SITI NADIAH SAID

• Respond to scam-related inquiries and case escalations from the Contact Centre, ensuring accurate documentation and timely resolution of customer concerns.
• Investigated and resolved customer complaints related to fraudulent activity.
• Monitored suspicious activity on customer accounts, identified potential fraud and reported findings to management.
• Collaborate with internal stakeholders to ensure prompt follow-up and resolution of customer feedback and requests related to fraud and scam incidents.
• Maintain detailed and accurate records of case activities using internal case management systems, ensuring traceability and compliance with regulatory requirements.
• Identify and escalate recurring scam patterns or anomalies to senior team members for further investigation and analysis.
• Stay informed on current fraud-related policies, procedures, and scam trends to provide accurate and up-to-date guidance to customers.
• Ensure compliance with relevant regulations and industry best practices in the handling of scam-related incidents.
• Demonstrate empathy, professionalism, and discretion when managing sensitive customer issues, contributing to a positive and reassuring service experience.
• Analyzed transaction patterns to identify potential fraudulent behavior.
• Educated customers about preventative measures they can take against possible fraudulent activities.

JTC project

• Enhanced customer satisfaction by streamlining communication channels and improving response times by assisting through Government portal , Calls , Chats and emails at the same time.
• Developed innovative solutions to complex problems, resulting in improved organizational performance.
• Mentored junior staff members and trained new onboarding candidates.
• Took initiative and quickly adapted to various roles and responsibilities, successfully completing tasks across different levels within the first month of joining, demonstrating flexibility and the ability to perform beyond the designated job scope.

OCBC Singapore

• Completed highly accurate, high volume money count on call-in requests via both manual and automated-driven approach.
• Meet in demand productivity AHT and maintain responsiveness to demands while making sure procedures are followed accordingly without flaws. Assisted estimation of average of 50 customers each day.
• Remained poised and professional even in high-stress situations and when dealing with irate individuals.
• Completed special procedures for customers such as ordering new cheque, stopping payments or investigating to identify theft.
• Make sure to comply with Fraud prevention by Checking amount details and fraud markers for transaction.
• Monitored customer behaviors and upheld strict protocols to prevent theft of identity or information.
• Assisted with account opening requests or closing accounts and signing up for new services.
• Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
• Ensured clients were assisted according to empowerment.
• Adept at directing work of clients and to demands of Contact Centre.

Logistics and e-commerce (China based)

• Set, enforced and optimized internal policies (SOP) to maintain responsiveness.
• Advanced productivity KPI by leading and training on procedures and safety practices.
• Summarizing and submitting Production data to Director everyday.
• Checking working environment to ensure smooth workflow, assisting with faulty system or technical issues.
• Monitoring leave requests and evaluating if requested/taken leaves are valid.
• Presenting monthly KPI data to Director, Accounts department and partner client.
• Worked in matrix management environment with oversight of Director, division level managers, sales, finance, human resources, safety and compliance.
• Devised processes to boost long-term business success and increase profit levels.

E-commerce Shopee Malaysia

• Responded to customer requests for products, services and order via calls, chats and emails.
• Created email templates that were implemented for new staff to ensure prompt responses, enhancing efficiency and time management, leveraging my experience from being part of one of the earliest batches.
• Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Directed team of supervisors and managers to enhance across-the-board customer support and better meet company service demands.