Gibson Tan
Senior Business Analyst Team Lead
Malaysia,KL
Summary
Results-driven Business Analyst Team Lead with a successful history of leading high-performing teams and monitoring business performance across all Global Markets. Demonstrated expertise in developing and maintaining performance metrics, providing data-driven insights to senior leadership, and collaborating with cross-functional teams to drive business growth and efficiency. Strong analytical and leadership skills combined with a passion for using data to inform strategic decision-making.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Senior Business Analyst Team Leader
American Express
Kuala Lumpur
05.2021 - Current
- Global Team Leadership: Managed a team of 7 analysts, boosting productivity by 30% through automation tools.
- Workflow Optimization: Led process mapping, increasing operational efficiency by 25% in global fraud processes.
- Customer Experience: Implemented improvements, raising customer experience scores by 10% across international markets.
- Cost Savings: Achieved significant annual savings through multiple process improvements in global fraud operations.
- Strategic Insights: Provided data-driven insights to senior leadership, shaping divisional strategies and driving key business objectives.
- Stakeholder Collaboration: Collaborated with cross-functional teams and external partners to drive cost-saving initiatives in global fraud.
- Innovation and Technology: Introduced SQL, Python, and machine learning tools, enhancing data analysis and operational processes.
- Training and Development: Implemented training programs, keeping team members updated with latest organizational skills and practices.
Business Analyst and Customer Experience
American Express Malaysia
Kuala Lumpur
10.2018 - 04.2021
- Developed and maintained customer experience metrics and dashboards to track performance and provide insights to senior leadership and stakeholders
- Utilized data visualization tools to create compelling reports and presentations to communicate findings and recommendations to business stakeholders
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement. Collaborated with cross-functional teams within Fraud organization
- Played key role in developing customer-centric strategies and initiatives, resulting in increased customer satisfaction and loyalty.
Fraud Protection Analyst
American Express Malaysia
Kuala Lumpur
08.2017 - 10.2018
- Managed over 60 inbound and outbound calls with card members regarding fraud-related inquiries and enhanced customer experience
- Made sound decisions to approve or decline fraud claims through systematic analysis while meeting compliance regulations, transaction quality, and productivity as per goals
- Identified issues and gaps through feedback in existing processes, proposed changes in procedures, and services based on customer demand to meet their needs
Marketing Executive
Digi Telecommunications
Selangor
01.2017 - 08.2017
- Identified gaps in current processes, proposed and executed improvements for e-commerce portal
- Assisted in daily operation tasks for E-Commerce Portal to ensure that cases are resolved within SLA to enhance customer experience
- Generated performance reports which allow management team to make business decisions.
Education
Bachelor of Business (Hons) - International Finance
UOW KDU University College
Malaysia 03.2015 - 05.2017
Diploma - Accounting
Tunku Abdul Rahman University College
Malaysia 05.2011 - 05.2014
Skills
Data Analysis Expertise
Business Process Mapping
Operations Analysis
Forecasting and planning
SQL Proficiency & Python Programming Experience
VBA Macro in Excel
2023 Projects and Accomplishment
Recent Projects
- Global Inventory Management: Implemented methodology for APAC and EMEA, saving 500 production hours monthly.
- Granting Merchant Database: Initiated and implemented, improving operational efficiency and saving over $1 million annually.
- Process Migration to Malaysia: Led overseas process migration, improving operations efficiency and achieving an annual savings of $500,000.
- Automation Tool Introduction: Introduced automated analysis using machine learning mathematical statistical modules, & Python to enhancing data accuracy and reducing manual analysis time.
Award
- Contact Centre Association of Malaysia (Data Scientist): Gold Award Winner in 2023 - Recognized for outstanding contributions, leadership, and achievements in the field.
- American Express Malaysia Tribute & Pinnacle Award Recipient (2023) - Acknowledged for exceptional performance and significant impact on business outcomes within the company in 2023.
Timeline
Senior Business Analyst Team Leader
American Express
05.2021 - Current
Business Analyst and Customer Experience
American Express Malaysia
10.2018 - 04.2021
Fraud Protection Analyst
American Express Malaysia
08.2017 - 10.2018
Marketing Executive
Digi Telecommunications
01.2017 - 08.2017
Bachelor of Business (Hons) - International Finance
UOW KDU University College
03.2015 - 05.2017
Diploma - Accounting
Tunku Abdul Rahman University College
05.2011 - 05.2014