Reporting to the Executive Manager Service Improvement, within the Strategy, Planning & Improvement Pillar.The Robotics & Automation Lead's objective is analyse and deliver tactical and strategic solutions to resolve business problems and reduce manual repeated efforts through automated solutions to the wider nbn business.

Reporting to the Senior Manage of TC4 Business Connect, my role is to provide technical and process expertise to define requirements, implement and manage activation, RSP escalations and RSP enquiry activities within Connect with my expertise operational knowledge of Connect Services and focus on Customer Experience(CX). Working with nbn's Senior Network Engineers, Network Engineers, nbn's chosen Managed Service Partner (MSP) and other various internal and external stakeholders to… Show more Reporting to the Senior Manage of TC4 Business Connect, my role is to provide technical and process expertise to define requirements, implement and manage activation, RSP escalations and RSP enquiry activities within Connect with my expertise operational knowledge of Connect Services and focus on Customer Experience(CX). Working with nbn's Senior Network Engineers, Network Engineers, nbn's chosen Managed Service Partner (MSP) and other various internal and external stakeholders to ensure that connections to SMB Business's are managed within a timely manner within our WBA Guidelines and meeting Service Level Agreements (SLA's)Key Focus of my role are:*Working within a team of Activation Leads to act as a Connection Management hub for escalations, feedback and interlocks with other nbn area's.*Service Delivery*Process Improvement / Maturity and IT Release Management*MSP Performance*Performance & Reporting Show less

My role requires me to work with nbn™'s chosen MSP and monitor performance in order to achieve the company metrics and obligation to the government whilst providing a great Customer Experience.I support our partner by providing training, insights, process and operational improvement opportunities, reporting and automation opportunities;whilst working collaboratively on difficult tasks.I support the business in Escalations relating to FTTN/B/C Technologies from Senior Leadership… Show more My role requires me to work with nbn™'s chosen MSP and monitor performance in order to achieve the company metrics and obligation to the government whilst providing a great Customer Experience.I support our partner by providing training, insights, process and operational improvement opportunities, reporting and automation opportunities;whilst working collaboratively on difficult tasks.I support the business in Escalations relating to FTTN/B/C Technologies from Senior Leadership, Retail Service Providers and other government sector to ensure connectivity takes place with minimum disruption and impact to their business as usual.I remain to hold a SME level of knowledge of nbn™'s products, services, systems and workflows to provide the best End to End experience for both End Users and RSP's. Show less

I currently report to the Technical Team Lead of Quality for Customer Connections, whom oversee's the Quality for our Data Integrity, Manage Order Enquiries and Activate & Complete teams. These teams enable Retail Service Providers to be notified when Orders can be placed to connect their End Users, Raise enquiries or concerns regarding their orders placed or with questions regarding their End User's property, and to complete the activation of the End Users service after the appointment to… Show more I currently report to the Technical Team Lead of Quality for Customer Connections, whom oversee's the Quality for our Data Integrity, Manage Order Enquiries and Activate & Complete teams. These teams enable Retail Service Providers to be notified when Orders can be placed to connect their End Users, Raise enquiries or concerns regarding their orders placed or with questions regarding their End User's property, and to complete the activation of the End Users service after the appointment to provide a working service.In my role as a Quality Analyst is to conduct audits on agents whom action Service Requests and Order Enquiries either via online requests or calls. This is conducted by both onshore and a offshore stakeholders and there is constant stakeholder engagement on trends, defects and improvement opportunities by all stakeholders and discussion of continuous improvement initiatives to manage concerns of risks.I was previously a Quality Analyst for the global Customer Service & Assurance team.I would audit the consultants of the Global Contact Centre of their calls, emails and social media interactions to ensure they adhere to nbn values, the national quality framework and current process and procedures in place.Systems utilised and built knowledge on whilst at nbn:Genesys platform with Verint and Zoom CallRec for interaction reviews, V-Survey for reporting and analysis.Oracle CRMSalesforce CRM and Social Studio - Strong knowledge on reporting measures available in Salesforce.Twist of LimeTableauSharepointKnowledgeable on mapping platforms: Google Maps, EVO maps and Near Maps.Network Tools - Quintiq, Maximo, iPact, Remedy, Comptel, AMSStrong Excel knowledge with self-taught Visual Basic experience.Office Suite Show less

Secondment role in Training Coordinator for HFC Technology within the Global Contact Centre (June 2016 - 6 Weeks)• I had worked with HFC Stakeholders, Case Managers and Business Process owners in a constantly changing time frame to update training, procedures and relevant documents to be distributed to the applicable audiences and had delivered the content across 3 sites to Consultants and Complex Complaint Managers.• The training package and associated documentation/procedure changes… Show more Secondment role in Training Coordinator for HFC Technology within the Global Contact Centre (June 2016 - 6 Weeks)• I had worked with HFC Stakeholders, Case Managers and Business Process owners in a constantly changing time frame to update training, procedures and relevant documents to be distributed to the applicable audiences and had delivered the content across 3 sites to Consultants and Complex Complaint Managers.• The training package and associated documentation/procedure changes were prepared and delivered within a 5 week period to adhere to the commercial commitments of the national launch of the HFC technology.-Secondment as a Senior Consultant in our Global Contact Centre.(November 2015 - over 7 month period)• Developed skills into Senior Consultant, acted in this role on a month-by month on need-of-centre basis and able to cover when necessary.• Assist with providing coaching and training to new staff and inductees to specialst roles, including assistance with introduction of new systems and processes where possible.• Working with Service Improvement, Case Managers and our associated Stakeholders to improve workflow, procedures and our relationships to increase efficiency to avoid escalation.Contact Centre Consultant / Case Follow-up Team • Receive queries and complaints regarding the nbn and the rollout via phone, email, online from the general public,directly from Retail Service Providers and MP's via internal channels, aiming for a first-call resolution in all circumstances to reduce workloads within the centre.• Managing cases to a resolutions that are Complex Queries and Formal Complaints with internal and external stakeholders• Daily administration on progression of volume of cases and assisting with collating data to provide to management and equal distribution of workload to the team.•Working with management and colleagues to improve system reporting efficiency and automation to decrease handling time to increase productivity. Show less

General Sales person for JB Hi-Fi, Specializing in products for Telstra & Communication solutions, mainly consisting of providing Mobiles, Mobile Internet & Home Internet solutions on behalf of Telstra & providing support and Technical advise for these products.Being apart of JB Hi-FI I am able to offer an absolute solution, as I am able to also sell I.T (Computer, Office, Tablets), Entertainment (TV's, Home Audio & Home Automation) as well as Appliance & White Goods (Microwaves, Fridges… Show more General Sales person for JB Hi-Fi, Specializing in products for Telstra & Communication solutions, mainly consisting of providing Mobiles, Mobile Internet & Home Internet solutions on behalf of Telstra & providing support and Technical advise for these products.Being apart of JB Hi-FI I am able to offer an absolute solution, as I am able to also sell I.T (Computer, Office, Tablets), Entertainment (TV's, Home Audio & Home Automation) as well as Appliance & White Goods (Microwaves, Fridges, Washers & Dryers), trying my best to suit the needs of the customer as much as I can.I also have to handle stock-levels within my department, perform fortnightly stock takes, error check contracts & check compliance of contracts and Merchandise the section of my store to a Telstra compliance standardExtensive Oracle (Siebel) knowledge was gained during this time as their primary process system. Show less

Computer & Entertainment support based after-hours.I provided complete setup services for new computers, networks, entertainment systems and also portable devices for personal and business services.As a Technician most of my business was doing system cleanup, antivirus and malware scans and removal, system performance enhancement, backup solutions and computer repair and upgrades in means of software (operating systems) and hardware.Building custom desktop solutions for all… Show more Computer & Entertainment support based after-hours.I provided complete setup services for new computers, networks, entertainment systems and also portable devices for personal and business services.As a Technician most of my business was doing system cleanup, antivirus and malware scans and removal, system performance enhancement, backup solutions and computer repair and upgrades in means of software (operating systems) and hardware.Building custom desktop solutions for all purposes, whether it be for the purposes of just everyday basic use, Business systems, Gaming & Multimedia machines and media centres.Most importantly I made sure that the client understands what I am doing for them and how I am improving their quality of usage and well being with what I am doing, in a non jargon like matter so that there is no confusion which is my main aim.Reasons for this business to currently cease is because of recently relocating interstate and organising to re-establish this business in the Gold Coast, QLD Show less

Job mainly consisted of selling products on behalf of Optus ( Mobile & Home solutions) and also providing a level of Technical Support to customers.Being in a senior role I also took on administration work, this consisted of Cash Handling/Banking, Start & End of Day procedures in regards to the POS Systems, Contract Checking(making sure they were compliant with legal & Optus standard procedures), Ordering of Stock, Stationary & Accessories and also running a weekly stock take procedure