Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
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Dharshini Shanmugam

Dharshini Shanmugam

RISK CONTROL AND SECURITY OPERATIONAL SUPPORT
Kuala Lumpur

Summary

Bringing expertise in fraud prevention and risk assessment to deliver effective solutions, with a focus on data analysis and team leadership. Skilled in identifying suspicious activities and developing strategies to mitigate risks, while ensuring compliance with financial regulations. Strong analytical and communication skills enhance operational efficiency.

Overview

9
9
years of professional experience
2
2
Certifications
3
3
Languages

Work History

RISK CONTROL AND SECURITY OPERATIONAL SUPPORT

Bytedance Precision
07.2023 - 04.2024
  • Compiling and presenting detailed reports on identified fraud cases, including the methods used, the impact, and the recommended preventive measures.
  • Training and mentoring junior fraud analysts, helping them develop their skills and knowledge in the field.
  • Monitor transactions and account activities for signs of suspicious behavior or fraudulent activity. Handle account takeovers.
  • Knowledge of financial regulations, security protocols, and industry standards.
  • Assess customer profiles, including their background, source of funds, and financial behavior, to identify potential risks.
  • Verify and validate the identity of new and existing customers using various identification documents (e.g., passports, national IDs, utility bills).
  • Maintain accurate and comprehensive records of customer information, risk assessments, and KYC documents.
  • Handling escalations from higher management on urgent cases is a critical responsibility that involves effectively addressing issues, making prompt decisions, and ensuring that management's concerns are resolved efficiently.
  • Conducted detailed investigations of potential fraud cases, gathering evidence from multiple sources.
  • Contribute to the safety and quality of the TikTok Creator/Seller Marketplace (SEA countries) and EU market, a platform that connects brands and influencers.
  • Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
  • Effectively liaise with internal teams and customers via chat and email, focusing on promptness, clarity, and professionalism.

CONTENT MODERATOR

Bytedance Precision
, Kuala Lumpur
05.2021 - 06.2023
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
  • Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
  • Mentored new hires, providing guidance on best practices, company policies, and refreshers if required.
  • Contributed to the development of departmental goals aligned with the organization mission and values.
  • Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.

CUSTOMER SERVICE EXECUTIVE

Scicom (MSC) Berhad
10.2015 - 01.2017
  • Escalated critical customer issues to the supervisor to avoid lost revenue and canceled policies.
  • Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Developed highly empathetic client relationships, and earned a reputation for exceeding service standard goals.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Trained staff on operating procedures and company services.

Education

SIJIL PELAJARAN MALAYSIA -

Sekolah Menengah Kebangsaan Malim
Malacca, Malaysia
12.2013

Skills

  • Prioritization and scheduling

  • Effective verbal and written communication

  • Team leadership

  • Analytical reasoning

  • Experienced in utilizing Excel for data insights

  • Quality assessment proficiency

  • Fraud mitigation strategies

  • Data analysis proficiency

  • Risk management assessment

  • Strong organizational abilities

  • Knowledgeable in Zendesk functionalities

  • Salesforce expertise

  • KYC process management

  • Customer due diligence expertise

Websites

Certification

ByteStyle Walk The Talk Award, ByteDance

Personal Information

  • Date of Birth: 10/23/96
  • Nationality: Malaysian

Timeline

Completed Microsoft Excel (Intermediate Level Professional Training)

10-2024

RISK CONTROL AND SECURITY OPERATIONAL SUPPORT

Bytedance Precision
07.2023 - 04.2024

ByteStyle Walk The Talk Award, ByteDance

03-2023

CONTENT MODERATOR

Bytedance Precision
05.2021 - 06.2023

CUSTOMER SERVICE EXECUTIVE

Scicom (MSC) Berhad
10.2015 - 01.2017

SIJIL PELAJARAN MALAYSIA -

Sekolah Menengah Kebangsaan Malim

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Dharshini ShanmugamRISK CONTROL AND SECURITY OPERATIONAL SUPPORT