Asana
John Anthony Dass
Executive
Johor
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Fintech industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Customer Service Agent (Apps & Kiosk Machine)
Pay2home Pte Ltd
Singapore
05.2022 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Demonstrate how customers can send money using our Mobile apps self serving Kiosk Machine.
- Provide complete information about our products and services and generate customer interest
- Perform customer enrolments and process remittances in line with policy
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Operated cash Denominations for cash, check, and Debit card transactions with excellent accuracy levels.
- Meet business quality goals while maintain a high degree of accuracy and business service standards,
- Reviewed invoices and monitored payments for timely reconciliation.
- Maintain retail department compliance with MAS Regulations standards.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adapted to new applications and maintained knowledge of current technologies.
Corporate Sales Specialist (Payroll & Remittance)
Instapay Technologies Sdn Bhd
Penang
04.2021 - 04.2022
- Sign up companies for opening Payroll Accounts with Instapay for their employees
- Build and maintain relationships with corporate clients and prospects
- Demonstrated how-to do Mass KYC & ID uploading & documentation in payroll portal.
- To trained Payroll Officer Update employee files with new details such as changes in address or salary levels.
- Demonstrated Instapay app for the employer & employee to view and hands on all the features financial services offered.
- Trained Payroll Officer to Perform data entry tasks and maintained accurate records of employee payroll information.
- Create a Sales pipeline and meet with potential clients to determine their needs
- Engage with the relevant support teams to provide customers with effective payroll solutions
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Kept detailed records of daily activities through online customer database.
Client Success Manager ( Fintech Startup)
Intuitive Asset Sdn. Bhd
Kuala Lumpur
12.2019 - 12.2020
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Test the current and new capabilities of the CurrenSeek services, and in the manage the roll out and support of new capabilities to clients
- Attend client visits with the sales team to demonstrate the platform to prospective clients and promoting its benefits
- Understand client needs and their Standard Operating Procedures, and advise them on potential changes to be made when using the CurrenSeek platform
- Create and maintain training materials as needed for clients and their customers, and provide on-site and remote training to clients as needed
- Assist clients with their on-boarding process, ensuring they have all the relevant training and
documentation required to effectively service their customers - Answer client queries in person and online - assist with troubleshooting issues and suggest
workarounds to ensure they are maximizing the value of the service - Assist in promoting the service both on & offline, including responding to online queries from
users and attending events - Be the “Voice of the Customer”, providing feedback on issues and enhancements to the
product team and keeping clients informed of upcoming deliveries. - Reached out to accounts regularly to check on needs, understanding business operations and offer services.
Account Service Manager (Banking)
Alliance Bank Malaysia Berhad
Kuala Lumpur
09.2017 - 09.2019
- To Assist Local / Foreign worker payroll and remittance mobile on-site application and Bizsmart system.
- Execution -Complete the end to end local /foreign worker Payroll and mobile application.
- sign-up to meet individual target and contribute to the bank overall foreign worker remittance target
- Provide Comprehensive advice to Bank's Foreign Worker customer on payroll account and mobile application operations
- Provide Face / Hands on Training to ensure the foreign worker are familiar on the mobile application Usage
- To Work Closely with alliance @work Relationship Managers and alliance direct marketing team on referrals and on- site execution appointments.
- Educated customers on online banking and mobile banking applications.
- To liaise & propose Bizsmart payroll system to existing and non- existing customers - Provide Training to companies personnel on uploading KYC details in system/ Excel.
- Followed through with client requests to resolve problems.
- Cross-sold credit cards, loans and other bank products.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Processed applications for new accounts.
- Assisted customers with banking needs and inquiries.
- Referred customers to other banking departments for specialized services.
- Maintained friendly and professional customer interactions.
Channel Sales Executive (Merchants)
Valyou Sdn Bhd
Penang
08.2016 - 08.2017
- Distribution set up and channel operations, Sales Target achievement, Mobile Wallet Balance
- Improved business processes to increase productivity and align channel sales department with organization.
- Cash management, Merchandising and Visibility
- Agent shortlisting and appointment as per business plan, business guidelines and dimensioning
- Shortlisting and appointment of promoters in agreement with Agents and Wallet Manager
- Agent Registration and verification as per Bank Negara Malaysia guidelines
- Co-ordination with Operations team for Agents on boarding
- Mobile Wallet balance
- Evangelized benefits of global platform to add value to unified product offering.
- Management
- Assessed, clarified and validated partner needs to nurture relationships and achieve success.
- Monitor and provide guidance to agents to achieve sales and service targets
- Agents and Promoters training and regular updates
- Monthly meeting with Agents for briefing and month end review
- Ensuring Agents performance and ROI/ investments in line business plan
- Drive review and achieve sales targets
- Monitor the issue resolution of partner channel to ensure issues are properly resolved within the agreed SLA
- Competitor tracking and suggest innovative and counter strategies
- Ensuring various SLAB
- KPIS of agents and promoters
- Met and exceeded targets and growth metrics within assigned partner accounts.
Assistant Branch Manager( Retail Store)
BFC Exchange (M) Sdn Bhd
Penang
05.2013 - 08.2016
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Mentored new team members on remittance system operation, customer service strategies, and sales goals.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors
- Received and processed customer payments.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Educated employees on register use, merchandising, and customer service.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Facilitated and logged store opening, closing, and shift changes.
- Managed staffing levels to provide optimal support for cash register operations.
- Led cashiers and associates in providing thoughtful customer service.
Branch Supervisor ( Retail Store)
Max Money Sdn Bhd
Penang
03.2010 - 04.2013
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Set schedule for tellers and customer service representatives.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Executed extensive variety of customer transactions according to institutional policy and procedures.
- Managed maintenance of facility and grounds.
- Assigned job roles and oversaw performance.
- Collaborated with other supervisors to coordinate activities of individual team members and departments.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Education
BBA - Business Studies/Administration/Management, Business
06.2017 - 10.2019
Skills
Business Development
Business administration
Finance background
Startups and turnarounds background
Staff Management
Cross-functional communications
Operations management
Natural leader
Risk management
Time management skills
Currency counting
Safe verifications
Refunds and exchanges
Cash drawer management
Written and verbal communication
Staff Training
Identification checks
Cleaning and sanitizing
Records Maintenance
Proficient in Microsoft
Cash Handling
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Supervised team of 5 staff members.
- Completed manager training program.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Google Suite
Trello
Microsoft Suite
SQL
Interests
Productivity Tools & AI
Timeline
Customer Service Agent (Apps & Kiosk Machine) - Pay2home Pte Ltd
05.2022 - Current
Corporate Sales Specialist (Payroll & Remittance) - Instapay Technologies Sdn Bhd
04.2021 - 04.2022
Client Success Manager ( Fintech Startup) - Intuitive Asset Sdn. Bhd
12.2019 - 12.2020
Account Service Manager (Banking) - Alliance Bank Malaysia Berhad
09.2017 - 09.2019
Asia E University - BBA, Business Studies/Administration/Management, Business
06.2017 - 10.2019
Channel Sales Executive (Merchants) - Valyou Sdn Bhd
08.2016 - 08.2017
Assistant Branch Manager( Retail Store) - BFC Exchange (M) Sdn Bhd
05.2013 - 08.2016
Branch Supervisor ( Retail Store) - Max Money Sdn Bhd
03.2010 - 04.2013