Lawrence Yum

Experience

• 

  McDonald's

  Dec 2010 - Jun 2015

  Overnight worker
• 

  Asurion

  Jun 2015 - Apr 2019

  Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion’s 17,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services. • Selected to join Technical lead team for the management of technical team• Responsible for the training and development of the workforce and team capabilities• Took part in 2 projects that involved the development and administration of internal systems to improve the efficiency of workforce work flow• Subject Matter Expert on an international client (StarHub & Samsung) and several National clients (Telstra & NBN)• Act as Manager on Duty• Answering customer queries via calls and LiveChats to provide premier customer support regarding mobile devices • Constantly achieving results that "Exceed" expectationsAchieving an average over 2017 and 2018 of 82 Net Promoter Score (NPS) with an attachment rate of above 30%, scores that are considered best in class. Show less

  • Assistant Technical Lead & Customer Support Expert

    Feb 2018 - Apr 2019

  • Soluto Technician

    Dec 2016 - Feb 2018

  • Mobile Technical Support

    Jun 2015 - Dec 2016
• 

  Medipass

  Apr 2019 - now

  Medipass/Tyro Health is changing the way healthcare providers are getting paid. Our goal is to make providers billing experience as seamless as possible so that they can concentrate on the important stuff, i.e patient-care. As the Business & Data Analyst my responsibilities include: - Engaging with customers and cross-functional teams to understand market trends and drivers, to inform the product roadmap.- Developing and maintaining the technical product roadmap, outlining when features will launch and when, to optimise business outcomes.- Working with cross-functional teams, define product requirements and achieve business sign-off for new features.- Working closely with a range of cross-functional teams, including engineering, partnerships, account management, marketing and customer support. Also internal support teams including finance, legal and compliance, to ensure initiatives have appropriate approvals. Show less Medipass introduces modern digital thinking to health payments. We create payment solutions that connect patients, health care providers and funders in ways that increase transparency, reduce administration and simplify the overall payments experience for everyone.Key responsibilities:• Conferring with managers and executives to gather requirements and specifications while developing enhanced data and reporting tools• Communicating and collaborating with healthcare practitioners and practice support staff to ensure they have a delightful experience;• Assist with testing of new features;• Monitor customer feedback during the release of new features, and report back to the team;• Onboard new users to Medipass and help to evolve our onboarding processes;• Work closely with our design and development teams to ensure the features of the Medipass platform are aligned with user expectations and abilities; Show less

  • Business & Data Analyst

    Jun 2022 - now

  • Reporting Analyst & Customer Success Specialist

    Aug 2020 - Jun 2022

  • Customer Succes Specialist

    Apr 2019 - Aug 2020