Michael Anagnostou

At Australia Post, I am part of a team that strives for excellence in servicing our customers, which motivates me to work towards a common goal with my colleagues

• General management of office duties, including scheduling, managing correspondence, and maintaining organized filing systems.
• Organizing and distributing incoming mail to the appropriate departments or individuals within the office.
• Handling incoming and outgoing parcels, ensuring timely distribution and collection, and maintaining accurate records.
• Managing and documenting any workplace hazards, ensuring that safety data is accurately recorded for reporting and follow-up.
• Managing customer inquiries or cases, ensuring consistent follow-up, and maintaining customer satisfaction.
• Ensuring that mail is redirected appropriately when employees or departments relocate, or handling requests for mail forwarding.
• Performing daily checks of the Distribution Centre (DC) for security, inventory control, or maintenance, and ensuring the facility is securely locked after hours.

Company Overview: Five Good Friends helps people live engaged and successful lives in the homes and communities they love

• Provided dedicated in-home care for elderly family members, ensuring their safety, comfort, and well-being during a critical time.
• Implemented organizational and time-management skills to balance caregiving responsibilities with other commitments.
• Developed a deep understanding of compassionate care practices and the importance of maintaining dignity and respect for individuals.
• Facilitating transport for elderly members to ensure they attend their medical appointments

• Researched and resolved billing discrepancies to enable accurate billing.
• Identified, researched, and resolved billing variances to maintain system accuracy vs TPAMS
• Worked with multiple piers to check proper billing information.
• Reduced errors in financial records by conducting regular audits of billed accounts.
• Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
• Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
• Use of Telstra native systems to ensure correct coding applied and working with the required ONDB teams.
• Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
• Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.

• Onboarding new colleagues into our business area. Stepping them through processes and procedures. Making sure they have a clear understanding of the Channel Support role.
• Providing system access to new staff as well as other teams. E.g. Phoenix, Maxim, WAS, Custdata, Native Systems, mobile access, OOT, All4Biz, NBN portal, ONDB, Console and Siebel.
• Sharing any concerns or issues the team may have when using Phoenix.
• Assigning Phoenix cases manually when required.
• Closing cases on the behalf of Channel Support Specialist when on leave.
• Conducting team meetings to discuss business communications when required.
• Discussing aged cases with colleagues to ensure they’re being resolved for our customers in a timely manner.
• Assisting peers with their KPI’s.

· Updates in Telstra news applicable to the team.

• Focusing on closing aged cases.
• Discussing any OH&S with the team.
• Resolving IT issues whenever possible which will allow our teams to perform, they're daily cases. Eg: PW resets to Mobile Helpdesk, TBB OOT, ONDB, Native Systems.
• Changing level of access by engaging other business units to allow high level requests in being actioned to reduce TIO complaints with instant action.
• Keeping open communication with all internal and external stakeholders.
• Assisting with the rebuild of laptops when staff was migrating from Windows 7 to Windows10 or from desktop to laptop.
• Ongoing Support/Escalation point for the Concierge, Channel Support, Service Delivery and Certitude teams.
• Working closely with MM and DCH Support, to create process documents and ensure a smooth transition of cases starting to be relocated from Sales Support request to Certitude: (TBB OOT, NBN Modification, Inbound Services, TID, DOT, Bigpond, TAM, ISDN 10/20/30, ISDN 2, New Voice and Number redirection.)
• Adhoc requests from MM and DCH Support, Channel Support specialist, Concierge and internal stake holders.
• Continue to be a Systems SME with internal stakeholders
• Communicate updates to Channel Support Teams advising of updates, Process and Links documents.
• Taking part in FTR processes to assist with AXIS Flexcab START, to improve end to end completion times, reduce our case management timelines and ultimately improve our customer satisfaction.
• Monitoring Phoenix Queues, relocating cases to the correct support, to ensure they're actioned by the correct channels to minimize any delays.
• Coaching colleagues across change Concierge/Channel Support.
• Assisted the Fraud Department to prevent Customer scamming.

• Responsible for monitoring dispatchment of tasks to the field.
• Action tasks which fail to automatically schedule.
• Monitor and action tasks in Jeopardy to appropriate area.
• Respond to fast track and escalation requests from other areas of the business.
• Action incoming calls from the Field and Field task support.
• Perform Manual Dispatch for Field CTs.
• Manage action Workflow Deployment inbox.
• Proactively identify work that is unable to be resourced on the day and reschedule with the customer prior to appointment end time.
• Send priority work to recall if there are no resources to meet TCD.
• Check notes in Click Schedule and ESA/Planning override tool for Reschedule Date.
• Offer and create interim/PIPS sub case as required for assurance.
• Enter mandatory notes to record customer contact and reschedules in both CONNECT and host systems, including requirements to record offers of interim and alternate services.
• Perform adhoc activities required for total fire ban/incident management processes.

• Multiple deliver support to various Telstra Business Centre's (TBC), providing case management of customer escalations, product services/complaints management, billing analysis, troubleshooting and commitment delivery
• Coaching and development to TBC staff, colleagues and stakeholders on products, services systems and processes
• Creating opportunities for improvement and collaborating with the area general manager, local area managers, customer service consultants and process managers to implement appropriate and attainable strategies
• Achieve all Service Legal Agreement (SLA) requirements
• Identifying system and process improvement opportunities and represent these changes for implementation as an overall focus on Process Improvement

• Drive sales and continue to grow the company financially using their values and policies in Sales of Telstra Mobile, BigPond and Home phones
• Handling of Stock take and customer escalations
• Having the opportunity to communicate with customers firsthand
• Provided valuable information of understanding and evaluating their needs and wants to price point and coverage that suited their lifestyle

• Mobile Retention in Telstra Enterprise and Government
• Working closely with the Acquisition's team in retaining mobile services
• Working openly as a team player, putting into practice company values and policies helped with prioritizing tasks and resolving trouble shooting to customer's expectations
• Ensuring all acquisitions were met while migrating CDMA customers to Telstra new Next G network
• Working closely with account managers and dealers and retaining a customer relationship to achieve customer satisfaction & continue in providing the right solution for all out mobile customers

• Telstra Exchange work.
• Phone line repairs.
• Installations.
• Cutover's.
• Phone line/ADSL faults and priority assistance call outs.
• Installing and configuring communication systems.
• Troubleshooting and repairing equipment.
• Managing network infrastructure, such as routers, switches, and cables.
• Ensuring systems are operating efficiently and securely.
• Providing customer support for issues related to communication services.

I'm always open to learning and developing new skills of how to be a Communication Technician with no prior experience before commencing the role.

• Dealing with inbound calls for Telstra consumer and business customers.
• Design mobile solutions that streamline customer interactions.
• Resolution of enquires on Mobile/Fixed billing.
• Mobile plan and phone upgrades.
• Providing new Products and Services.
• Mobile/Fixed Technical Support.
• Plan enquires and Problem Solving.
• Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
• Ensure mobile platforms enhance customer experience and increase engagement.
• Analyze existing mobile solutions and identify areas of improvement.