Nigel Harding Email & Phone Number

Melbourne, Victoria, Australia

• Responsible for receiving, detecting, diagnosing, testing and resolving second level service difficulties/incidents across all nbn residential and HFC services.• Key accountability includes resolving and taking full ownership for complex incident resolution ensuring no further repeats related to the original incident, minimising rework and progression to a Customer escalation.• Fulfil the duty as a technology subject matter expert (SME) for tier 1 activities and undertake root cause analysis to identify and understand fault patterns and trends in a variety of scenarios across multiple technologies. Engages in process improvement and project implementation activities to reduce volume or cost for your technology.• Communicates clearly and succinctly with a wider range of stakeholders, including managed service providers, retail service providers and field workforce on complex technical issues to gather information and accurately resolve for a wide range of service issues.Change Champion: • Selected to perform a change champion role which aimed to communicate upcoming change to our multiple Technology assurance teams across Sydney and Melbourne.Recognition from the Field Area Manager Consistently provides timely professional technical support and assistance to VIC IWF HFC CFT staff and Area Manager. Significantly improving ticket throughput and escalation ease.

• Aimed for a first time resolution, responsible for diagnosing faults raised by RSPs, and aiding technicians in trouble-shooting. • Prioritised incidents, including all other interactions from nbn’s customers are diagnosed and actioned according to nbn’s internal and external Service Level Agreements (SLAs)

Melbourne, Victoria, Australia

• Serve as the frontline triage point of contact for general enquires, technical and other support related enquiries raised by customers and partners through phone and/or email. • Communicate in verbal and written in professional effective and culturally respectful manner in order to rapport and establish specific customer needs. • Provide a high level of customer service skills to communicate with various audiences while offering empathy and compassion where possible. • Evaluate, categorise and determine best course of action for each interaction in terms of complexity, adopting first call resolution, and/or reassign, escalation of designated guidelines.

Melbourne, Victoria, Australia

• Serve as the primary point of contact for technical and other support related enquiries raised by customers and partners through phone and/or email. • Deliver accurate, complete, reliable, and timely information to customers, while maintaining effective communication during each interaction by adjusting communication style to the audience’s technical understanding. • Evaluate customers’ issues, diagnose concerns, and subsequently escalate and direct the problem to the appropriate support department in compliance with the company’s protocols and procedures. • Enhance customer experience by educating them on available support options and actions taken to resolve specific issues raised. • Accurately log and document all customer interactions to the proprietary contact management system. Key achievements: • Received ‘Commitment Award’ for demonstrating enthusiasm and engagement and for going above and beyond expectations to help enhance service delivery to clients. • Championed a supportive learning environment by facilitating one-on-one and group coaching sessions and new employee inductions while strictly adhering to business procedures and policies. • Enhanced the skill set and confidence of junior staff members by monitoring and assessing calls and offering constructive feedback and encouragement, as part of the company’s Mentoring Framework.

• Undertook retail sales and customer service activities to help meet and surpass sales targets and customer service satisfaction.• Met personal sales targets by leveraging active listening and consultative selling skills, alongside technical product knowledge, to promote a wide variety of mobile phones. • Effectively interacted with prospects to increase interests and qualify leads utilising a keen understanding of product offerings and the ability to close deals by communicating the value propositions of mobile devices. • Leveraged sound understanding of the store’s policies and regulations to respond to customer enquiries on warranties, refunds, and exchanges. Communicated complex customer concerns to the supervisor for a timely resolution. Key Achievements: • Achieved high levels of customer satisfaction by leveraging a customer-centric technique that educated and engaged customers through product demonstrations.• Attained a high score in a mystery shopper audit carried out by the Head of Woolworths Telecommunications for complying with all the prescribed sales pitch.

• Carried out a high volume of cold calls on a daily basis to offer information and promote the company’s products to prospects. • Delivered excellent customer experience by engaging with potential clients, building rapport, and ensuring that all customers were getting the best value. • Obtained and evaluated information on the client’s needs and problems in order to offer appropriate product assistance.

Read United States (US) real estate contracts and suggests word changes to the contract. Liaise with US property agents via email Prepare for International calls to USA, find area code, and check time difference. Assist with paying US property bills via phone and PayPal. Assist with International money transfers via OzForex using the US wire transfer method to Australia over 5 day period Send registered international mail to US.Prepare documents for Australian Tax returns and for US Tax return. Photocopying and scanning multiple documents.

Bachelor Of Commerce (B.Com.), Entrepreneurship And Innovation

Advanced Diploma Of Business Management, Business Administration And Management, General

Virtual Enterprise

Diploma Of Business, Business Administration And Management, General

Certificate Iv In Business, Business Administration And Management, General

Certificate Iii In Business, Business Administration And Management, General, Hd 95%

Activities and Societies: Virtual Enterprise