Shivani Nehru

Facilitated order escalations necessitating partner support beyond nitrogen processes.

Coordinated service qualification escalations requiring NBN engagement outside nitrogen workflows.

Managed service request escalations demanding NBN involvement outside standard nitrogen procedures.

Oversaw service assurance escalations involving NBN or ABB outside established nitrogen protocols.

Directed major outage communications and management for ABB core and nitrogen incidents.

• Managed enhanced SLA and Tier 1 volume overflow for 'at risk' customer incidents, ensuring timely resolutions.
• Handled incidents across all NBN access technologies (FTTN, FTTC, FTTP, HFC).
• Reviewed and assessed Medical Priority/Vulnerable Customer incidents and managed Tier 3 faults.
• Contributed to continuous improvement programmes for knowledge management and process optimisation, increasing operational efficiency.
• Supported business initiatives to enhance service assurance and strengthen disaster recovery efforts.
• Provided input for legal and regulatory enquiries (TIO, Government, Coroners Court).

• Activated new satellite and fixed wireless services for remote and regional communities.
• Generated daily fallout reports to identify and resolve provisioning system issues.
• Facilitated escalation of technical issues with stakeholders across multiple systems to ensure resolution.
• Managed order progression within SLA, addressing system mismatches and duplicates proactively.
• Supported the LTSS Speed Modification rollout for approximately 3,000 AVC services.

• Coordinated with Retail Service Providers to restore services, minimizing downtime for affected customers.
• Resolved incidents older than seven days for FTTN/B, CSLL, ensuring timely service restoration.
• Conducted root cause analysis and diagnostics using NBN tools.
• Monitored and escalated network faults managed manual Port/DSLAM swaps.
• Produced internal reports and facilitated stakeholder meetings to drive informed decision-making.
• Delivered training and maintained process documentation in Confluence.

• Served as primary point of contact for clients and contractors, ensuring clear communication and support.
• Coordinated scheduling and allocation of interpreter and translator services for Victorian Government clients, enhancing service delivery.
• Assisted clients with language service inquiries and service selections.
• Coordinated translation and interpreting assignments for diverse client needs.
• Managed scheduling of interpreters to ensure timely service delivery.

• Provided expert technical support to clients via phone and email communications.
• Delivered technical support for iOS and Mac users, resolving issues to enhance user experience.
• Diagnosed and resolved software and hardware issues efficiently for customers.
• Logged cases and coordinated repairs, ensuring timely resolutions for customer needs.
• Assisted in training new team members on support procedures and tools.

• Acted as first point of contact for complaints, facilitating assignment and transfer of cases to ensure timely resolution.
• Coordinated stakeholder relationships and escalation processes, enhancing collaboration and issue resolution.
• Managed inbox and distribution lists to streamline communication and improve response times.
• Engaged with Telstra systems (Siebel, Legacy) for effective case management.
• Produced reports and identified errors or opportunities for improvement.
• Recognised as 'Employee of the Month' and consistently achieved top performance in call quality and customer satisfaction.