Sunaiana Nomula

· Monitor and analyse customer's accounts, transactions and communication patters to identify suspicious behaviour indicative of scam calls and fraudulent activity.

· Reporting and analysing scam calls and fraudulent activity to relevant authorities such as BOH departments.

· Provide assistance and support to customers who have been affected by scam calls or fraudulent activities including guiding them through the process of reporting incidents and implementing security measures to protect their accounts.

· Collaborating with the internal departments to implement strategies to prevent scam call and fraudulent activities such as implementing fraud detection tools and educating customers about common scams and how to protect themselves.

· Ensuring compliance with regulatory requirements and policies related to fraud prevention and investigation including documenting incidents and maintaining confidentiality and reporting findings as necessary.

· Staying informed about emerging fraud trends, technologies and best practices in fraud investigation and prevention and proactively identifying opportunities to enhance the effectiveness of fraud prevention.

· Safeguard the integrity of telecommunications network and protect customers from financial losses and other harm caused by fraudulent activities.

· Resolving Customer Complaints and Taking Ownerships of Tickets to solve issues over phone, Email, Online Chat and TMS tools.

· Installing and Updating new Systems Tools and testing to provide feedbacks and Improvement to use different approach and fix issues for the clients.

· Analysing Packets, protocols and Configurations from the Hosted Systems to Telstra Systems and Consumer Network Devices. (Modems, Routers, NCD, DPU, Ports etc.)

· Using Network Management Tools to reboot, restart and reset Network managed Devices using NEM DEMS, T&DM, Modini, CAPTURE, etc.

· Using TCP Testing with a HTTP fallback to identify Network Speeds, Pings and Latecy rates for Telstra Network managed devices.

· Using Client/Server Model Tools like BAT, ECO Assist Tools to Analyse issues, Run Package tests, Port Configurations tests and Solve Analytical problems.

· Running Email Configurations tools to fix email issues related with POP3, IMAP and SMTP Ports.

· Using ServiceNow CAPTURE tools to analyse Multiple tickets, diving in details to find out the root cause and provide solutions by running Tests on DPU, Modems, Port’s, Line’s, Socket’s, etc.

· Using ServiceNow NATAMA and Salesforce to create a new Ticket and a case in an organised way by writing interaction in a detail method to help understand the issue and solving it by meeting Information System Objectives.

· Using NBN Co Service Portals to book/cancel an NBN Field technicians and work with NBN Network Systems to find NBN issues related with Node, Serves and NBN devices.’

· Running Tests to check if there are Server Outages, Maintainances and backups and provide respective SLA’s Approach during Outages.

· Using backup Systems in case of Outage and giving more attention and providing Contigency Solutions for PA clients meeting daily objectives.

· Keeping up to date with Yammer tools and communities for knowledge sharing and insights.

· Solve customer’s retail problems and assist with the best resolution.

· Used to assist North American customers via phone and chats.

· Used to resolve customer queries on all the retail orders placed.