Salesforce
KIRUBA NAIR
SENIOR COMPLAINCE ANALYST
Kuala Lumpur
Summary
Versatile professional with experience in both customer service and compliance analysis. Skilled in delivering exceptional client support while ensuring regulatory adherence through thorough KYC/AML reviews, risk assessments, and documentation checks. Strong communicator with a proven ability to resolve issues, build client trust, and maintain compliance with industry standards.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Compliance Analyst
Bitget
02.2025 - Current
- Assist in AML/CFT regulatory compliance reviews and audits.
- Review internal processes for adherence to legal standards and industry best practices.
- Ensure compliance with local and international AML/CFT requirements.
- Conduct PEP and sanctions screening via tools.
- Review and verify corporate documents.
- Maintain internal risk registers and compliance logs.
AML/Senior KYC Analyst
Gate.IO
07.2023 - 02.2025
- Analyzing the questionnaires that users have provided to discount the users who would be using the platform.
- Performed periodic reviews of existing client files, ensuring continued adherence to AML/KYC requirements.
- Enhanced AML/KYC compliance by conducting thorough customer due diligence and risk assessments.
- Provided guidance to junior team members, helping them grow their expertise in AML/KYC analysis techniques.
- Identified potential suspicious activity by performing transaction monitoring and escalating cases for further investigation.
Customer Service Representative
Gate.IO
04.2023 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assist users in checking blockchain transactions, accounts, fiat transactions, events, and trading inquiries.
Team Leader
KuCoin
05.2022 - 04.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Customer Service Representative
KuCoin
03.2022 - 05.2022
- Assist users with accounts, deposits, and withdrawals.
- Assist in clearing backend cases on email and live chat inquiries.
- Check and verify KYC information.
- Training and QA calibration.
- Responded to customer requests for products, services, accounts, and deposit/withdrawal information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Senior Customer Service Representative
TDCX
09.2020 - 03.2022
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Site Supervisor
VKP Groups
09.2019 - 08.2020
- Oversaw personnel safety and efforts at work site.
- Supervised material usage and contractor man-hours to keep projects in line with budgetary restrictions.
- Maintained records and logs of work performed and materials and equipment used.
- Worked with personnel and managers to meet strict timelines.
- Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
Senior Customer Service Specialist
Foodpanda
08.2017 - 09.2019
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Gemilang Waja Recoveries
12.2016 - 08.2017
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
Education
Post-Baccalaureate Diploma - Diploma in Aviation Management
APTA Melbourne
Melbourne, Australia 04.2001 -
IELTS -
British Council
Penang 04.2001 -
High School Diploma -
SMK Sungai Karangan
Kulim, Kedah 04.2001 -
Skills
- Due diligence
- Documentation review
- Compliance monitoring
- Team leadership
- Investigations expertise
- Sanctions screening
- Anti-money laundering
- Compliance
- Analytical skills
- Teamwork
- Problem-solving
- Time management
Software
Oracle
LexusNexus
WorldCheck
Zendesk
AML/Compliance Backlog
Reference
SYAM (HR) KuCoin
+0107836959
Shani (HR) Bitget
+85261124090
Renuga Lim (Manager) Bitget
+60166550771
Timeline
Compliance Analyst
Bitget
02.2025 - Current
AML/Senior KYC Analyst
Gate.IO
07.2023 - 02.2025
Customer Service Representative
Gate.IO
04.2023 - 07.2023
Team Leader
KuCoin
05.2022 - 04.2023
Customer Service Representative
KuCoin
03.2022 - 05.2022
Senior Customer Service Representative
TDCX
09.2020 - 03.2022
Site Supervisor
VKP Groups
09.2019 - 08.2020
Senior Customer Service Specialist
Foodpanda
08.2017 - 09.2019
Customer Service Representative
Gemilang Waja Recoveries
12.2016 - 08.2017
Post-Baccalaureate Diploma - Diploma in Aviation Management
APTA Melbourne
04.2001 -
IELTS -
British Council
04.2001 -
High School Diploma -
SMK Sungai Karangan
04.2001 -
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