Michael Vorstermans Email & Phone Number

Eastern Creek, New South Wales, Australia

Headed up a team of 5 members to support retail and wholesale customers with product support needs. Created scripted responses, product troubleshooting guides, job processes, and trained staff on the specifics of products. Set-up test systems. Proficient in SalesForce, Mitel and Comm100 chat.

Rydalmere

Hired to initially provide phone- and email-based tech support and customer service at head office call centre, resolving "how do I make my product work?" and "I think my product is faulty" scenarios. Always my supervisor's "go-to" guy for things that needed to be fixed.Took on additional responsibilities of product QC, and group product training for the CS team. Created many product showcase videos for resellers to display in-store.Solely responsible for tech support of kiosk touch-screen lines provided to McDs and SunglassHut and other national brands. Created many how-to manuals for business processes and product troubleshooting. Responsible for creating product promotions and Excel deal sheets broadcast to 150+ resellers, along with product updates via email.

Auburn, Nsw 2144

Tempted to leave the hobby industry by the owners of a local PC store with online ambitions and no idea of how to get there, I turned their business into a nationally-recognised name in online PC Hardware sales.Responsibilities included setting up multiple eCommerce sites and backend infrastructure, Sales Management and Forecasting, Marketing and Social media initiatives, managing up to 10 staff and two warehouses as 2IC to the owner, who had a hands-off approach. Travelling to HK, Shenzhen, Taipei, Germany and the USA, I sourced many unique and new products to bring to the Australian market-place. These delivered profitable growth for both the wholesale and retail components of the owner's business, and I gained actionable insights into customer behaviours, competition and industry segments to maximise the revenues they returned.Hired and supervised sales staff, created marketing and sales initiatives, maintained personal contact with suppliers, and top10 customers, to exceed their expectations and maintain sales in the face of significantly cheaper competitors, returning a peak turnover of over $900K/month.Implemented seven startup eCommerce sites via Bigcommerce platform, added up to 15K product content per site, connected with automated payment gateways, arranged SEO and back-end logistics integration. Worked with coders to migrate legacy site to Bigcommerce platform, develop in-house product-update systems, inventory-control systems, freight-label and consignment-tracking systems, and connectors to local accounting packages and external webservices, such as newsletters and API services for product promos.April 2018 - Business IP was sold, and I trained the new owners in handling the entire eCommerce infrastructure, created operating manuals, and documented all business processes to ensure a smooth transition.

154 Pacific Highway, St Leonards Nsw

Looking to boost my income, and with a keen interest in Windows desktops and the burgeoning Internet, I provided competent first and second leveltechnical support at a Dial-Up Internet inbound call-centre to customers from Australia's largest ISP, 5 nights a week.Doing this required an average call handling around 4 mins, for any issue from password resets, to complete TCP/IP stack re-installs on Win9x, doneentirely from memory.As the call centre was staffed at a level that always resulted in a call queue, my Availability was high, and I had no After Call Work to speak of, as all caller interactions were logged in a Netware CRM tool whilst on the call.

234-236 Victoria Rd, Gladesville, Nsw 2111

Headhunted from AMEX - became top sales staff-member for a 3-store chain.In later years, I was responsible for importation of hobby product brands, and manager for retail sales at head office and one branch. Responsible for hobby trade magazine advertising and editorial column, producing annual wholesale price lists and website content. Worked with coders to create a dial-up network to join branches to headoffice.Travelled to Germany and the USA for sourcing import lines.

North Ryde, Nsw 2112

I started out as a customer service allrounder, specialising in handling credit-card charge-related queries from Cardmembers via phone and letter. This five-year stint exposed me to significant experience in dealing with customers and merchants via letter and calls, both as a back-office analyst, and call-centre staffer, using an AS/400 system. Recognition of my exceptional case-handling speed led to me being frequently selected for overtime when case-load KPIs were being targeted for reduction.Promoted from Adjuster to the elite Corporate Card unit, I was subsequently picked to manage the data integration component of a project to gather car mileage from petrol-station POS systems for fleet expense reporting, travelling interstate to brief stakeholders.Experience with vehicles led to a further promotion to Purchasing, where I looked after a fleet of up to 180 vehicles including smash repair, procurement of new cars by tender from dealers, evaluation of new models for staff, posting of expenses via journal, and disposal of cars by auctioning them off to dealers after 3 years. In this position, my salary was funded by the profit that my cost centre made from the difference between the depreciated value of the cars I sold, and the actual value I obtained by selling these these old cars at higher prices to the dealers.