Blockchain infrastructure company with the aim to provide One-stop Web 3.0 Infrastructure and Solution Provider for the High-speed Blockchain Era. The company is parent organisation of Nodereal which provides Blockchain API and Node Services.

Growing of BSC Ecosystem.

Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard.• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products.• Builds long-term customer relationships and ensures timely response and resolution of issues.• Leads the investigation and resolution of technically advanced customer product/service issues, concerns and requests; provides feedback to designated teams for improved customer experience and prompt issue resolution.• Interfaces directly with customer to provide technical and operational support in response to inquiries relative to core application, products and operations.• Collaborates with internal business partners to facilitate and support the internal implementation of any new product or technology enhancement, ensuring that customer ' voice' is taken into account• Serves as an expert-level technical resource capable of simulating and recreating customer issues in order to provide a resolution.• Deliver against established Key Performance Indicators.• Leads large-sized projects/initiatives as an individual contributor with advanced knowledge of Mastercard's products/services within a particular discipline.• Mentors junior colleagues by providing training to develop skills and capabilities across the team.• Experience leading investigation and resolution efforts to address technically advanced customer product/service issues or inquiries.• Experience supporting implementation of new products or product enhancements with the Voice of the Customer at the forefront.

Manages a portfolio of mid-market merchants, including government agencies and ministries, public healthcare and more (approximately 80 partners in total – generating $100mil annually). - Net Promoter Scores [NPS]. Outperformed market target for 2years consistently.- Promote business expansion and partnership to drive spend and customer experience through marketing campaigns and initiatives. Channel expansion includes online acceptance, FX Multicurrency products, instalment plans and other AMEX products.- Growth rate of annual sales volume 3-5% yearly with middle market. - Know Your Customer (business security verification) and PCI Compliant, ensuring all merchants are 100% comply with MAS regulations. - Working on service recovery accounts and customer escalations. Include contract renegotiations. - Promoting AMEX through value added business review presentation and marketing initiatives.

Span of Control:- Lead a team of 10-15 high performers. Managed Merchant Servicing Team which serves Small and Managed merchants in market through enquiries such as payment, terminal setup, disputes, Online Merchant Services among others.- Managing inbound team and related processes.- Managing service escalation unit.- Working with Compliance and Ethic to ensure all areas of operations are in compliant with regulatory requirements(MAS, and KYC). - Manage relationships between product owners and the service delivery teams.- Work closely with product owners on year-round promotions and marketing campaigns.- Facilitate service delivery in product launches - Support front line operations in other back end processes like recruitment and training process, incentive administrations, correspondence management etc.- Project sponsor for all projects for Singapore at this location- Partner closely with the Singapore business in delivering premium servicing. Define service strategies on various business and compliance initiatives in order to ensure they do not impact our NPS/RTF negatively.Role:I define both People and Service Strategies in order to meet Customer, Employee and Shareholder goals. Customer: Recommend to Friend and NPSEmployee: Attrition, Employee Satisfaction ResultsShareholder: Customer Handling Time, First Contract Resolution and meeting financial obligationsSingapore : Significantly improved RTF by over 1200bps during my time. Year-on Year from 2015 to 2017. Reduce bad demand by 75%.Cut annual absenteeism and turnover by over 75%.Employee Satisfaction Result over 80%.

-Partner with Amex Technologies in providing information to support/facilitate IMR resolution.-Direct customer level engagement & troubleshooting for online payment gateway and EDC. -Work with product vendors & managers on resolving issues to address the defects and issues raised in the production environment striving for reductions in cost and improvements in customer satisfaction.-Support resolution of issues impacting Batch Authorizations, Stratus Profiles/Direct & Vendor set up processing.-Drive process improvement to enhance merchant experience and encourage spend.-Document, communicate, resolve and/or escalate processing anomalies to internal business partners.Facilitate cross-functional meetings regarding recurring product issues and/or data flow opportunities.Support testing & issue identification of new product versions prior to releasing to the market.-Create product reporting and ongoing analysis specifically focused on issue resolution, merchant satisfaction and product stability.-Analyse product queries and identify trending patterns, solution improvement opportunities to aid first contact resolution & bad demand reduction.

-Lead for Malaysia, Hong Kong, Taiwan, Japan, Australia, Thailand. -Experienced with LMS (Learning Management System) in creating course and class offerings, working knowledge of up loading training resources. Coordinated training rooms, tracking and scheduling all facilitator and coach vacations. Managed Learning Network assets, by tracking, ordering, and up keep of service request and replacements of classroom computers, staff laptops and all other electronics. Responsibilities include submitting ID requests and resolving ID issues for new employees and Learning Network staff. Managed office supply inventory for a department of 60.-Utilize reporting to forecast the necessary full time employee requirements for classroom staffing.Manage approximately 300 assets for the learning network and coordinate all vendor repairs for computers and other electronics.-Schedule employee personal time off and classroom assignment calendars.-Created a process utilizing design to streamline the class setup process in Resource Management System.-Coordinate logistics for multiple floor moves within the Learning Network offices and learning labs.