Liam Wyatt Email & Phone Number

Amsterdam, Nh, Nl

London, England, United Kingdom

Within our Implementation team I work to provide Unified Commerce solutions - leveraging my years of experience working with our in-person payment solutions while learning more about how our payments function digitally.I act as the key contact for our merchant’s technical teams in helping them design, build, test and launch their integrations with Adyen’s platform and ensure a stellar merchant experience throughout the project. As an expert on both the technical aspects of our products and the merchant's business requirements, I am a key player in ensuring a smooth merchant experience and a continuous feedback loop to our product teams.In my time at this role I have also worked alongside others to deliver an overhauled onboarding experience for our IM new starters. Our goal is to standardize our onboarding experience globally so that new IMs can be project ready within 2 months no matter which office they start in.I have also worked to become one of the internal subject matter experts on gift card integrations, across all payment channels and working with as many gift card providers as possible. I have developed and delivered many informational resources for my colleagues to help with integrating gift cards.Within the UK team, I have taken on some responsibilities with providing rapid and useful technical advice to our commercial teams, alleviating some of the burden on our Technical Support team in Amsterdam. At the same time, I continue working with our Tech Support team - providing them new content and training when possible from my new experience as an IM.

Amsterdam, North Holland, Netherlands

After substantially growing our technical support team, we promoted a second team lead in POS Support Amsterdam in order to better handle the overall challenge of managing so many people while also continuing to recruit and grow.A core challenge in this role is in effectively sharing the knowledge and experience of being a team lead & mentoring a new team lead alongside giving renewed focus to the part of the team still reporting to me. Additionally, I gave more focus to projects which would help us achieve company OKRs and Support team global KPIs.- Implemented changes in our ticketing system & daily processes which allowed our team to cut first reply times by nearly 20%- Reviewed high level CSAT patterns & started a CSAT outreach program in order to improve both response rate and score- Worked with our tool administrators to more effectively provide merchant information to our support teams without friction

Amsterdam, North Holland, Netherlands

After taking on many responsibilities within our team, I was offered an opportunity to take the role of POS Support Team Lead. Within this role I continued tackling merchant issues alongside working with other teams and colleagues in order to assess and improve KPIs.I had the opportunity to develop projects which helped to reduce the burden on the support team as a whole, advocating to improve our internal support processes as well as focusing on the source of merchant questions rather than the symptoms. Also involved in escalating incidents, pushing development & design towards tools which can eventually help our merchants to be more self-sufficient.My goal was to grow the team so that ticket loads could be balanced with side projects and other responsibilities for every team member. In this way, all of us will be better enabled to grow Adyen from within. As my first management role, I learned a lot about communication styles, delivering feedback, delegating and managing projects & tasks, pushing for improvement, coaching and mentoring, and so many other skills.- Developed and delivered a career framework within Support in order to offer rewarding career paths within our department and increase average tenure- Aligned our recruitment process globally with other technical support teams at Adyen- Grew our POS Support team in Amsterdam by nearly 150%

Amsterdam

Providing technical support to merchants using Adyen's point-of-sale solutions. Adyen's POS offering has been a runaway success, with merchants eagerly onboarding in order to take advantage of a true omnichannel solution. Aside from direct support, there were also internal projects to engage with that could help our work become easier.- Handling of escalations and response strategies based on patterns of questions from our merchants- Involved myself in our team's recruitment and interviewing processes, and improvement of them- Took on training and development of our first line support's POS knowledge, to better assist merchants over the phone and provide clear escalation paths.

Burnaby, Bc

I worked in the Professional Services department, handling software deployment and configuration for customers in the banking and POS industry. This often revolved around understanding network infrastructure, as well as specific details around TCP/IP message formats. In particular this involved reading and interpreting ISO 8583 manuals & messages as well as SWIFT and NDC+.My responsibilities ranged from providing implementation support for both software products, to specific configuration of features for them. I also helped in developing and maintaining data reporting features of the products.I created and provided clear documentation for our clients to perform software upgrades and changes unique to their environments.