Meteela Jeyaratnam
Selangor
Summary
A highly motivated,detail-oriented professional with a background in Business Administration with over 9 years of experience across customer service, content management, due diligence, and PEP screening. Recently completed a Professional MBA, strengthening business operations, compliance, and strategic thinking skills. Strong communicator with critical thinking abilities and a collaborative mindset, experienced in working with cross-functional teams and handling sensitive information with accuracy and integrity. Well-prepared to contribute to roles that require analytical thinking, regulatory awareness, and a commitment to operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
PEP Screening Agent
Wise Payments Malaysia Sdn Bhd
01.2025 - Current
- Conducted thorough analysis of PEP and Adverse Media alerts, ensuring compliance with operational procedures.
- Enhanced customer experience by effectively communicating with clients and gathering necessary information for reviews.
- Supported onboarding processes by facilitating approvals with the relevant team, contributing to a seamless customer journey.
Due Diligence Agent
Wise Payments Malaysia Sdn Bhd
01.2024 - 01.2025
- Led comprehensive due diligence efforts, utilizing quantitative analysis and industry research to identify and mitigate financial risks, achieving a 20% reduction in potential risks and a 15% improvement in compliance.
- Delivered detailed KYC assessments that empowered cross-functional teams, resulting in a 20% decrease in financial crime and a 25% reduction in compliance-related incidents.
- Suggested enhancements to verification processes to meet industry standards, increasing accuracy by 15% through actionable insights and recommendations.
- Conducted performance reviews in collaboration with the Quality Assurance team, influencing efforts to reduce backlog effectively while providing mentorship and guidance.
Customer Service Associate
Wise Payments Malaysia Sdn Bhd
09.2022 - 01.2024
- Led initiatives to elevate customer satisfaction by 25% and improve retention rates by 30% through exceptional customer support and service delivery.
- Identified and resolved operational errors, resulting in a 15% reduction in customer churn rate and a 40% decrease in escalation incidents.
- Empowered and mentored outsourced agents, enhancing their understanding of quality assurance procedures by 30% through targeted training and guidance.
- Onboarded 13 new team members and collaborated with cross-functional teams to increase overall productivity by 20-30%, delivering actionable insights and recommendations.
- Influenced performance reviews through effective communication and team leadership.
- Suggested improvements based on analytical capabilities and critical thinking to enhance operational efficiency.
Content Reviewer
Mudah.my Sdn Bhd
11.2014 - 06.2022
- Led quality assurance initiatives for advertisements, enhancing user trust by 20% through effective communication skills and actionable insights.
- Identified and optimized approval processes to resolve operational errors, delivering increased revenue opportunities.
- Conducted thorough quality control checks to maintain advertisement integrity, utilizing critical thinking and analytical capabilities.
- Empowered and mentored part-time sales team members, improving adherence standards by 30% through guidance and effective coaching.
- Collaborated with cross-functional teams to develop strategies based on industry research. Provided performance reviews and recommendations to improve sales targets through problem solving and strategic insights.
Customer Management Associate
Groupon Malaysia Sdn Bhd
01.2013 - 11.2014
- Led quality assurance initiatives, achieving a 97-98% customer satisfaction rating through effective query resolution.
- Collaborated with cross-functional teams to strengthen customer relationships, resulting in a 25% increase in trust and loyalty.
- Identified and addressed operational errors, suggesting improvements that enhanced resolution times by 40% and overall customer satisfaction.
- Empowered team performance by providing mentorship and guidance on call center software and ticketing systems.
- Conducted analysis of procedure loopholes and system limitations to deliver actionable insights and propose recommendations for improvement.
Education
Master of Business Administration - quality management, operational efficiency
Universiti Teknologi Malaysia
10.2023
Professional Diploma in Human Resource Management - undefined
Malaysian Institute of Human Resource
11.2021
Professional Certificate in Human Resource Management - undefined
Malaysian Institute of Human Resource
11.2018
Diploma in Business with Information Technology - undefined
Asia Pacific University of Technology and Innovation (APU / APIIT)
10.2011
Skills
- Complaint resolution
- Multi-task management
- Content management systems
- Time management
- Online research
- Content management
- Background checks
- Microsoft Excel
- Refunds processing
- Customer relationship management (CRM)
- Transaction monitoring
- Legal compliance
- Analytical skills
- Teamwork and collaboration
- Problem-solving
- Quality assurance
- Regulatory compliance
- Risk assessment
- Data entry
Certification
- Professional Diploma in Human Resource Management
- Professional Certificate in Human Resource Management
Languages
English
Bilingual or Proficient (C2)
Malay
Advanced (C1)
Tamil
Elementary (A2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everything should be as simple as it is, but not simpler.
Albert Einstein
Interests
New Languages
Cooking
Software
Salesforce
Slack
LexisNexis
Zendesk
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsStock Options / Equity / Profit SharingPaid sick leaveTimeline
PEP Screening Agent
Wise Payments Malaysia Sdn Bhd
01.2025 - Current
Due Diligence Agent
Wise Payments Malaysia Sdn Bhd
01.2024 - 01.2025
Customer Service Associate
Wise Payments Malaysia Sdn Bhd
09.2022 - 01.2024
Content Reviewer
Mudah.my Sdn Bhd
11.2014 - 06.2022
Customer Management Associate
Groupon Malaysia Sdn Bhd
01.2013 - 11.2014
Professional Diploma in Human Resource Management - undefined
Malaysian Institute of Human Resource
Professional Certificate in Human Resource Management - undefined
Malaysian Institute of Human Resource
Diploma in Business with Information Technology - undefined
Asia Pacific University of Technology and Innovation (APU / APIIT)
Master of Business Administration - quality management, operational efficiency
Universiti Teknologi Malaysia
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