Robert Donaldson Email & Phone Number

Wellington Region, New Zealand

Wellington, Wellington Region, New Zealand

Wellington & Wairarapa, New Zealand

This agile role had me performing functional testing across a diverse range of mobile products including:* Usability Testing* Mobile Testing* Field Testing* Radio Frequency Conformance TestingEngaging with multiple stakeholders to effectively manage defect identification, verification and resolution throughout each products respective lifecycle.Assisted with product suitability assessment by running exploratory testing and providing feedback on my observations to ensure there is confidence in high quality product releases.

Wellington

Providing functional user acceptance testing within Sparks mobile device space including live field, RF and general device user acceptance testing.

Auckland

This was a varied role where I could put a number of different skills to use on a wide range of deliverables including:* Identifying and closing knowledge gaps with technical customer service staff through feedback and coaching.* Managing service impacting incidents by performing trend analysis and reporting.* Ensuring the smooth flow of the call centre by proactively engaging the leadership team and resource planners to balance staff resource to where the customer demand was as required.* Providing advice assistance to off shore call centre staff to help build thier capability and confidence to improve the first contact point customers had with the business.

Auckland

This role involved providing 2nd level technical support for customers over both telephone and email.I predominantly focused within the mobile support space but also provided support for email services, liaising with 3rd level support teams as required.I constantly looked out for process improvement opportunities where possible and wrote a user guide for one of the systems that we used for mobile troubleshooting when there was insufficient documentation available at the time which was later integrated in a later release.I got involved and lead a project to help establish improved communications and a mutual feedback loop between our various call centre channels. This allowed me to reduce the number of invalid transfers and boost first call resolution for an overall improved customer experience.

Auckland

This is a role taken up as the result of Woosh buying Quicksilver, I elected to take this role and engaged with my fellow team members to transition to the new company to ensure that the same high level of service carried through for our customer base.During my time here in recognition of the strong repore and respect I had garnered from my team I was delegated a number of 2IC leadership responsibilities in my team leaders absence including:- Escalation management- Call queue monitoring I produced materials and facilitated training in ADSL technology and customer management systems to the Woosh staff.I proactively managed shortfall of resources on the Quicksilver phone queue by spending my own time manning the queue solo where required.

Auckland, New Zealand

During my time at Quicksilver I further developed my existing skills in Customer Services by providing billing, technical support and sales services for customers in both inbound phone and email capacities..- Fault Identification and Resolution- Technical Documentation- TrainingI took on additional responsibilities including briefly taking on tasks traditionally handled by the senior team members including email security and updating of customer facing information on the website and IVR system.

Computer Technology/Computer Systems Technology

Education record