NURFARAH INTAN NADIA BINTI ROHAIZAD

L2 Agent (April 2024-Present)

Deposit and Withdrawal Team

• Address and resolve customer inquiries regarding payment processes, including deposits, withdrawals, transactions, and refunds, ensuring a high level of customer satisfaction.
• Manage escalated emails and tickets from Customer Service team (L1 Team), resolving customer inquiries or addressing complaints in a timely manner.
• Investigate and resolve escalated payment-related issues, such as high-risk transactions, verification challenges, and payment failures, while adhering to company policies and procedures.
• Submitted and monitored high-value deposit, withdrawal, and refund transactions (up to MYR 1 million) to the Finance team for timely processing.
• Acted as a transaction reviewer, ensuring accuracy and proper assignment to respective account owners.
• Identified and escalated potential multi-claims and fraud cases to the appropriate investigation or risk management teams.
• Coordinated with Level 3 Wallet Technical Support team to resolve complex deposit, withdrawal, and refund issues efficiently.
• Ensured end-to-end resolution of all financial transactions within internal SLAs and compliance guidelines.
• Experience working with teams across global offices and time zones.

L1 Agent (August 2023 - March 2024)

Account Security Team

• Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice,

• Maintaining a working knowledge of company products to effectively communicate with customers.

• Escalate any queries or unresolved issues to Level 2/Team Leader as advised by the operations management, which cannot be completed within the agreed procedures.

• Conduct a verification call for account security issue

• Liaise with other department such as P2P, CDD, AML, RISK, P2P and Finance for any arising issue

Online Shopping - Shopee Dispute Department

Person In Charge

• Cleared backlog cases exceeding 3 days within the team’s queue to ensure timely resolution.
• Handled aging and escalated cases assigned by the team leader, ensuring resolution within the agreed turnaround time (TAT).
• Supported team members by addressing inquiries on the floor and via internal communication channels (e.g., SeaTalk) in the absence of the team leader.
• Collaborated closely with cross-functional teams (chat, email, and call teams) to address and resolve arising issues efficiently.
• Resolved product-related issues (e.g., incomplete, damaged, or incorrect items) by gathering evidence from both buyers and sellers.
• Handled customer complaints by providing timely and appropriate solutions and ensuring thorough follow-up to guarantee resolution.
• Collaborated with relevant departments (Logistics, Payment, Third Party) via Salesforce and in-house systems to address service-related concerns and deliver effective solutions.

Monitored put away process to ensure newly received stock was accurately recorded in the system and properly organized in racking for the picking stage.

• Ensured inbound, storage, and outbound operations were executed in compliance with Distribution Center (DC) Standard Operating Procedures (SOP).
• Assisted the Warehouse Manager in coordinating and managing periodic cycle counts to maintain accurate inventory records.