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• Actively take part in large pilot programs to over 5000+ client base, ensuring thorough testing, documentation and training is sound before commitment to delivery• Be the key escalation contact for product Point-Of-Sale register resolution management for 7-Eleven, Ritchies, Drakes Supermarket and Point-Of-Sale third-party vendor clientsKEY ACHIEVEMENTS• Successfully participated and contributed to the testing and preparation release of a new platform to be installed on any mobile or PC device available to clients that allows purchases of electronic products and services via a web browser interface• Successfully participated in the handover sale of the Europe product management service by providing in-depth training and documentation of Swiss (Valora) electronic PIN products and management to a company called OneSolutions

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• Pro-active prioritisation of client and management tasks to exceed Service level requirement and expectations• Ensure application of logical thinking, produce day-to-day and long-term strategic plans to ensure that the business solution aligns with the organisation and client needs.KEY ACHIEVEMENTS• Analysed and implemented a successful case to reduce Service Desk hours from a rotating roster to 7am-5pm Monday to Friday with management and transfer out-of-hours calls to an offshore team. This in turn improved service levels, work productivity, quality-of-life for staff and flexibility• Managed resources and responsibilities within the team to assist with the advocacy and terminal setup support of Afterpay Health payment solution resulting in in helping gain a major contract with Terry White Chemists and optometry specialist stores

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• Creation and management of reports for internal and external stakeholders• Daily monitoring of Service, Environment, Supplier and Store health via 24x7 dashboardsKEY ACHIEVEMENTS• Proactively seized the opportunity to take onboard extra responsibility while management was absent for an extended period of time. Through this I showed consistent drive to improve my leadership and team management capabilities by being a constant key contributor in leading the Service Desk by mentoring individual adherence and building team morale in which drove a progressive positive trend of service level agreements consistently being met• Assisting with in-person training and advocacy to clients such as 7-Eleven, Optus, Retail chains (Drakes, Ritchies, United, Puma etc) and third-party vendor and Point-of-Sale vendor teams about Afterpay’s electronic payment services platform in which resulted in solidifying relationships and gaining traction reach to increase client sign-ups

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• Identified a decrease in team communication and case adherence where service level agreements were not being met, therefore, created a Shift Start/Handover Summary Report Template for team members to complete which successfully increased team productivity, adherence and accountability. This also provided Management and internal stakeholders a better understanding of the day-to-day operations within the Service Desk• Identified a trend in health client requirements where a terminal operational guide was needed, due to no previous guide in existence. I created a generic and customised email macro guide for clients to use upon request

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• Consistently priding ourselves on being ‘really, really customer first’KEY ACHIEVEMENTS• Successfully gathered all customer and merchant feedback to program management to identify the key improvements necessary to increase service levels to Afterpay customers• Successfully optimised Improvement limits and administration portal features from a service desk point-of-view in order to meet new service level agreements

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