Robert Ian Canda Email & Phone Number

Melbourne, Vic, Au

Brisbane City, Queensland, Australia

• Lead the allocation of work as a result of customer and management requests, including: -Leading the communication with the customers, providing ETA's, notification of attendance and attendance requirements. -Understanding and prioritizing safety, corporate, top tier, non-compliant related work. -Working with the Field Manager on Daily STAR (Service Technician Activity Review) tasks, including non-compliant and awaiting correction Work Orders. -Following up with… Show more • Lead the allocation of work as a result of customer and management requests, including: -Leading the communication with the customers, providing ETA's, notification of attendance and attendance requirements. -Understanding and prioritizing safety, corporate, top tier, non-compliant related work. -Working with the Field Manager on Daily STAR (Service Technician Activity Review) tasks, including non-compliant and awaiting correction Work Orders. -Following up with technician's and agent's progress and completeness of data in ServiceMax. -Creating daily revisits, after-hours follow ups, inductions whilst updating work orders, account and IP notes. -Capture non-standard events on Field Activity work orders.• Administer all rescheduling in instances of absenteeism and effectively communicate amendments to relevant stakeholders• Manage all incoming calls from the Customer Service & Support teams.• Awareness and management of on-call work.• Promote communication between Service, Sales and Technical Support• Support Technical & Service Management team with administrative duties as required• Generate reporting as required• Conduct business in line with applicable laws and regulations, as well as with global and local policies and procedures and the companies code of conduct. Show less

Cremorne, Victoria, Australia

o Monitor, Action and respond to messages via phone and email. o On the Day Jeopardy Management. o Monitoring any SLA and are being prioritised on the dayo Answer N2P Complaint call and direct concern to relevant teams via Email o Create Prison Ticket of Work and meet P1-P2 target SLA o Logging Technicians into Tracking for HSE purposes o Dispatch priority Network Assurance ticket to field and escalate when necessaryo 24/7(4days on 5 days off) 7am-7pm/7pm7am shift… Show more o Monitor, Action and respond to messages via phone and email. o On the Day Jeopardy Management. o Monitoring any SLA and are being prioritised on the dayo Answer N2P Complaint call and direct concern to relevant teams via Email o Create Prison Ticket of Work and meet P1-P2 target SLA o Logging Technicians into Tracking for HSE purposes o Dispatch priority Network Assurance ticket to field and escalate when necessaryo 24/7(4days on 5 days off) 7am-7pm/7pm7am shift workero Dispatch P1-4 jobs for AGFMAo Change priority when required and agreed by Client/Service delivery Leado AGFMA follow-up on on-site/madesafe failure with Vendorso Look after Jeopardy P1's and follow-up with vendors if they are able to meet the on-site SLA.o P1-4 Rejection clean-up. Dispatch to correct Vendor or escalate with Servide Delivery Lead to meet SLAo Answer Team Inbox or Triage Teams Messages o Email Previous days Fails to Stakeholders Show less

Melbourne, Victoria, Australia

o Provide WOC with technical Subject matter Expertise by utilizing previous experience across, planning, scheduling and OTD jeopardy management.o Conduct coaching/training and quality compliance programs within WOC.o Continuous drive in improving WOC Process/work instructions with a strong focus on identification andreplication of WOC best practices.o Generating reports/dashboards identifying opportunities to improve operational efficiencies. Built 33 Dashboards for WOC and… Show more o Provide WOC with technical Subject matter Expertise by utilizing previous experience across, planning, scheduling and OTD jeopardy management.o Conduct coaching/training and quality compliance programs within WOC.o Continuous drive in improving WOC Process/work instructions with a strong focus on identification andreplication of WOC best practices.o Generating reports/dashboards identifying opportunities to improve operational efficiencies. Built 33 Dashboards for WOC and 500+ reports.o Manage/Update No Go Zone information and communicate to WOC Centre and Field.o UAT Tester for any MR Releases and action any Defect retesting when required.o Point of contact within WOC Team for any Issues their Field Tech is experiencing with SMAX GO Appo Run through basic functions of SMAX GO APP for new staff to better understand the right flow on how a FT actions a WO – also to SDP’s Field Team if required. Show less

Melbourne, Victoria, Australia

o Provide WOC with technical Subject matter Expertise by utilizing previous experience across, planning, scheduling and OTD jeopardy management.o Conduct coaching/training and quality compliance programs within WOC.o Continuous drive in improving WOC Process/work instructions with a strong focus on identification and replication of WOC best practices.o Generating reports/dashboards identifying opportunities to improve operational efficiencies. Built 33 Dashboards for WOC and 500+… Show more o Provide WOC with technical Subject matter Expertise by utilizing previous experience across, planning, scheduling and OTD jeopardy management.o Conduct coaching/training and quality compliance programs within WOC.o Continuous drive in improving WOC Process/work instructions with a strong focus on identification and replication of WOC best practices.o Generating reports/dashboards identifying opportunities to improve operational efficiencies. Built 33 Dashboards for WOC and 500+ reports.o Manage/Update No Go Zone information and communicate to WOC Centre and Field.o UAT Tester for any MR Releases and action any Defect retesting when required.o Point of contact within WOC Team for any Issues their Field Tech is experiencing with SMAX GO Appo Run through basic functions of SMAX GO APP for new staff to better understand the right flow on how a FT actions a WO – also to SDP’s Field Team if required. Show less

Melbourne, Australia

o Provide subject matter expertise.o Improve and Implement Process within Foxtel and share best practices in on the day jeopardy management. o Drill down Issues and providing action plan to meet KPI's/Targets.o Provide Coaching.o 1on1 Performance catch-up/reviews with On the Day staff.o Handle Rostering for Tandem Permanent/Casual Staff every month; also approving Leaves.o Attending Cadence meeting with Field Supervisors and Field Area managers flagging Issues/Feedback… Show more o Provide subject matter expertise.o Improve and Implement Process within Foxtel and share best practices in on the day jeopardy management. o Drill down Issues and providing action plan to meet KPI's/Targets.o Provide Coaching.o 1on1 Performance catch-up/reviews with On the Day staff.o Handle Rostering for Tandem Permanent/Casual Staff every month; also approving Leaves.o Attending Cadence meeting with Field Supervisors and Field Area managers flagging Issues/Feedback from Command Centre.o Attending Cadence meeting with Foxtel Lead/management for any changes/process updates that needs tobe shared/implemented in Command Centre.o Monitoring at-risk Jobs on the day and flagging on the day staff if follow-up required. o Generating Performance report for Command Centre and Field. Show less

Brisbane, Queensland, Australia

o Provide subject matter expertise.o Drill down OMMA NRA nationally.o Provide Coaching/Feedback to Workflow Team and Field.o Training new staff and sharing best practices.o Escalating any P4 Ticket of Works to Field Managers and to M&CP if required.o Monitoring All Priority SAM ID's requested by NBNCo are completed nationally.o Negating the change of Plan on the day as per request by NBNCo if required.o Attending Cadence Meeting with NBNCo.o Providing Update and… Show more o Provide subject matter expertise.o Drill down OMMA NRA nationally.o Provide Coaching/Feedback to Workflow Team and Field.o Training new staff and sharing best practices.o Escalating any P4 Ticket of Works to Field Managers and to M&CP if required.o Monitoring All Priority SAM ID's requested by NBNCo are completed nationally.o Negating the change of Plan on the day as per request by NBNCo if required.o Attending Cadence Meeting with NBNCo.o Providing Update and Follow-ups to NBNCo in relation to SAM's on the day.o Direct escalation point of contact for NBNCo.o Utilize detailed analysis of Geography, CT Efficiency and Skills allocate tasks base on business Priorities.o Manage of work in progress to meet agreed performance measures.o Feedback to stakeholders any non-compliance to review areas for improvement and driving productivity.o Monitor, Action and respond to messages via phone and email.o On the Day Jeopardy Management.o Monitoring any CSG/SLA and MPA are being prioritized on the day. Show less

Brisbane, Australia

o Monitor, Action and respond to messages via phone and email.o On the Day Jeopardy Management.o Monitoring any CSG/SLA and MPA are being prioritized on the day.o Liaising with Field Technicians and Field Managers to follow-up Incomplete work on the day.o Contacting Customers to reschedule, following agreed scripting, entering relevant notes to record customer contact.o Lodging complaints if required.o Respond to fast track and escalation request from Stakeholders.o… Show more o Monitor, Action and respond to messages via phone and email.o On the Day Jeopardy Management.o Monitoring any CSG/SLA and MPA are being prioritized on the day.o Liaising with Field Technicians and Field Managers to follow-up Incomplete work on the day.o Contacting Customers to reschedule, following agreed scripting, entering relevant notes to record customer contact.o Lodging complaints if required.o Respond to fast track and escalation request from Stakeholders.o Utilize detailed analysis of Local Geography, CT Efficiency, and skills to allocate tasks base on BusinessPriorities.o Planning and Forecasting Jobs for Fibre Connection Project in Southbank Brisbaneo Attending Cadence Meeting with Stakeholders. Show less

o Actioning Win Back Customer orders from Telstra Sales.o Contacting customer and entering relevant notes to record customer contact and to advise Order is beingcase managed and customer can contact us directly with any Issues or concerns until Order is completed.o Processing Orders in Relevant Systems to meet customer expectations.o Reading Terms and Conditions to customer before submitting orders.o Siebel System - providing subject matter expertise to all Case Managers… Show more o Actioning Win Back Customer orders from Telstra Sales.o Contacting customer and entering relevant notes to record customer contact and to advise Order is beingcase managed and customer can contact us directly with any Issues or concerns until Order is completed.o Processing Orders in Relevant Systems to meet customer expectations.o Reading Terms and Conditions to customer before submitting orders.o Siebel System - providing subject matter expertise to all Case Managers with any Error and providing action steps and procedures to fix and complete sales orders.o Answering Escalation Calls from Case Managers when required.o Providing overnight service to send ADSL modems and inputting ADSL Codes and activating service for escalated customers.o Process Refunds/Credits/Free service for a few months for the team if this meets criteria and approval fromCentre Manager. Show less

Auckland, New Zealand

o Answer Inbound Calls to support customer needs.o Adhere to government monetary regulations.o Complete Administration tasks assigned by customer via mail, email, and fax. o Advising customer on all aspects of their contract obligations.o Process refunds and missing payments as required.o Process Credit cards/Car loans application and upselling GE Money Insurance. o Arrange Cancelations of Insurance Policies and contracts as required.

Auckland, New Zealand

o Managed patient care as well as medications, orders, and treatments.o Monitor Cardiac and physical status of the patient under care.o Maintain patients' critical records and assisted with execution of physician's orders.o Administered treatments and sterile procedures.o Monitoring Patients Conditions by taking temperatures, pulse, respirations, and weights when required. o Assessed, documented, and provide wound care.o On-call