Andy Le Email & Phone Number

Australia

The role of Customer Resolutions Expert entails being able to support customers through their complaints of all products and services that Optus offer.This role built my knowledge towards Supporting/Resolving complaints from Technical to Financial issues customers could be experiencing. It also entails team work which is a big part of the role and being able to reach out to other stakeholders within the business to provide the best customer experience with their resolution.Role-* Creating the best final touch experience that a customer could have.* Managing escalations within a timely matter.* Technical support with Mobile devices, NBN (Internet & Landline) & email issues.* Creating connections with customers and de-escalating the situation to create a better experience.* Being able to negotiate with Customers and other stakeholders to finalise resolutions.* Managing internal escalations & TIO escalations.

Sydney, New South Wales, Australia

Campaign - Optus (Home Connection Expert)With the role of onboarding case management I assisted customers to smoothly transition from Cable/Adsl services to the NBN. Along with my knowledge and experience throughout the role I exceeded expectations and was provided the opportunity to no longer be on the phone with customers and becoming a Subject Matter Expert.NBN Migration SME: 90 person contact centre* Aim was to remove the customer effort and identify / fix issues before the customer knew.* To challenge and improve processes / systems to be more customer friendly and enhance the brand.* Work with other departments and services for increased customer experience. Role:* Assisting my campaign with owning the customer throughout the journey to 30 days after NBN connection* Reduce customer effort in migration from legacy internet to the NBN* Customer management by inbound/outbound phone and messaging platforms.* Value adding services for customers with multiple products* Technical support for all types of internet as required* Billing and retentions trained to apply any needed offers or credits.* Work with other departments/ NBN to fix installation issues* Specialist in provisioning systems for internet* Take customer escalations and resolve them within a timely matter * System exception management * Train/ Coach and facilitate Achievements:* Playing a crucial role in a centre with NPS +60%* Unsung Hero- Monthly award for best performer on my campaign* Subject Matter Expert- Point of escalation for my team/ other teams* Team Leader- Lead my team while my manager was on leave

Sydney, New South Wales, Australia

Warehouse Pick and Pack role.Having worked at The Iconic for just over a year I have developed great time management, team working skills and fast adaptation to new roles due to the constant changing environment. The opportunity gained by working here has also allowed me to be an efficient and responsible worker by constantly meeting KPI targets for the company. *Reaching set KPI to pick the set amount of clothing for orders throughout the day*Picking/packing orders for Same day Deliveries*Sorting rejected orders to be sent back to brand suppliers

Wetherill Park, New South Wales, Australia

Experience while working at Chemist works casual included being a sales person which increased skills of communication as the pop up store was located in the middle of the shopping Centre thus receiving high volumes of customers.

Code Camp King School Penant Hills

Teaching children in Primary school to be able to begin their coding journey.Created games which then could be played on their laptops to tablets.Educating the fundamentals to children through block coding.