Sabrina Ahamat

With a decade of experience in IT Outsourcing, I have navigated various facets of service management, including service design, transition, operation, and improvement. In my previous role as GDC MY Resource Manager for a key HPE Global client, I oversaw demand/supply management and led the Quality and Service Improvement team.

Currently, I serve as the lead in the Trust & Safety team at LaunchGood, a global crowdfunding platform. In this role, I conduct KYC analyses, reviewing and approving campaigns with a focus on exercising sound judgment.

My diverse background includes roles in Support, Operations, Project Implementations, Service Delivery, ITSM, Consulting, Customer Service, and Compliance.

Key Qualifications:

• ITILv4 Foundation certified with a background in IT Service Management, Compliance, and Risk Management.
• AML/CTF/Sanctions expertise with a demonstrated history of success in project implementations and customer service.

A self-learner and motivated professional, I excel both independently and as a team player. With excellent communication skills, I easily relate to individuals at all organizational levels. My commitment to efficiency and adaptability is complemented by a track record of ambitious, goal-oriented performance.

LaunchGood, Trust & Safety Lead (KYC) (03/2023 - Present) 

• My primary responsibility is to review and analyze campaigns, emphasizing exercising sound judgment and making informed decisions to approve campaigns submitted for review.
• Investigate and assess documents provided by customers to determine the validity of campaigns
• Manage cases involving customer concerns through phone, email, and resolution platforms.
• Act as a decision-maker when users deviate from LaunchGood Guidelines, Policies, or Terms of Use
• Leverage your experience to complete the customer support lifecycle, ensuring that Know Your Customer (KYC) requirements are met, and payments are processed promptly to campaign creators.,
• Adhere to LaunchGood's Compliance & Risk Management policies and procedures consistently,
• Adhere to all compliance guidelines and protocols to review and validate KYC documentation promptly.
• Perform KYC verification, OFAC/OSFI sanction list screening, and Finclusive and World-Check screenings as required.
• Report any suspicious activities to the Money Laundering Reporting Officer (MLRO)
• Monitor for fraudulent transactions and promptly report them to the Compliance Manager or Fraud Department upon detection
• Document user feedback for Compliance managers, highlighting issues, bugs, and specific examples for resolution
• Stay informed about industry trends and updates through continuous reading and research
• Maintain a commitment to responding to customer inquiries and documentation within a 24-hour window
• Ensure thorough follow-up on requested information and verify compliance with regulatory requirements
• Prioritize tasks based on urgency and complexity, in line with the department's standard procedures
• Collaborate with the KYC lead to provide feedback for process improvements.
• Closely collaborate with other internal departments to assist and handle their requests.

• Age: 40 years
• Date of Birth: 01/31/83
• Gender: Female
• Nationality: Malaysia

• ITIL Intermediate Certificate in IT Continual Service Improvement, 2015
• ITIL Operational Support and Analysis, 2014
• Management Excellence for HP Managers, 2012
• ITIL – Foundation Certificate in IT Service Management (version 3), 2010
• Cisco Certified Network Associates (CCNA), 2007
• Microsoft Certified Systems Administrator (MCSA), 2006

• Promoted as a Shift Lead in 2007 then promoted again as a Team Lead in 2008.
• Promoted as a Technical Team Lead and absorbed as a permanent HP employee in 2009.
• Promoted as a Supervisor with Manager Flag and became the team's people manager in 2011.
• E-Award, Manager Award, Engineer of the Month.
• Reduced the amount of backlog tickets that more than 5 days by 69% within 4 months
• Improve ticket creation accuracy and reduce TTR with revised and updated Service Request, Change, and Incident catalog
• Enable visibility of overall operation health by introducing a comprehensive daily dashboard
• Minimized the counts of errors done in reports and tickets generated by the Service Desk.
• Revised and simplified most of the Service Desk reporting procedures and got it documented.
• Introduced the use of macro in MS Excel reporting and reduced repetitive work, removing waste.
• Reduced the total of voided ticket creation and reduced the overall total aging and dormancy of tickets in the queue

Adnan Ahmad

Chief Compliance Office LaunchGood 

+1 (416) 887-4434

adnanaha@gmail.com

Rahimah Bibi Mohd Kashim

Compliance Manager LaunchGood

+60 18-777 5852

rahimah@launchgood.com