Rob Baker Email and Phone Number
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Rob Baker personal email
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I am a driven and passionate technical manager who is passionate about working towards ensuring customer success, both internally and externally. I have proven team leading abilities and experience developing small teams with well-developed organisation skills.My strong team leadership qualities allow me to easily motivate my team to exceed deadlines with accuracy and detail while always aiming higher. I am a collaborator who loves to work with other senior managers about how to constantly be looking at producing better results, with the team and environment I work with through effective change management.I have a naturally inquisitive nature who enjoys root cause analysis and investigations, and I take a hands on approach to support and maintaining systems, incidents and problem management. I have solid experience across a diverse range of technologies, and my unique skills in finding technical solutions are second to none.I am looking forward to finding an organisation that I can grow with, and in a role aligned with my passions for producing results and efficiency, growing and mentoring staff and ensuring high customer service.
Next Payments
View- Website:
- nextpayments.com.au
- Employees:
- 54
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Product Support Manager – L3 Service ImprovementNext Payments Oct 2023 - PresentSydney, New South Wales, Australia
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Project ManagerNext Payments Nov 2021 - Oct 2023North Sydney, New South Wales, Australia
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Service Operations ManagerMx51 Jan 2020 - Nov 2021Sydney, Australia*Formerly known as Assembly Payments*- I lead the technical servicing team who support a range of 'Payment as a Service' products across financial institutions, including Westpac Presto.- The technical servicing team has continuously achieved 100% compliance of support SLAs across the last 18 months.- Established and maintained key relationships with stakeholders internally andexternally- Built and maintain proactive support dashboards to provide customer-focusedinformation to the leadership team. -
Training SpecialistMyob Mar 2019 - Dec 2019Sydney, Australia• Developed and rolled out the internal training program for Sales and Development teams, improving client and partner value• Facilitate instructor-led training on MYOB software to over 2,000 SME clients• Maintain internal systems and hardware for efficient training delivery• Consistent learning and development to keep up to date with current legislativeFair Work awards and ATO guidelines -
Operations Team Leader – Tech SupportMedical Media Australia Mar 2018 - Feb 2019North Sydney- Managed the technical support team who maintained advertising technology across 420 medical centres nationally- Led the technical team to consistently meet support KPI targets and uptime SLA's by:1. Creating strategic and proactive contact and support communication plan to ensure downtime was minimised2. Developing the support team by providing technical coaching strategies which allowed easy adherance by non technical staff in the medical centres3. Implementing a replacement ITSM system, providing better tracking of incidents and added reporting functionality.4. Building strong relationships with external contracting partners
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Technical ConsultantMax Computing Services Apr 2017 - Mar 2018Sutherland• Senior consultant for schools and businesses in Sydney• Improved processes within the sales cycle, to provide customers with a positiveexperience and ultimately deliver projects on time• Successfully managed several projects for key customers and provided excellentpost-sales service• Built solid relationships with businesses and teaching staff to implement systemchanges with a positive impact on productivity• Provided valuable advice to business owners with networking solutions, phonesystems, email platform and cabling solutions• Completed training sessions for internal staff members and customers. -
Head Of Apac Customer Success | Head Of Apac SupportRevel Systems Ipad Pos Mar 2016 - Dec 2016Sydney, AustraliaI held 2 roles in this appointment due to internal promotion, starting as Head of CustomerSuccess where I led 12 Client Success Managers across APAC who were responsible for implementing and training customers through the on-boarding process. This included:1. Focusing on the customer experience from the signed deal through to the support experience2. Being responsible for developing customer relationships that promote retention and loyaltyThen as Head of Support, I led 7 technical support agents who assisted 350 customers with their POS software and hardware issues. This included:1. Providing hands-on support leadership, with experience around support SLA’s and processes2. Developed the teams technical networking knowledge -
Client Success & Account ManagerRevel Systems Sep 2015 - May 2016Balmain, NswClosely working with new and existing businesses in the Hospitality and Retail industry, to implement Revel iPad POS.Specialising in large venue installations.
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Pos Implementation & Support SpecialistSmb Consultants Nov 2013 - Aug 2015Surry Hills, NswResponsible for implementing POS hardware and cloud solutions for MAC and iPad, in the Retail and Hospitality industries.Specialising in Kounta, Cisco Meraki, Epson Printers, Tyro, Xero, Beat the Q, PayPal, Deputy and Lightspeed. -
Office 365 Solution SpecialistTech2 2012 - 2013Sydney, New South Wales, Australia• Promoted to SMB Solutions Specialist following my continuous repeated success in leading numerous teams in diverse environments.• Managed end-to-end migration of SMB customers from physical servers to Office 365• Professional customer interactions to ensure business critical deadlines are met, and confirming deployment is within appropriate timeframes.• Planning of the decommissioning of business servers and implementing more efficient network attached storage. -
Team LeaderTech2 2007 - 2012Sydney• Ensuring exceptional customer service is the primary focus for client facing technicians by providing constructive feedback.• Confident leader in effecting change in areas of concern with team members requiring development through performance management • Assisted the senior management team with creating and testing a short term incentive scheme to provide rewarding benefits for both the employees and the business• Chaired regular team meetings to provide business updates and build morale through positive recognition and encouraging involvement.
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Team LeaderTech2 2006 - 2007Sydney• Seasoned technical experience complimented with exceptional customer service enabled me to consistently deliver excellent results.• Exceeding targets and KPI’s on a month to month basis while still maintaining ethical sales.• Leading team based training to ensure the whole team are delivering exceptional results in line with our brand promise.• Assisting the team leader to drive a successful team providing coaching and feedback through the use of positive and constructive feedback.
Rob Baker Skills
Rob Baker Education Details
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Mater Maria College, WarriewoodHsc
Frequently Asked Questions about Rob Baker
What company does Rob Baker work for?
Rob Baker works for Next Payments
What is Rob Baker's role at the current company?
Rob Baker's current role is Management | Customer Success | Product Support | Service Improvement.
What is Rob Baker's email address?
Rob Baker's email address is ro****@****ems.com
What is Rob Baker's direct phone number?
Rob Baker's direct phone number is +141574*****
What schools did Rob Baker attend?
Rob Baker attended Mater Maria College, Warriewood.
What are some of Rob Baker's interests?
Rob Baker has interest in Management, 4x4ing, Jet Skiing, Technology, Camping, Learning About People, Fishing, New Business Concepts.
What skills is Rob Baker known for?
Rob Baker has skills like Team Leadership, Call Center, It Service Management, Team Management, Mac Os X, Mcts, Marine Radio Operators Certificate Of Proficiency, First Aid, Firefighting, Inventory Management, Os X, Management.
Who are Rob Baker's colleagues?
Rob Baker's colleagues are Gemma Farr, Dominic Shaw, Melissa Mifsud, Brendan Thompson, Darshan Poojari, Roisín Selvarajoo, Mitchell Whitten.
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