KENNEDY MILLER
Auckland
Summary
I am currently a Channel Operations & Incident Specialist at One NZ, with a strong background in telecommunications, including over five years of experience as a technician. In my current role, I manage channel operations, optimise performance, and ensure seamless incident resolution. I am a proactive problem-solver with excellent communication and customer service skills, engaging with internal teams and external stakeholders daily. With a strong work ethic and a commitment to exceeding expectations, I am eager to apply my expertise to new challenges that will further develop my skills and industry knowledge.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Channel Operations and Incident Specialist
One New Zealand
04.2023 - Current
- Oversee day-to-day channel operations, including performance management, incident handling, and ensuring adherence to SLAs for email and phone responses.
- Serve as the primary point of contact for all channel-related incidents, working with cross-functional teams to identify root causes and resolve issues.
- Streamline communication across channels, ensuring clear and accurate instructions are passed from frontline teams to functional areas.
- Contribute to operational improvements by reporting on costs, delays, and knowledge management processes.
- Coach and share knowledge within the team to foster a collaborative, results-driven environment.
Business Case Manager
Vodafone
09.2021 - 04.2023
- Respond to and troubleshoot all customer interactions to identify the appropriate service solutions in an efficient and timely manner
- Where first call fix is not possible, I own the customer relationship and communications, including any case management required until the customer is satisfied with the resolution
- Making a positive impression with the customer through every interaction, contributing to positive NPS in line with team and individual goals
- Accurately capturing customer interactions, actions taken and resolution including root cause
- Actively providing feedback on KnowledgeHub and contribute to knowledge sharing and learning across team members to enable myself and my peers, to resolve the issue on the first call
- Participate in actively identifying changes that can continuously improve the service experience and processes for all our Vodafone customers
Truck Body Building Trainee
Custom Motor Bodies
09.2020 - 11.2020
- Light and sheet metal fabrication
- Plasma cutting and MIG welding - horizontal, vertical and overhead
- Disc cutting, grinding and sanding
- Sandblasting, spray painting, using etch and enamel paint & zinc paint for welds
- Operated guillotine to cut sheet metal and break press to fold it
- Operated crane and hoist to load / unload and store deliveries
Team Leader
Ultimate Solutions
09.2019 - 06.2020
- Leading teams from 2-4 people installing and dismantling a variety of PVC hoardings with doors
- Installing surface protection, plastic screenings (so dust doesn't escape the worksites)
- Installing timber bracing with 500kg concrete weights for exterior hoardings for added stability and rigidity to reinforce the hoarding against wind
- Completed work for the WDHB to create sealed rooms that could allow negative air pressure to hold future Covid-19 patients
Technician
Frequency Communications
06.2016 - 11.2019
- Provision and installation of phone and broadband circuits for residential and business customer from exchange to jackpoint and installing CPE
- Copper maintenance activities, i.e., rehabilitation on network terminals, residential and business wiring/cabling faults, locate and repair underground cable faults on cables between 1 - 2400 pair
Apprentice
Visionstream
02.2014 - 06.2016
- Copper maintenance activities, e.g., rehabilitation and proactive maintenance of 50pair cable systems, residential faults, underground cable faults, working on both old paper and new plastic insulated cables
- Splicing fibre cable to repair broken or cracked cables causing faults
Temp Labourer
Staff Australia
02.2013 - 10.2013
- Various roles: Production Store person, Production Labourer, Container Unloader, Process Worker, Records Management, Forklift Driver
Education
NZQA Level 3 -
Dilworth School
12.2011
Certification
- Telecommunications Certificate Level 3, 01/12
- Certificate II in Warehousing Operations, 01/14
- Fire Safety Vertical Horizonz, 02/14
- Working in a confined space BeSafe Training, 07/15
- Minimum approach Distances E-tec, 08/15
- Basic harness and pole top rescue Vertical Horizonz, 09/15
- CSE training (customer service experience) Chorus, 10/15
- Risk management Chorus, 05/18
- First Aid E-tec, 05/18
- PTN (protecting the network) Chorus, 04/19
- Traffic Management - STMS level1 Traffic Management Academy, 04/19
- EWP (elevated work platform) Axiom, 10/19
- CRP (critical risk protocols), 04/19
Hobbies and Interests
- Travelling, cooking, eating, reading, DIYs and gaming.
Timeline
Channel Operations and Incident Specialist
One New Zealand
04.2023 - Current
Business Case Manager
Vodafone
09.2021 - 04.2023
Truck Body Building Trainee
Custom Motor Bodies
09.2020 - 11.2020
Team Leader
Ultimate Solutions
09.2019 - 06.2020
Technician
Frequency Communications
06.2016 - 11.2019
Apprentice
Visionstream
02.2014 - 06.2016
Temp Labourer
Staff Australia
02.2013 - 10.2013
NZQA Level 3 -
Dilworth School
Similar Profiles
Raju ShekarRaju Shekar
Senior Salesforce DevOps Engineer at One New ZealandSenior Salesforce DevOps Engineer at One New Zealand
KARTHIK ULLASKARTHIK ULLAS
Area Sales Manager at One New ZealandArea Sales Manager at One New Zealand
Keegan HaslemoreKeegan Haslemore
Customer Service Representative at One New ZealandCustomer Service Representative at One New Zealand
Mallika Devi DevarajanMallika Devi Devarajan
Customer Champion Representative at One New ZealandCustomer Champion Representative at One New Zealand
Mya FennessyMya Fennessy
Volunteer - Teacher Aide at Bairds Mainfreight Primary SchoolVolunteer - Teacher Aide at Bairds Mainfreight Primary School