I work with a large, global agile team on TV set-top boxes for a major IPTV and broadcasting company in Australia. Utilising a bespoke JavaScript framework to develop and refactor the user interface codebase to enhance the user experience for our customers.

I work with a large, global agile team on TV set-top boxes for a major IPTV and broadcasting company in Australia. Utilising a bespoke JavaScript framework to develop and refactor the user interface codebase to enhance the user experience for our customers.

As a Tech Trainee at futureproof, I undertook a 13-week training scheme that developed my software engineering skills, preparing me for a career in the tech industry.Through this experience, I gained demonstrative experience with web development using languages like JavaScript, HTML/CSS, and Python, as well as databases like PostgreSQL and MongoDB. I also used testing suites like Jest, pytest, and Enzyme across multiple coding languages during my projects.In addition, I worked within a group to produce a total of 4 projects using industry-standard coding and project management practices. This included working as part of a team to ensure that deadlines were met to a professional standard. Overall, this role provided me with the experience and skills necessary to start my career in the tech industry.

As a Seconded Resource Scheduling Analyst at BT, I was responsible for managing the schedules of agents in multiple call centers. My main goal was to ensure that service levels were stable and met the needs of customers and the business.In this role, I gained experience with scheduling and forecasting using industry-standard WFM tools like NICE IEX. I also developed advanced Excel skills, which were essential for conducting analysis and reporting, as well as implementing automation principles to improve efficiency within our team's workflow.In addition, I had to communicate with employees from all lines of business, including Heads of. This required excellent communication skills and the ability to work effectively with people at all levels of the organization. Overall, this role allowed me to develop a wide range of skills and gain valuable experience in the field of resource scheduling.

As a Case Manager at BT, I was responsible for managing and supporting customers who had complex issues with their Fibre to the Premise (FTTP) services. In this role, I relied on the interpersonal skills I had developed over my tenure to provide a personal touch to my interactions with customers.I also had to have a thorough knowledge of the backend systems used by BT and Openreach to investigate the status of orders and fix any discrepancies. This involved communicating with backend teams and correcting data integrity issues myself to ensure that BT's customers received their services and were kept up-to-date.To keep in contact with my customers and keep them updated, I used an IP phone. I also tracked their complaints and ensured that they were resolved and fed back according to BT and Ofcom policy, showing that we took their issues seriously. Overall, this role allowed me to utilize my skills and knowledge to help customers with their FTTP services.

As a Customer Care Advisor at BT, I was responsible for servicing customers in the Fibre to the Premise (FTTP) space during their order journey. My main focus was on providing a personal service to the customer and managing their expectations.To fulfil this role, I was trained to use new tools and utilize my pre-existing knowledge of order management and data integrity to ensure that orders were processed correctly in our back-end systems and matched all of our databases.Unlike FTTC Customer Care, this role involved both inbound and outbound/offline communication with customers and suppliers during jeopardy periods and to repair orders and deal with customer complaints. This allowed me to gain experience in technical knowledge of Openreach's network in regards to FTTP and Copper provision/faults, as well as strengthening my skills in data integrity and administration.In addition, this role required me to have conflict resolution skills, particularly in high-stress situations that affected both the customer and the business. I also gained experience with Oracle and CRM systems, including the use of workarounds to do my job effectively. Overall, this role provided me with a wide range of skills and experience in customer care.

As a Case Manager at BT, I was responsible for handling cases where the company's customers were experiencing lengthy delays or needed a direct point of contact with a team dedicated to their case. This often required extensive investigation to come to the right resolution.To fulfill this role, I utilized outbound and offline communication with customers and suppliers, strengthening my technical knowledge of Openreach's network in regards to FTTC and Copper provision/faults. This role also required critical thinking skills to fact-find and investigate various backend systems to ensure that I was doing the right thing by the customer and the business.Overall, this role provided me with experience in outbound and offline communication, as well as a deeper understanding of Openreach's network and the critical thinking skills needed to effectively handle complex cases.

As a Customer Care Advisor at BT, I was responsible for servicing customers during their order journey, ensuring that they got and remained connected to the company's services. My main focus was on providing a personal service to the customer and managing their expectations.To fulfill this role, I gained experience in inbound, outbound, and offline communication with customers and suppliers. I also developed technical knowledge of Openreach's network in regards to FTTC and Copper provision/faults.Overall, this role provided me with experience in various forms of communication and a deeper understanding of Openreach's network, allowing me to effectively support customers during their order journey.

As a Freelance Web Developer, I aided in designing and developing an E-commerce website to handle grocery shopping orders. I used HTML5, JavaScript, and CSS3 to design and code the website, while adhering to the W3C standards. I also utilized web-hooks and open-source APIs to find product and stock information. This role further developed my coding skills and taught me how to work with customers to produce a functional and professional looking website.

As a Volunteer at the British Heart Foundation, I was responsible for assisting in the transport of heavy items to the shop floor, managing retail and pricing labels, and delegating tasks to other volunteers where necessary. Through this experience, I was able to achieve eight SMART targets, which strengthened my communication and interpersonal skills.In addition to these duties, I also managed retail and pricing labels on the shop floor and helped in the transport of items. This required me to work effectively as part of a team and strengthened my ability to communicate and work with others.Overall, this was a productive and worthwhile experience that helped me develop valuable skills and improve my ability to be a productive employee in any organization.