Lee Kim Han
SME P2P SPECIALIST
Kepala Batas
Summary
Highly motivated and adaptable professional with strong communication skills and a proactive approach to problem-solving. Quick to learn new tools and concepts, with a keen interest in financial markets and technology. A reliable team player who thrives in dynamic environments and is always ready to take on new challenges.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
Work History
SME P2P Assistant Team Lead
Bitget
09.2023 - Current
- Investigated and resolved complex P2P trading disputes involving fraud, payment issues, and policy violations across multiple crypto platforms.
- Performed in-depth analysis of transaction patterns, user behavior, and digital evidence to detect fraudulent activity and mitigate risk.
- Enforced KYC/AML compliance and escalated suspicious transactions in line with regulatory and internal policies.
- Assisted in leading a team of specialists, delegating tasks, reviewing case quality, and mentoring new staff for operational efficiency.
- Improved dispute resolution workflows and contributed to SOP development, resulting in faster resolution times and enhanced user trust.
- Collaborated cross-functionally with risk, legal, and product teams to refine fraud detection tools and user protection policies.
- Performed manual analysis of wallet addresses and transaction flows to identify suspicious crypto activity and potential fraud patterns.
Customer Service
TDCX (Crypto Project, Binance)
01.2023 - 05.2023
- Delivered real-time customer support via live chat in Mandarin for crypto trading users, addressing inquiries related to account access, P2P transactions, deposits, withdrawals, and trading operations.
- Acted as the first point of contact to resolve user issues efficiently while ensuring a smooth customer experience across digital platforms.
- Escalated complex cases to specialist teams with detailed summaries, ensuring fast and accurate resolution.
- Maintained up-to-date knowledge of exchange policies, product changes, and crypto market trends to provide accurate guidance.
- Handled multiple concurrent chat sessions, achieving high satisfaction and first-contact resolution rates.
IT Helpdesk Support
Flextronic
05.2017 - 01.2023
- Provided first-line technical support for hardware, software, and network issues in a fast-paced manufacturing environment.
- Created, tracked, and managed service tickets using ServiceNow, ensuring timely escalation and resolution of incidents and requests.
- Assisted users with Windows OS, MS Office Suite, ERP systems, printers, and industrial IT equipment.
- Delivered remote and on-site support to shop floor and office personnel, maintaining uptime and minimizing disruption to operations.
- Documented solutions and contributed to knowledge base for recurring issues.
Day Trader
Affin Hwang Investment
04.2016 - 10.2016
- Executed short-term trading strategies across HKEX-listed equities, leveraging technical and fundamental analysis to capitalize on market volatility.
- Conducted real-time market research, monitored economic indicators, and interpreted earnings reports to inform trade decisions.
- Managed high-frequency trades while adhering to strict risk management practices to preserve capital and optimize returns.
- Utilized trading platforms and charting tools (e.g., MetaTrader, TradingView, Bloomberg Terminal) for in-depth market analysis.
- Maintained detailed trading logs and performance reports to evaluate strategy effectiveness and improve future outcomes.
Day Trader
Niche Evergreen
10.2014 - 02.2016
- Gained hands-on experience executing trades on HKEX-listed stocks using basic technical indicators and chart patterns.
- Monitored real-time market news and stock trends to develop entry and exit strategies.
- Practiced disciplined risk management by setting stop-loss levels and managing trade sizes.
- Maintained a trading journal to track performance, analyze outcomes, and improve decision-making skills.
- Continuously studied financial markets, trading strategies, and market psychology to enhance trading knowledge and consistency.
Trainee at development team
Nettium Sdn Bhd
09.2012 - 01.2013
- Company Overview: web company.
- Website design and programming
- Web company.
Education
Bachelor Degree of Multimedia Studies - Information Science and Technology
National University of Malaysia
07.2010 - 09.2013
STPM- Physics - Science
SMK Chung Ling Butterworth
01.2008 - 12.2009
SPM - undefined
SMK Chung Ling Butterworth
01.2003 - 12.2007
Skills
Training and mentoring
Teamwork and collaboration
Strategic thinking
Decision-making
Problem-solving
Time management
Customer focus
Analytical thinking
Previous Academic Projects
Simple application by using C++ and Java., Editing and design by using Adobe Photoshop and Illustrator., A static webpage using Publisher., A prototype for Bus Booking Transaction system., A video/audio editing about 'Friendship'., A 3D project about 'Green Technology'., A search engine with basic function., Mobile Snake Game.
Personal Information
- Age: 35
- Gender: Male
- Nationality: Malaysian
Strengths
- Strong analytical skills to quickly identify and resolve complex disputes and fraudulent activities in a fast-paced crypto trading environment.
- Excellent communication abilities in Mandarin and English to handle customer inquiries professionally and clearly.
- Detail-oriented with a focus on accuracy, ensuring thorough investigation and documentation of cases.
- Ability to remain calm and composed under pressure, managing sensitive situations with diplomacy and patience.
- Leadership skills to support and motivate the team, assist in training, and ensure smooth daily operations.
- Proficient in using ticketing systems and CRM tools to track and manage dispute cases effectively.
- Quick learner with a continuous improvement mindset, eager to adapt to evolving crypto industry trends and regulatory requirements.
- Collaborative team player who fosters positive working relationships and contributes to a productive team environment.
Timeline
SME P2P Assistant Team Lead
Bitget
09.2023 - Current
Customer Service
TDCX (Crypto Project, Binance)
01.2023 - 05.2023
IT Helpdesk Support
Flextronic
05.2017 - 01.2023
Day Trader
Affin Hwang Investment
04.2016 - 10.2016
Day Trader
Niche Evergreen
10.2014 - 02.2016
Trainee at development team
Nettium Sdn Bhd
09.2012 - 01.2013
Bachelor Degree of Multimedia Studies - Information Science and Technology
National University of Malaysia
07.2010 - 09.2013
STPM- Physics - Science
SMK Chung Ling Butterworth
01.2008 - 12.2009
SPM - undefined
SMK Chung Ling Butterworth
01.2003 - 12.2007