Astrid Micallef, Account Manager
That's Astrid Micallef, Account Manager for wamo's POS merchants in Malta, on what her merchants count on her for. Cafés, restaurants and shops across the island know her by name and value her personal approach, reliability and the relationships she builds with every merchant. For Astrid, that personal connection is what she loves most about her work.
The Go-To for Merchants
Every merchant Astrid looks after has both a wamo business account and a POS account, and she's their go-to for either. That might be an account statement, a forgotten password, an upgrade to a better package, a terminal issue, an end-of-day report that won't print, or a transfer they need help sending.
Her role extends beyond account management, giving her a broad view of wamo's POS operations in Malta. She coordinates inventory for the Malta sales team, making sure new merchants have the devices and essential POS supplies they need to get started and operate smoothly.
A Name to the Face
Merchants can access support in the way that suits them best, whether through the app, Oliva, wamo's AI assistant, or by contacting Astrid directly. Her presence in the Malta office adds a personal touch, giving merchants the reassurance of having a familiar face locally. "Having a representative here in the Malta office that they can see makes them more comfortable."
And they do see her. Merchants drop by the office to pick up paper rolls or a new charger, or to get help adding a team member in the app, and Astrid is a regular at many of their cafés. "If they put a name to the face, it always instills more confidence in them."
That trust shows in what merchants tell her. They compliment the service, ask about upgrades, and say they value being able to issue their own statements and cross-reference end-of-day reports between the terminal and the app. Many now see wamo as a provider they can rely on as much as one they've worked with for years. "It feels like a bit of a win in my book."
Straight to the Point
Asked whether reading a merchant's needs is ever hard, Astrid laughs. Her merchants, she says, are passionate, outspoken and direct. They'll tell you exactly what they need, and exactly what they had before, which she finds useful: when something is missing, wamo hears about it and can work on it.
Many have run their businesses for decades and dealt with plenty of account managers along the way. What they value most is honesty, so she tells them plainly what wamo can do, and what it can't. "They always appreciate when people are honest with them."
From Marketing to Fintech
Before wamo, Astrid was an account manager in marketing, a completely different world. There, she handled maybe six clients, and projects unfolded over months. Fintech moves at another pace, with a whole island of merchants to get to know. Both careers are rewarding in their own way, she says, but in her first year at wamo she's been struck by how big the field is, how much it changes day to day, and how much she's learned.
A Loop of Learning
What keeps Astrid motivated is that she loves to learn. Financial technology keeps moving, AI included, so she keeps learning, and keeps teaching her merchants and the team internally. "It keeps me on my toes and motivated to be better and to learn more. It's like a loop."
The office plays a big part in that. Astrid is there every day and, by her own admission, one of the loudest in the room. She's bubbly and outgoing, and tries to bring a light, happy energy around 95% of the time. Just as valuable is being able to walk over to a colleague's desk and ask for their expertise. "There's a team around me, and I can use their knowledge as well as mine to get the merchant their resolution faster."
Ten Months, One Mazda
Outside work, Astrid has been into cars since she was a teenager. At 18, she bought a Mazda MX-5, and during COVID she spent 10 months restoring it: stripping it down, doing the prep work, then reassembling and modifying it herself, with only the paint left to a professional. More than a decade on, it's still hers, and it isn't going anywhere. "She'll probably live a longer life than me."
