Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Work Preference
Timeline
Amzar Saipolddin

Amzar Saipolddin

Senior Customer Success Team Lead
Kuala Lumpur,14

Summary

A seasoned leader in customer success, I've spearheaded initiatives at Luno to enhance team performance and streamline operations, leveraging skills in operations management and coaching from the ground up. Experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed.

Overview

13
13
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Senior Customer Success Team Lead

Luno
Petaling Jaya, Selangor
07.2024 - Current
  • Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives within strong team of 12 Senior Customer Success Associates across Malaysia and Indonesia.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for team which helped in tracking progress towards set targets effectively.
  • Voted as one of (defending) Luno Legends for year 2023 and 2024 consecutively for showcasing month on month consistent of above 90% CSAT performance and productivity.
  • Created and managed project plans, timelines and budgets.
  • Devised and implemented processes and procedures to streamline operations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Customer Success Security Team Leader

Luno
10.2020 - 07.2024
  • Orchestrate the team's efforts to combat financial fraud and ensure the security of digital transactions.
  • Achieved 100% auto-fails for 2023 and 2024
  • Drive the investigation and resolution of financial crime cases, while mentoring and guiding team members.
  • Collaborate with cross-functional teams to develop and implement strategies that uphold ethical standards and compliance, all while staying ahead of emerging trends in financial crime prevention.
  • Led the security team effectively, ensuring optimal performance and adherence to company policies.

Customer Success Associate

Luno
11.2019 - 10.2020
  • Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
  • Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
  • Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.

Customer Service Subject Matter Expert

PayPal
08.2018 - 07.2019
  • Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
  • Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
  • Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
  • Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.

Business Support Officer

PayPal
07.2017 - 08.2018
  • Provided expertise knowledge on PayPal merchant and eBay auction site of products and tools.
  • Provides tailored solution and advice to key merchants regarding the features and benefits of all PayPal products.
  • Inspire and build upon a merchant's organizational culture which is progressive and continually raises the bar on service delivery across their business with PayPal.

Disputes Specialist

PayPal
11.2016 - 07.2017
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Kept up to date on industry information, system changes, network rules and compliance issues.
  • Analyzed, researched and resolved payment claims and chargeback within required timeframes.
  • Interacted with law enforcement agencies, merchants and postal services to obtain and review dispute information.

Customer Solutions Agent

PayPal
07.2016 - 11.2016
  • Contributed to company growth by up-selling and cross-selling products and services when appropriate, based on customer needs and preferences.
  • Built rapport with clients by consistently delivering friendly yet professional service during every interaction.
  • Collaborated with cross-functional teams to address complex customer inquiries and resolve escalated situations.

Front Office Supervisor

First World Hotel
07.2011 - 08.2014
  • Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
  • Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.

Education

Bachelor's Degree - Computer/Cyber Forensics

Asian Pacific University, Taman Teknologi, Bukit Jalil, Kuala Lumpur
09.2014 - 11.2016

Diploma - Information Technology

Kolej Poly-Tech Mara, Kuantan, Pahang
10.2008 - 11.2011

Skills

Operations management

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Languages

English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Upper intermediate (B2)
Thai
Elementary (A2)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

HybridOn-Site

Important To Me

Stock Options / Equity / Profit SharingTeam Building / Company RetreatsCareer advancementCompany CultureFlexible work hours

Timeline

Senior Customer Success Team Lead - Luno
07.2024 - Current
Customer Success Security Team Leader - Luno
10.2020 - 07.2024
Customer Success Associate - Luno
11.2019 - 10.2020
Customer Service Subject Matter Expert - PayPal
08.2018 - 07.2019
Business Support Officer - PayPal
07.2017 - 08.2018
Disputes Specialist - PayPal
11.2016 - 07.2017
Customer Solutions Agent - PayPal
07.2016 - 11.2016
Asian Pacific University - Bachelor's Degree, Computer/Cyber Forensics
09.2014 - 11.2016
Front Office Supervisor - First World Hotel
07.2011 - 08.2014
Kolej Poly-Tech Mara - Diploma, Information Technology
10.2008 - 11.2011

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Amzar SaipolddinSenior Customer Success Team Lead