Skilled professional with experience in KYC, Compliance, Payment Operations, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer inquiry/disputes and accurately review documentation.
Hi, I’m
AFIQ RAZAK
Supply Payment Operations Specialist @ Agoda
Kuala Lumpur
Summary
Overview
5
years of professional experience
3
years of post-secondary education
Work History
Agoda International (Malaysia) Sdn Bhd
Supply Payment Operations Specialist
03.2024 - Current
Job overview
- Reduced processing time for payments by identifying bottlenecks and implementing solutions.
- Established a strong working knowledge of various payment systems/platforms used within the organization for seamless navigation between tasks.
- Performed regular audits on processed transactions to maintain accuracy and reduce instances of errors or discrepancies.
- Collaborated with cross-functional teams to resolve payment issues and improve overall operational efficiency.
- Handled customer inquiries regarding payment issues, providing prompt resolutions and maintaining high levels of satisfaction.
- Contributed to system improvements by submitting feedback on payment-related software enhancements or fixes needed.
- Streamlined payment operations by implementing efficient processes and procedures.
- Managed a high volume of client data, maintaining strict confidentiality and adhering to internal policies for information handling.
- Performed quality assurance checks on completed customer files, ensuring accuracy and completeness before submission for review or approval.
- Ensured compliance with regulatory requirements by conducting thorough customer due diligence checks.
Agoda International (Malaysia) Sdn Bhd
Customer Experience Specialist
2 2020 - 02.2024
Job overview
- Handling inbound contacts via calls, email & chats, handing Global English speaker customers
- Handling level 2 escalations with more complex cases that requires excellent negotiation and persuasion skills
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Documented customer interactions in internal database to maintain customer service history details.
- Experienced in handling cases related with legal threats, government authorities and cases from senior leadership team (CEO, COO, Senior Director Level, etc.
Matta Technologies Sdn Bhd
Database Executive cum CS
06.2019 - 12.2019
Job overview
- Setting up company extranet website
- Outbound to hotel partners for onboarding
- Following up and catching up on deadlines.
Education
Universiti Kuala Lumpur British Malaysian Institute
Diploma of Engineering Technology in Telecommunications
01.2013 - 04.2016
University Overview
Skills
Customer Service
Excellent communication
Transaction monitoring
Problem solver
Payment Processing
Operational risk management
Electronic Payments
Payment Systems Knowledge
Microsoft Excel
Microsoft Office
Multitasking Abilities
Excellent Communication
Attention to details
High investigation skills
High negotiation
Persuasion
Analytical thinking
Age
Age
29 Years Old
Maritalstatus
Maritalstatus
SingleLanguages
English
Malay
References
References
Alex Yong
Agoda Payment Operations Senior Manager
Phone: +60123781114
Timeline
Supply Payment Operations Specialist
Agoda International (Malaysia) Sdn Bhd
03.2024 - Current
Database Executive cum CS
Matta Technologies Sdn Bhd
06.2019 - 12.2019
Universiti Kuala Lumpur British Malaysian Institute
Diploma of Engineering Technology in Telecommunications
01.2013 - 04.2016
Customer Experience Specialist
Agoda International (Malaysia) Sdn Bhd
2 2020 - 02.2024