Sheldon Ryan

Key Achievements

• ~1.5% Held Order rate by diligently driving Quality & Held Order process and there by significantly lesser volume of HOs than compared to any major previous Build programs.
• Operational delivery (~10K + transactions) of multiple activities such as RIPE, QC, QI, FQA, Progressive Payment, and other Adhoc activities was completed successfully in past 4 years.
• Passed 2.7 Mil locs for N2P under RIPE Process.
  
  Position responsibilities
• Multiple functions within the Solution, Capability & Delivery Team.
  Provided voice of the customer support for Held Orders resulting in clearer data quality and reporting for our shareholders.
• Workflow administrator of Work Order Management System (TOW System) by reporting and fixing any errors in a timely manner.
• Implementing changes to the WOMS process workflow and updating the WOMS QRG handbook.
• Lead governance forums/interlocks with cross-stream programs/groups such as the Operational Governance and SAM Progress report meetings.

Key achievements
• Triaged over 20,000 addresses, confirming their requirements, and making them serviceable, including directing them to desktop solutions or sending for design and construction.
• Batched and allocated over 200 addresses per week using Marcos and Python and assigned them to delivery partners.
• Managed the transition from Maximo to WOMS by identifying issues and implementing solutions.
• Assisted in the managed closure of the HDA HOST program, redirecting future queries and works via updated processes.
• Maintain an email box so that they were resolved to within 24hours of submission.
Position responsibilities
• Provide governance forum support for Held Orders by providing Voice of the Customer feedback.
• Risk consolidation and tracking for Held Orders
• Provide project support on the activities associated with the clearance of serviceable locations assigned to the construction team within the HDA program.
• Act as a Single Point of Contact for queries about held orders and serviceable locations, complaints, and media queries within the HDA program.
• Activities include review of serviceability issues to appropriate team for rectification, defect management, complaint management and general admin support for the General Manager, Program Manager, and the broader team.
• Owned the allocation of works under HOST into the nbn deployment team and the backend uplift of these jobs post completion.
• Standardisation of process steps between the HOST and HOSD teams to ensure consistency and minimise errors.

Position responsibilities

• Provide governance forum support for Held Orders by providing Voice of the Customer feedback.
• Risk consolidation and tracking for Held Orders
• Provide project support on the activities associated with the clearance of serviceable locations assigned to the construction team within the HDA program.
• Act as a Single Point of Contact for queries about held orders and serviceable locations, complaints, and media queries within the HDA program.
• Activities include review of serviceability issues to appropriate team for rectification, defect management, complaint management and general admin support for the General Manager, Program Manager, and the broader team.

Key achievements
• Implemented Fibre to the Premises Standardisation Process which increased the number of No Fault Founds for FTTP assurance.
• Member of the nbn genius beta testing group on Facebook@work
• Implemented process changes for INOV8 project for FTTP - No Fault Found Truck Rolls with an estimate savings of $11K per year
• As a Change Champion I informed the team of new changes for FTTP
• Implemented and identified process optimisations and work instructions improvements. (how long was it taking until it was implemented
• Point of Contact when Team Leader away (SPOC)
• Managed Team Scrum
• Identified issues and coordinated the transition from network platform to BOB web-based workflows and trained the Sydney department System Testing and Training Certificate for Work Processes in Confluence.

Position Responsibilities
• Support Delivery Partner’s and Field Technicians to restore services.
• Follow appropriate processes, ensuring business KPI’s and SLAs are achieved.
• Development of working relationships with the Tier 2 teams and other stakeholders, to ensure professional outcomes with Quality standards.
• Provide fluid, regular communication to management and stakeholders.
• Assist in identifying process optimisations and work instructions improvements.

Key Achievements
• Participated in the HFC pilot team for Order Support
• Established excellent rapport among Delivery Partners as well as people in the assurance team and customer care.

Position Responsibilities
• Efficiently resolve service incidents that are raised by Retail Service Providers (RSP).
• Manage incidents that are within Business as Usual (BAU) process, to ensure quality standards and maintain efficiency.
• Support Delivery Partners and Field Technicians to restore services.
• Follow appropriate processes, ensuring business KPI’s and SLAs are achieved.
• Provide fluid, regular communication to management.
• Assist in identifying process optimisations and work instructions improvements.
• Provide high level customer service within a high call centre environment.

Key Achievements
• Implemented training material for outsourcing for Transact Business
• Identified and implemented process improvements.
• Acted Senior for the team.
• Coached team members for quality
• Assisted team in floor walking.
• Dealt with the ombudsman.
• Supported the team that was migrating Transact into iiNet System.

Position Responsibilities
• Delivering great customer service in high volumes
• Keep and maintain excellent Key Performance Indicators (KPIs)
• Delivery of services on multiple networks
• Flexible to change.
• Managed high levels of data entry.
• Provisioning of new Service across several different technologies