MUHAMMAD ALIAS BIN MOHD ZULKEPLY
Fintech Operations Specialist
Kuala Lumpur
Summary
Fintech Operations Specialist with 6+ years of combined experience in customer service, e-commerce, and digital banking operations. Expertise in KYC onboarding, transaction monitoring, payment reconciliation, and fraud prevention, with a proven track record of streamlining workflows, automating processes, and resolving complex operational challenges. Passionate about delivering secure, efficient financial operations that enhance customer trust, reduce risk, and drive measurable impact in fintech and digital banking.
Overview
7
7
years of professional experience
1
1
Certification
2
2
Languages
Work History
Fulfilment Specialist
Ryt Bank
12.2024 - Current
- Manage operational escalations related to digital banking services including payments, instaline, campaigns, and technical platform issues.
- Proactively identified opportunities for process improvements, implementing changes that led to measurable efficiency gains within the department.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Collaborate with Payment Operations team to perform transaction verification and payment reconciliation for disputed or abnormal transactions.
- Coordinate with Product, Engineering, AML, and Operations teams to investigate and resolve complex fintech product issues.
- Develop internal operational tools using Zendesk App Builder to streamline customer service workflows and improve agent productivity.
- Collaborated with team members to achieve daily productivity goals in a fast-paced work setting.
- Support operational reporting and issue trend monitoring to help identify recurring customer issues and improve service processes.
Ecommerce Specialist
Huawei | Concentrix Malaysia
01.2023 - 01.2024
- Managed digital commerce operations across major marketplaces including Shopee, Lazada, and TikTok.
- Optimized product listings and promotional strategies to improve sales conversion and customer engagement.
- Collaborated with logistics and fulfilment teams to ensure accurate order processing and delivery performance.
- Maintained operational reporting and monitored campaign performance metrics.
- Contributed to content creation efforts for product descriptions, blog posts, and newsletter updates that improved organic search rankings.
- Boosted online sales by implementing effective SEO strategies and optimizing product listings.
Ecommerce Executive
Huawei | SCICOM (MSC) Berhad
01.2022 - 01.2023
- Supported marketplace operations and digital campaign execution across regional e-commerce platforms.
- Monitored operational issues affecting online stores and coordinated resolution with technical teams.
- Maintained promotional campaigns, marketing activities, and client reporting.
- Provided exceptional customer service through prompt response times, accurate information, and empathetic communication skills.
- Boosted online sales by creating and implementing effective e-commerce strategies.
Assistant Team Leader
Celcom | SCICOM (MSC) Berhad
01.2021 - 01.2022
- Supervised customer support agents and monitored service level performance, quality, and productivity.
- Delivered daily operational briefings and coaching sessions for service updates and policy changes.
- Managed real-time floor operations and ensured service level agreements (SLA) were achieved.
- Achieved high levels of customer satisfaction by consistently delivering exceptional service through proactive problem-solving abilities.
- Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.
Customer Service Executive
Celcom | Startek
01.2019 - 01.2021
- Handled multi-channel customer support including calls, email, chat, and social media.
- Resolved billing disputes, service inquiries, and technical issues.
- Mentored new agents and supported knowledge sharing across teams.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Diploma - Business Management
KV Muadzam Shah
01-2018
SVM - Business Management
KV Muadzam Shah
01-2016
Skills
Digital Banking Operations
Customer KYC & Onboarding Verification
Payment Operations & Reconciliation
Fraud Transaction Verification
Escalation Management
Fintech Product Operations
Operational Risk & Compliance Awareness
Certification
Malaysian University English Test (MUET) – Band 4
Timeline
Fulfilment Specialist
Ryt Bank
12.2024 - Current
Ecommerce Specialist
Huawei | Concentrix Malaysia
01.2023 - 01.2024
Ecommerce Executive
Huawei | SCICOM (MSC) Berhad
01.2022 - 01.2023
Malaysian University English Test (MUET) – Band 4
10-2021
Assistant Team Leader
Celcom | SCICOM (MSC) Berhad
01.2021 - 01.2022
Customer Service Executive
Celcom | Startek
01.2019 - 01.2021
Diploma - Business Management
KV Muadzam Shah
SVM - Business Management
KV Muadzam Shah
Recognition & Achievements
- Recognition from Ryt Bank CEO Melvin Ooi for operational contributions.
- Public LinkedIn recognition from users for efficient problem solving and customer support.
- Top 3 Performance Agent – Huawei | Concentrix (2023).
- Best Assistant Team Leader – Celcom | Scicom (2021).
- Top 5 Customer Service Agent for 3 consecutive months – Celcom | Startek (2020).
- Best Sales Agent – Celcom | Startek (2019).