaise with multiple departments within Openreach to ensure we promptly reacted with providing service to vulnerable customers and Brand affecting scenarios, within this role I was: -• Responsible for ensuring vulnerable customers are dealt with in a professional, urgent, and empathetic manner. This extended to include vulnerable customers during the COVID 19 pandemic. • Work closely with the Welfare Team to ensure the process is completed to the customers satisfaction • Escalate any serious issues to the Case Manager and appropriate Case Specialist• Monitor and respond to email requests, queries, escalations, appointment expedites, and any root cause analysis requests received in group inbox and ensure emails are responded to in a timely and appropriate manner • Actively support and update customers and external parties via Openreach electronic systems both written and verbally. • Carry out work by following existing processes and procedures and proactively work to improve with team leader and manager when required.

This role involved dealing with Premium Business customers, this involved dealing with solely high profile and high revenue generating business accounts that required a custom-tailored, first-class service.• Responsible for resolving issues for customers with Premium Lines, providing case management for complex/problematic provision or repair jobs. • Reduce the number of our customers who experience a painful journey for Provision and Repair• Increase the number of customers we help, before they need to call in and complain• Create a customer service experience that manages the journey before it fails• Own the journey resolution and learn from the root causes

This role involved working in a team who were responsible for progressing provision orders that required manual intervention to ensure that they were successfully completed.• First point of contact to assist, update, and advise service providers on the status of their fault reports, responsible for engaging and liaising between service provider and business management in resolving outstanding fault reports.• Dealt with fault reports if copper fault is linked to a fibre fault.• Engage other Departments to gain support in helping to resolve customer issues. Analyse causes of complex queries and escalations and can put effective resolution plans in place. • Provide updates to Openreach customers regarding progress within agreed timescales • Ensure quality notes are added to Openreach systems, detailing actions taken to provide an audit trail and a clear view to other departments and the customer of expected next steps and resolution dates proactively maintain a degree of knowledge relevant to the role of the Openreach access network and the products and services it supports, nominated as an internal trainer for business needs.• Worked as part of a team; case managing and owning bundled orders to ensure completed by the customer required by date, this involved liaising with customers, engineers, Local Operational managers, and other departments such as planning/survey, New sites and Network Solutions.

• Analyse test results on fault reports to understand the condition and stability of the copper line. • Establish if there is a fault on the line by reading and analysing the metrics, and if need be, do some manual tests on the line to ascertain if there is a fault or not • Identify exactly where their fault is so that I dispatch the fault to a specific location to ensure the correct engineer attends to the fault.

• Residential Fault Management Centre My Help & Support Team Coach, 21 team members• Residential Fault Management Centre Customer Service Advisor • Customer Service Adviser• Through Night Fault Management Advisor • Residential Fault Management Centre