Muhamad Syafizzuan Bin Ramli
Kuala Lumpur
Summary
Accomplished KYC Analyst and Customer Service Trainer with a proven track record at Radex Markets, enhancing compliance and service quality through expert knowledge in anti-money laundering and exceptional problem-solving skills. Spearheaded initiatives that significantly improved client onboarding and training programs, demonstrating adaptability and a commitment to excellence.
Overview
5
5
years of professional experience
Work History
KYC Analyst
Radex Markets
06.2023 - Current
- Conducted thorough customer identity verification processes, ensuring compliance with regulatory requirements for anti-money laundering (AML) and Know Your Customer (KYC) policies.
- Collected and analyzed customer data, including personal identification information, financial documents, and background checks, to assess potential risks.
- Reviewed and validated customer documents such as passports, government-issued IDs, utility bills, and bank statements to confirm accuracy and authenticity.
- Investigated discrepancies and flagged suspicious activities or accounts for further review, escalating cases as necessary to senior compliance officers.
- Assisted in the development and implementation of KYC procedures, improving the overall efficiency and accuracy of customer onboarding processes.
- Worked closely with other departments, including legal and compliance teams, to ensure adherence to local and international regulatory standards.
- Maintained up-to-date knowledge of regulatory changes related to KYC, AML, and other compliance requirements, ensuring timely updates to internal processes.
- Ensured that all customer files were accurately maintained, securely stored, and easily accessible for auditing and reporting purposes.
- Managed customer inquiries and provided clear, professional communication regarding KYC requirements and processes.
Customer Support Specialist
GMI Markets
01.2022 - 06.2023
- Provide high-level customer support to individual and institutional clients, addressing inquiries related to trading accounts, market conditions, and platform features.
- Assist clients with the onboarding process, ensuring smooth account creation, verification, and trading setup.
- Troubleshoot and resolve issues related to account access, platform functionality, trade execution, and technical problems in a timely and professional manner.
- Offer guidance on the use of trading platforms, including how to place orders, access account information, and utilize advanced trading tools.
- Educate clients on the various investment products and services offered by the brokerage, such as stocks, options, and CFDs (contracts for difference).
- Monitor client accounts for potential issues such as compliance violations, margin calls, or suspicious activity, and escalate to relevant departments as necessary.
- Maintain and update client records, ensuring all interactions and issue resolutions are accurately logged in the CRM system.
- Collaborate with the compliance team to ensure clients are adhering to regulatory requirements, including KYC (Know Your Customer) and AML (Anti-Money Laundering) procedures.
- Provide market updates and relevant trading news to clients, helping them make informed decisions.
- Handle inquiries via multiple channels including phone, email, live chat, and social media, ensuring consistent and timely responses.
- Assist clients in navigating and understanding brokerage fees, commissions, and account-related charges.
- Deliver exceptional customer service, building strong client relationships and ensuring client satisfaction, retention, and loyalty.
Customer Support Specialist
TDCX Malaysia
09.2020 - 12.2021
- Assist the player inquiries related to the game concerns; accounts, billing, and technical troubleshooting.
- Escalate to Tier 2 or Tier 3 using Slack Channel
whenever the issue is unable to be solved from our side or require further approval. - Assist colleague to solve the player issue in Tier 1(Using Slack Channel)
- Conduct Tier 1 account investigation related to compromised/hacking issues before removing suspension from player account
- Conduct Tier 1 investigation on player reports (Offensive Player Report – OPR) related to disruptive behavior before giving any suspension/penalties to the player.
- Update JIRA escalation for bug report (if necessary)
Customer Service Trainer
Shopee
09.2019 - 09.2020
- Design, develop, and deliver comprehensive training programs for new and existing customer service representatives to enhance service quality and operational efficiency.
- Conduct onboarding training sessions for new hires, focusing on company policies, customer service techniques, product knowledge, and system usage.
- Provide ongoing training and coaching to staff, ensuring that they are equipped to handle customer inquiries effectively and maintain high standards of customer service.
- Evaluate employee performance through assessments, role-playing scenarios, and real-time observation, offering constructive feedback to improve communication, problem-solving, and technical skills.
- Collaborate with department leaders to identify training gaps and areas for improvement, creating targeted learning modules and materials.
- Implement and track the success of training programs through performance metrics, surveys, and feedback from trainees and managers.
- Develop training manuals, guides, and online resources that support continuous learning and development for customer service teams.
- Lead regular team meetings and workshops to promote a culture of service excellence, sharing best practices and customer feedback insights.
- Stay current with industry trends, tools, and customer service techniques to incorporate the latest innovations into training programs.
- Foster a positive learning environment by providing motivation and support to trainees, ensuring engagement and skill development.
- Assist with troubleshooting complex customer service issues, offering guidance and expertise to representatives dealing with difficult customer inquiries.
Education
Diploma - Electrical, Electronics And Communications Engineering
Politeknik Sultan Salahuddin Abdul Aziz Shah
Shah Alam, Selangor, Malaysia06-2017
Skills
- Know your customer
- Anti-money laundering
- Enhanced due diligence
- Sanctions screening
- Client onboarding
- Problem-solving
- Effective communication
- Adaptability and flexibility
Languages
Malay
Native language
English
Upper intermediate
B2
Timeline
KYC Analyst
Radex Markets
06.2023 - Current
Customer Support Specialist
GMI Markets
01.2022 - 06.2023
Customer Support Specialist
TDCX Malaysia
09.2020 - 12.2021
Customer Service Trainer
Shopee
09.2019 - 09.2020
Diploma - Electrical, Electronics And Communications Engineering
Politeknik Sultan Salahuddin Abdul Aziz Shah
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