Daniel Kim Email & Phone Number

Paraparaumu, NZ

Auckland, New Zealand

• Managing the end-to-end process for both new and existing customers from receiving the copper and fibre broadband, voice, mobile, power orders right through until completion;
• Ordering and provisioning of both copper and fibre broadband, voice, mobile, power;
• Handling unresolved events and expectations to keep orders on track and liaising with key stakeholders to ensure a high level of support is provided within a timely manner;
• Liaising with vendors and internal departments e.g. Networks to ensure timely service delivery, and to follow up on missed delivery dates;
• Providing a superior customer experience by: - Keeping customers informed and engaged throughout the on-boarding process - Being caring, empathetic and solutions focussed - Making the customer feel special at every.
• Training ex-2Degrees agents post Vocus and 2Degrees merger to be familiar with the Vocus systems and applications;

Auckland, New Zealand

• Daily interaction with the IT Specialists of the wholesale client (e.g. Voyager, Devoli, Plan B) providing guidance on the provisioning and troubleshooting of broadband, VoIP, Tollfree, and SIP Trunks
• Tier 2 support regarding Provisioning related queries for front line agents from organizations that wholesale off the Vocus Network (Sky Broadband, Electric Kiwi, Stuff Fibre)
• Placing orders and monitoring by taking ownership for a smooth and linear customer experience

Auckland, New Zealand

• Managing a team of 24 agents providing feedback, coaching, training sessions
• Running weekly team meetings in the absence of the manager
• Maintaining a knowledge-based portal for newcomers to the team, or for training purposes for existing agents
• Monthly or Bi-monthly meetings with Developers, Business Analysts as well as external suppliers such as Chorus for continuous improvements on daily tasks
• Holding monthly one-on-one meetings with agents

Auckland, New Zealand

• Working on Small/Medium Enterprise accounts providing fibre/copper broadband, voice, mobile services
• Working with Account Managers and Business Development Managers in connecting customers across multiple sites
• Raising Purchase Orders to ensure field technicians are paid on time

Auckland, New Zealand

• Submitting orders for broadband, voice, mobile, power to third party suppliers (e.g. Chorus, NorthPower)
• Taking on tasks escalated by the Telecommunications Dispute Resolution (TDR) regarding customer complaints and VIP customers relating to service provider connection and technical issues
• Providing support and training to front line agents and team leaders of other departments within the organisation regarding connection process queries
• Working closely with Developers to log Product Backlog Items (PBI’s) for continuous improvement on daily tasks

Auckland, New Zealand

• Submitting copper broadband and mobile orders, and also assigned fibre tasks to help with the fibre provisioning during the Government-supported Ultra-Fast Broadband (UFB) rollout programme
• Phone-based provisioning support for front line agents answering broadband, voice, mobile product and process related questions

Auckland, New Zealand

• Identifying and addressing network outages promptly to ensure service downtime is kept to a minimum for a better customer experience
• Managing escalation calls and emails to provide a reasonable outcome for customer satisfaction or setting expectations
• Agent call monitoring for Quality Assurance and provide feedback, coaching, and training opportunities to nurture professional growth for the team
• Queue monitoring to ensure all inbound phone and email queues are covered, especially during peak hours
• Running bi-monthly team meetings with the manager and taking meeting minutes;
• Training new agents on broadband, voice, mobile products, and connection and troubleshooting processes

Auckland, New Zealand

• Demonstrating a strong foundation in communication and problem-solving skills to foster relationships with clients across diverse channels
• Setting expectations, and building rapport with the clients in a highly intense contact centre environment
• Troubleshooting complex technical broadband, voice, mobile, email issues whilst maintaining high KPI’s (Productivity, First Call Resolution, Average Call Handling Time)
• Supporting multiple brands under Vocus (Slingshot, Orcon, Flip, Stuff Fibre, Skinny Mobile) under Vocus

Auckland, New Zealand

• Creating a floor plan and an active directory for employees of Fisher & Paykel using SharePoint as a University final year project;
• Being the point of contact between the project team and the client