• Provided support to customers in Australia and New Zealand• Assisted clients with range of queries including finance support, technical assistance and troubleshooting.• Managed trial program for Multi-location posting• Collated and presented data for Muli-location posting• Provided support and training for new staff

• Analysed work processes for network hand-off, implanted new workflow to reduce failed hand-off by 50% • Developed and delivered test cases in agile environment for Project Unify (Jira, Microsoft Excel, ServiceNow)• Developed and collaborated on a quality assurance program to uplift operators.• Ownership of incidents and responding to escalations for nbn Business and Enhanced service customers• On the day jeopardy management end to end of business cases• Developed initiatives to uplift productivity and customer experience• Trained facilitator for nbn Multi-mix technology program• Support contact for tier 1 Operators (24)• Manage communications and liaison between internal and external nbn stakeholders, such as Leadership, Service Delivery Partners and Retail Service Providers.

• Supported quality assurance and provided feedback and solutions, as SME, of root causes for tier 1 Operators• Created work instructions and processes for FTTC Assurance• Developed test cases for business-ready testing on FTTC Assurance Trial project (Microsoft Excel, Salesforce)• Provided coaching and training to cross-skilled tier 1 Operators for FTTP and FTTC• Identified and led process improvements to enhance efficiencies and productivity.• Efficient management of data which contributed towards successfully resolving service faults and providing accurate data reporting • Resolved escalations from field technicians