IVAN MABESSA
Customer Support Executive
Kuala Lumpur
Summary
Experienced Customer Support professional with a growing interest in Anti-Money Laundering (AML). Committed to maintaining professional relationships to drive business results and possesses strong foundational knowledge and a keen desire to specialize in AML. Responsive and resilient team player with adaptable and resourceful mindset. Eager to leverage existing skills and embark on a rewarding journey in AML compliance while continuing to excel in customer support.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
10
10
Certifications
4
4
Languages
Work History
Customer Support Executive
Exness
1 2023 - Current
- Provide problem-solving skills to existing clients by ensuring excellent service provided to clients;
- Ensure operating systems are functioning properly and report to the leader if it fails;
- Process client's request via phone call, live chat, and email; Escalate issues to appropriate specialist when needed (via SalesForce or Jira);
- Update clients on their request status accordingly;
- Constantly verify documents submitted by clients within specific regions on an hourly basis;
- Attend all seminars scheduled by the company for the employee; Achieve quarterly KPI targets set by manager/leader;
- Perform other ad-hoc tasks assigned by manager/leader.
Customer Service Assistant
ABSA BANK
2022.04 - 2023.01
- Provide clarifications to customers; Contribute in plans to attract and retain customers;
- Actively participate in sales of products and services of the Bank;
- Ensure the migration of customers to digital channels (Absa Móvel and Internet Banking);
- Account opening; Update the database of existing customers (KYC);
- Assist the Agency's treasury services;
- Receive and process domestic and international transfer requests;
- Comply with mandates for account movements;
- Pay and receive cash: checks, traveler’s checks, deposits and other financial instruments from clients;
Customer Care Agent
ABSA BANK
2021.06 - 2022.04
- Respond to customer requests in the first instance using all systems provided by the company;
- Ensure customer satisfaction and quality service;
- Address customer complaints and mitigate dissatisfaction by employing timely and on-point solutions;
- Respond to customer needs through competent customer service and prompt problem solving;
- Credit card payments and activation of digital channels;
- Advertise and Sell the Bank's products and services.
Education
Bachelor Degree In Translation of Portuguese/English -
2018.01 - 2022.04
Skills
Strong documentation skills, with the ability to summarize findings effectively Excellent Analytic skills to review large customers data and make right decision at right time Strong skills in using Risk Based Approach (RBA) A clear sense of priority, good planning skills and ability to tackle work in an organized approach Strong research skills, including online search tools, tenacity and ingenuity in the pursuit of reliable source and information for suspicious activities investigation Excellent organizational, communication and project management skills Strong Computer skills including tool likes Microsoft Office and especially Excel
Certification
Translation of Portuguese/ English (UEM)
Timeline
14 AML / CFT Training Sessions (50 Hours) - AML BASE
2024-06
Advanced Transaction Monitoring Masterclass (SUMSUB)
2024-03
Internal Audit Report of Compliance Department - AML BASE
2024-03
Ready To Work (Work, People, Money and Entrepreneurial Skills) – ABSA GROUP
2022-09
Translation of Portuguese/ English (UEM)
2022-08
Customer Service Assistant - ABSA BANK
2022.04 - 2023.01
Brilliant Customer Service - Udemy
2021-12
Customer Success (Udemy)
2021-11
Customer Experience (Udemy)
2021-10
Telephone service techniques (Contact)
2021-06
Customer Care Agent - ABSA BANK
2021.06 - 2022.04
Eduardo Mondlane University - Bachelor Degree In Translation of Portuguese/English,
2018.01 - 2022.04
Basic English Course (University of Dodoma)
2014-09
Customer Support Executive - Exness
1 2023 - Current