NUR SHUHADA MOHD SHUKOR

Escalation Department

• As part of a team, provide actionable advice to stakeholders on how to effectively manage sanctions and AB&C related risks and keep them informed of developments in this area.
• Critically evaluates processes for identifying, documenting and assessing compliance risks associated with Binance's activities, providing advice and challenge as appropriate.

Team Leader of P2P and Withdrawal Department

• Responsible for supporting the team through coaching and development, managing staffing and handling daily operational duties
• Manages performance through analyzing data and discovering the needs of each individual team member
• Conducts team meetings to update team members on best practices and continuing product/process updates
• Communicates deadlines and performance goals to team members

Agent of Deposit and Withdrawal Department

• Handle backlog tickets, and provide 7*24h online enquiries and chat replies services to customers
• Handle customer enquiries, advices and suggestions via chat or online tools
• Support other department with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation
• Handle customer complaints, any special cases or ad hoc tasks.

• Handle 80 inbound calls per day, 120 emails per day, and support tickets, and respond efficiently to customer
• Identified customer's needs, clarified information, researched every issue and provided solutions or alternatives
• Completed call logs and produced call reports
• Meet personal/team qualitative and quantitative targets.

• Supporting reception desk
• Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, address complaints and receive form application
• Support admin and finance department such as daily record revenue, stock record and asset
• Other duties had been assigned by supervisor.

• Give instructions to and oversee the work of other employees and may be charged with making sure great customer service is provided
• Making sure employees that report to you meet performance expectations.