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
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