ERNAWATI BINTI HASAN
Senior Coordinator, RISK AND FRAUD Operations
Batu Caves
Summary
Experienced hospitality and operations professional with a Diploma in Hotel and Tourism Management and hands-on experience in hotel front office operations. Currently serving as a Senior Coordinator in Risk and Fraud Operations at foodpanda, supporting operations across six APAC markets and handling complex customer, order, payment, and fraud-related cases. Skilled in customer service, investigation, problem-solving, cross-functional coordination, and maintaining accurate records while working in fast-paced environments.
Overview
2
2
Languages
11
11
years of professional experience
Work History
Senior Coordinator, Risk & Fraud Operations
FOODPANDA MALAYSIA & DHSSC
09.2020 - Current
- Investigated complex fraud and risk cases across six APAC markets, protecting the business from financial losses and platform abuse.
- Analyzed transactions, refund histories, account behaviour, customer interactions, and supporting evidence to detect suspicious activity and mitigate potential risks.
- Identified fraud patterns involving refund abuse, duplicate payments, false claims, cash discrepancies, and rider or merchant misconduct.
- Made evidence-based decisions on refunds, claim denials, compensation, and escalations in accordance with company SOPs.
- Coordinated with Payments, Customer Service, Rider Operations, Merchant Operations, and Quality Assurance teams to address high-risk cases and enhance collaborative outcomes.
- Achieved productivity, quality, and fraud-sampling targets while managing high volumes of time-sensitive investigations, ensuring effective case resolution.
Rider Executive – Fraud & Compliance
FOODPANDA MALAYSIA & DHSSC
09.2020 - Current
- Monitored rider activities and investigated payment discrepancies, delivery irregularities, and suspected misconduct to uphold compliance standards.
- Ensured rider operations complied with company policies, safety requirements, and fraud-prevention procedures.
- Reviewed case evidence and transaction records to identify corrective actions and ensure appropriate escalations.
- Resolved rider-related concerns professionally while balancing operational requirements, fairness, and business risk.
- Maintained accurate case records and coordinated with internal teams to resolve operational and compliance issues.
Front Office Supervisor
DORSETT KUALA LUMPUR
02.2019 - 02.2020
- Supervised daily front office operations, ensuring efficient management of 250+ reservations and walk-in guest requests daily.
- Led, trained, and mentored front office staff, fostering high service standards and enhancing operational efficiency.
- Resolved guest complaints professionally, safeguarding guest satisfaction and the hotel’s reputation.
- Coordinated with multiple departments to address guest needs, facilitating seamless hotel operations.
- Managed staff scheduling and deployment to maintain adequate coverage during peak periods.
Senior Guest Service Agent
PARKROYAL SERVICE SUITE KL
01.2018 - 01.2019
- Managed guest reservations, check-ins, check-outs, and enquiries, ensuring seamless experiences through professional customer service.
- Handled cashiering duties, including payment processing, account posting, paid-outs and foreign currency exchange.
- Coordinated with housekeeping and other departments to ensure timely room readiness and promptly resolve guest requests.
- Managed billing records and daily financial transactions with accuracy and accountability.
- Resolved guest concerns efficiently to maintain satisfaction and strengthen the hotel’s reputation.
- Operated front office and property management systems, maintaining accuracy in guest and reservation records.
Front Office Assistant
Sheraton Imperial Hotel KL
01.2016 - 01.2018
- Delivered personalised front office service in five-star hotel, ensuring adherence to international hospitality standards.
- Managed reservations, check-ins, check-outs and enquiries for individual guests, groups and travel-agent bookings.
- Coordinated with Housekeeping to ensure room readiness, accurate room-status updates and smooth guest arrivals.
- Coordinated with Housekeeping to guarantee room readiness, provide accurate room-status updates, and facilitate smooth guest arrivals.
- Responded promptly to guest requests and concerns, enhancing satisfaction and maintaining high service quality.
- Maintained accurate guest profiles, reservation details and billing records using the hotel’s property management system.
Cafe Worker & Front Office Assistant
RICHBALIZ HOTEL & KITCHEN
11.2015 - 05.2016
- Promoted from Café Worker to Front Office Assistant in recognition of strong performance, reliability and customer service skills.
- Managed guest check-ins, check-outs, reservations, and front desk enquiries to enhance guest satisfaction.
- Processed guest payments, issued receipts and maintained accurate billing and reservation records.
- Coordinated with Housekeeping and Maintenance to ensure timely room readiness and effectively resolve guest requests.
- Handled telephone and in-person enquiries, ensuring a welcoming and professional guest experience.
- Adapted successfully from food and beverage operations to front office responsibilities, demonstrating versatility and rapid career growth.
Education
DIPLOMA IN HOTEL MANAGEMENT
04.2001 -
SPM -
01-2012
Skills
Fraud Investigation & Risk AssessmentCustomer Escalation ManagementComplaint Resolution & Service RecoveryCross-Functional CoordinationFront Office OperationsBooking & Reservation ManagementCash ReconciliationIncident ReportingKPI & Service level MonitoringGuest & Customer RelationsTicketing & Case Management Systems
Accomplishments
- Promoted from Café Worker to Front Office Assistant in recognition of strong performance, reliability and customer service capabilities.
- Progressed from Rider Operations to Senior Coordinator in Risk & Fraud Operations, supporting investigations across six APAC markets.
- Managed over 250 daily hotel reservations and walk-in guest requests while supervising front office operations.
- Achieved 100% fraud-sampling performance while managing high-volume, time-sensitive investigations.
- Developed more than five years of experience in fraud, compliance and rider operations, alongside progressive leadership experience in hospitality.
- Successfully transitioned from hospitality into regional risk and fraud operations, demonstrating strong adaptability and transferable leadership skills.
Timeline
Senior Coordinator, Risk & Fraud Operations - FOODPANDA MALAYSIA & DHSSC
09.2020 - Current
Rider Executive – Fraud & Compliance - FOODPANDA MALAYSIA & DHSSC
09.2020 - Current
Front Office Supervisor - DORSETT KUALA LUMPUR
02.2019 - 02.2020
Senior Guest Service Agent - PARKROYAL SERVICE SUITE KL
01.2018 - 01.2019
Front Office Assistant - Sheraton Imperial Hotel KL
01.2016 - 01.2018
Cafe Worker & Front Office Assistant - RICHBALIZ HOTEL & KITCHEN
11.2015 - 05.2016
KUALA LUMPUR METROPOLITAN UNIVERSITY COLLAGE - , DIPLOMA IN HOTEL MANAGEMENT
04.2001 -
SIJIL PELAJARAN MALAYSIA - SPM,