Michael Chen Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

Leading, building and growing teams. Assisting more Victorians in gaining fair and accessible legal help

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

• KEY RESPONSIBILITIES
• Management of platform functions, design and flow as well as continuous system optimisation to increase value and engagement with clients
• Provide a duty of care with a high attention to detail and an in-depth system knowledge to manage core functionality and platform delivery
• Optimise Product Management such as PIN encryption, inventory, commissions and refunds
• Ensure the effective administration of basket rules, POS menu and design, store and payment accounts
• Manage supplier relationships, product risk and fraud, new / existing voucher product design, product catalogue and sales activity reporting

Melbourne, Australia

• KEY RESPONSIBILITIES
• Collaborate in an omnichannel environment to drive and manage ‘really customer first’ experience and support using the ITIL framework
• Foster strong meaningful inter-departmental and key external party relationships and drive strong customer service strategies and communication to stakeholders, potential clients, suppliers and third-party vendors
• Management of team workforce and business reporting for continual development and optimisation to identify key areas of improvement with a goal to exceed client service and Key Performance Indicators expectations
• Effectively manage and resolve high severity incidents and communications as first point-of-contact with efficiency and assertiveness to vendors and stakeholders ensuring that there is minimal impact to services
• Effectively manage team performance, mentorship and skills development to produce efficient service quality and passion for growth – small to medium size team

• KEY RESPONSIBILITIES
• Management of the eServices Service Desk team to ensure they provide customer-first service in a timely and effective manner to Afterpay clients and suppliers
• Reconciliation of Medicare payments and settlements with major banks and Department of Health
• Provide timely and accurate resolutions to escalated enquiries within an omnichannel environment
• Manage transaction integrity, data analysis and fraud management for APAC
• Creation and development of knowledge base, documentation and team training

• KEY RESPONSIBILITIES
• Provide 24x7 IT Service support via email and calls within a strong fast-paced environment using the ITIL framework to various merchant, retailer and government clients
• Provide real-time card present and card not present payment support
• Provide support for Private and Public Health real-time payment solution setup and training delivery
• Ensuring exceptional IT Service is provided in a quick turnaround effective manner to POS vendors, banking clients, retailers and merchants using the product platform
• Management of client onboarding, accounts and migrationsKEY ACHIEVEMENTS

• KEY RESPONSIBILITIES
• Providing strong support via phone and ticketing system to both consumer and merchant entailing account and payment management with the use of Afterpay
• Providing pivotal support for payment solutions such as Mony payments and Afterpay
• Managing escalations for Consumer and Merchant enquiries
• Providing the best outcome for the consumer with payment and account management
• Dealing with consumer and merchant complaints appropriately

Course In Public Sector Management, Public Sector Management

Activities and Societies: - Work effectively in the public sector - Lead effective workplace relationships - Develop teams and individuals.

Bachelor'S Degree, Bachelor Of Engineering (Network Engineering)

Ccna

Microsoft Certified Solutions Associate (Mcsa) Certification

Microsoft Certified Solutions Expert (Mcse) Certification

Advanced Diploma, Computer Systems Engineering