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Niaz Boag

Customer care specialist for fixed networks and Tech professional

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Niaz Boag
34 years old
Driving License
Sydney (2749) Australia (New South Wales)
Contact me
Professional Status
Available soon
Unavailable
About Me
I have a passion for everything to do with technology and enjoy sharing this passion with others. I am hard working and work well as part of a team. I have excellent communication skills. I feel I have much to offer any prospective employer.

References:

Justin Harwood: - Team Leader Concentrix (Sydney)
0423157854

Araz Evanian: - Operations Manager Concentrix (Sydney)
Araz.evanian@outlook.com
(mobile on request)
Resume created on DoYouBuzz
Experiences
  • Collaboratively created a Customer Journey map for studying process improvement for FY22-23 NBN offerings with other business units to understand where we need to improve our standing.
  • As a stage owner i went through a research phase to get an idea of what it was like to use our front facing systems and build a picture, with pain-points from data sources such as NPS(voice of the customer) voice of the business to build a Journey Map digitally.
  • ChexMate Squad: deep dive data analysis from varying sources to provide a better understanding of impacts on expert/agent handling of cases
  • Cerebro Squad: early stages of workshop and delivery of framework for implementation of a Decision Engine for a future project for faults self serve for mobile applications, this is currently underway and i have been reviewing current state process flows and process maps to validate the documents with confluence and attending daily standups and workshops for the underpinning logic on the expected outcomes using my knowledge and other sources of knowledge to gather proposals for a solution
  • Providing detailed technical understandings of the logic behind scenarios that are presented by business analysts and squad members to better assist there understanding of systems for the implementation of automation for NBN Digital Case Management
  • Preparing technical documentation on NBN faults, NBN knowledgebase while auditing existing documentation in confluence to refine it so the business analysts can present more effectively and efficiently - training material, stories.
  • Tools used confluence, Jira, Miro, ServiceNow ticketing
  • Bringing proposed changes to key systems to stakeholders through story telling, standups and playbacks.
  • Bug testing in staging environments to provide feedback - logged in Jira while liaising with developers.
  • Lead for onboarding of stakeholders, and centre-managers, SME's and experts into the automated system with userguides created by my throughout my journey
  • Liaised with content update teams and trainers to fix the knowledgebase in our internal content system to better suit the light-touch unified / automation model.
  • Process Mapping of technical systems manual inputs and automated inputs (conveyers)
  • Listened to compliance related sales calls; evaluated calls based on TeX compliance Scorecard and guidelines - tools used were nice, excel.
  • Data entry into multiple data sources and forms to help with tracking trends and gathering for trade.
  • Provided feedback to experts and TL's on process, ACMA and Compliance related knowledge.
  • Improved feedback for missing articles on circle for mandatory markdowns.
  • Attended calibration to be on the same page as leaders and stakeholders.
  • Ensured the highest quality and standards were assured by providing critical feedback to assist in the learning capabilities of the experts.
  • Coordinated with colleagues to make sure performance metrics were delivered on time for performance goals to be presented in trade meetings
  • Coaching Agents on handling of orders, process wise, customer experience and NPS, currently have trained two members of our team who have gone on to become SME's and PEGA Tex mediators.
  • Undergone multiple training units/modules in regards to products, sales and a team leader management, provided by both Optus and Concentrix
  • Escalation management - Deescalation, liaising with other teams and groups to resolve complex issues that is agent facing and company facing phone escalations included.
  • Often liaising with agents + QA's as a single point of contact for process verification and clarification
  • Facilitated in creation of a team wiki/knowledge base on Microsoft teams with bits of hard to find information for case management and tips for success.
  • Set the standard for SME Data Integrity in regards to process, trackers/spreadsheets and communication.
  • Understanding of critical business information systems and processes to assure success
  • Handled team leader duties while team leader is not in or is away and often times taken control of the whole floor, adherence, escalations and getting results.
  • Served as a single point of exception for SME'S and non-SME's alike for resolution and process - gained knowledge and became proficient in multiple systems early on, Helix, NSI, NBNco, Vision, Pega
  • Achievement highlights :Unsung Hero award
  • Fast learner
  • Established strong working relationship between team-leaders and colleagues alike.
  • Adhered to full training provided by employer and agents.
  • Prepared detailed reports for problem faults and resolution when required.
  • Basic creation of technical diagram process handling for specific models of modems for other colleagues/teamleader based on my own knowledgebase
  • Satisfied customers through good knowledge of tools and policies given.
  • transcription of live conversation at 110WPM, handy for notes and information digestion!
Learn more
  • Fully trained after 2 weeks, as Eftpos mobile technician.
  • Software installation and setup of hardware an equipment.
  • Familiarized with inner workings of various POS terminals, kiosks and payment systems as well as integrated software management.
  • problem solving and troubleshooting while working with various different clients hardware.
Learn more
  • Retail and Wholesale catalogue sales
  • Strong memory and learning ability
  • Recognize patterns and organizational skills such as keeping invoices filed correctly
  • Point of Sale through phone and email
  • Maintaining good customer relations
  • Invoicing and printing of orders
  • Checking of new stock, inventory management when short staffed.
  • Inventory and Stock Management
  • Point of sales eg. electronics, computers, televisions.
  • Helped customers get the right product that suits them.
  • Storefront and money handling.
  • Business Management and editorial roles.
  • Substantially reduced number of user complaints about bugs over a period of only 3 weeks.
  • Provided testing over multiple browser platforms that now allows Syncapse to serve content to previously unusable browsers.
  • Tracked and managed time without oversight..
  • Quality assurance testing of technical web based software. Using
    completion.
  • Using online bug tracking systems to report and follow bug fixes till completion. Using web based tools like Firebug to identify software faults and creating and managing structured bug reports
Learn more
  • I spent most of the day on the floor with customers with primarily retail electronics sales, as well as register money handling.
  • stock management and continued contact with suppliers which helped me to establish strong connections with suppliers.
  • Helped people with a range of technical issues and quarrels from setting up phones, routers and other electronic equipment and computers.
Education

National Certificate in Business Systems/ National Certificate in Computing

Otago Polytechnic- Business School

2007
Business Systems, Advertising, OFFICE Systems (Word, Publisher and Excel) Marketing, Management, Employee

Training and Management Technology and Presentations. Administration Skills, Data Entry.

MCITP

Otago Polytechnic

2008
Microsoft Certified Information Technology Professional

­Bachelors Information Technology -Partially Completed-

Otago Polytechnic

2008 to 2009
Network design & administration
Computer architecture and operating systems
Algorithms & Data Structures
Computer programming
Programming & problem solving
Database theory & applications
Application Software Development
Network Management
Artificial Intelligence
Skills

Target Requirements

  • Jira, Confluence, Miro, Word, Visio, Excel, Service Now(ticketing)
  • Marketing, Management Technology, Employee Training
  • (Optus Specific)Jarvis, Helix, NSI, NBNco, PEGA(pegasus), Jira, Confluence, Miro, Service Now. DCM

General Skills

  • Interpersonal and communication skills to converse with users at all levels.
  • Numeracy Skills
  • Strong organizational, time management, accuracy and
  • Superior typing skills - perfect for data entry
  • Ability and willingness to learn new technologies, languages and concepts in a short period of time
  • Cash handling skills
  • Excellent written and verbal communication skills.
  • An aptitude and flair for marketing with the ability to demonstrate problem solving techniques
  • Fluent in English
  • Extensive knowledge of technology terms & current developments
  • Ability to diagnose faults and problems

Computing

  • LAN, WAN, Networking and monitoring
  • Repair, install, upgrade and maintain desktop and notebook computers, printers & scanners.
  • Understanding of HTML, CSS, PHP and JavaScript
  • Proficient in most Windows and Mac applications also experience with the Unix platform
Resume created on DoYouBuzz