Michael Le Email & Phone Number

Cremorne, Victoria, Australia

• 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

Melbourne, Australia

• 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

Melbourne

• 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

Melbourne, Australia

Springvale