Rezza Burhanudin
Dispute Resolution & Chargebacks | Defraud Detection & Prevention
Kuala Lumpur
Summary
Driven by a customer-centric approach and backed by experience as a Quality Assurance Specialist, my goal is to boost customer satisfaction. Proficient in Risk Operation analysis, Customer Due Diligence (KYC), and adept team management, all focusing on prioritizing customer needs. My skill set ensures compliance and risk mitigation, enhancing the overall customer experience. As a seasoned Marketing Executive in the heavy machinery sector, I've led sales teams with impactful strategies, resulting in increased engagement, reinforced branding, and notable market share growth. With strong team management skills, I foster collaboration for optimized performance. Recognizing the pivotal role of quality and metrics, my dedication remains steadfast in elevating customer satisfaction, operational excellence, and overall team success.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Card Dispute and Chargeback Agent
Wise
11.2023 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Support Specialist
Grab
11.2021 - 11.2023
- Entrusted with comprehensive assistance in all financial-related matters across Grab's products, ensuring a seamless and satisfactory experience for customers in the Singapore market
- Proactively liaise with MasterCard to resolve non-fraud-related disputes promptly and effectively, maintaining open communication channels to guarantee swift issue resolution and customer satisfaction
- Collaborate closely with the RiskOps Team to tackle fraud incidents, actively participating in the development and implementation of proactive measures to safeguard customers' financial interests and uphold the integrity of Grab's services
- Assume responsibility for handling customer verification issues in coordination with the KYC team, demonstrating a keen eye for detail and adherence to regulatory requirements to ensure accurate and compliant processes
- Prioritize prompt and accurate resolution of customer concerns, verifying identities, and addressing any potential compliance issues, contributing to a smooth and secure experience for valued Grab customers
- Contributed significantly to Grab's success in the Singapore market by providing robust support in financial-related areas, reinforcing the company's commitment to customer satisfaction and security
Parts Executive
WIRTGEN GROUP
03.2021 - 11.2021
- Proficiently handled parts sales analytics within the Parts Sales and Service Department collection division, utilizing SAP software to analyze sales data, track trends, and identify opportunities for improvement
- Successfully managed the invoicing process, ensuring accurate and timely billing for parts sales transactions, and contributing to efficient financial operations
- Demonstrated expertise in generating credit notes, and promptly addressing customer returns and refunds while maintaining a high level of customer satisfaction
- Produced comprehensive and accurate account statements, providing customers with clear and detailed records of their transactions, and fostering transparency and trust in business dealings
- Collaborated with cross-functional teams to streamline processes, optimizing the efficiency of parts sales and service operations
- Actively engaged in continuous improvement initiatives, suggesting and implementing process enhancements to increase productivity and reduce errors
- Acted as a reliable point of contact for internal stakeholders and external customers, ensuring smooth communication and prompt resolution of any queries or issues related to parts sales transactions
- Recognised for accuracy, efficiency, and dedication in managing parts sales and service-related tasks, contributing to the overall success of the department and the organization
HSSE Coordinator
WIRTGEN GROUP
04.2019 - 11.2021
- Collaborated closely with other HSSE (Health, Safety, Security, and Environment) team members to ensure full compliance with all HSSE requirements set by both the local authorities and parent company, John Deere
- Conducted regular inspections and audits of the office premise to identify potential safety hazards and implement appropriate corrective actions promptly
- Assisted in the development and implementation of HSSE policies and procedures, promoting a culture of safety and environmental responsibility within the organization
- Participated in HSSE training sessions to stay updated on best practices and regulations, subsequently sharing this knowledge with colleagues to enhance overall safety awareness
- Acted as a point of contact for employees regarding HSSE-related concerns, promptly addressing inquiries and providing guidance on safety protocols
- Coordinated emergency preparedness drills and exercises to ensure that all staff members are well-informed and capable of responding effectively in case of emergencies
- Contributed to the preparation of reports and documentation related to HSSE compliance, supporting the monitoring and reporting of key performance indicators to management and stakeholders
- Played an active role in incident investigations, helping to identify root causes and recommending preventive measures to minimize the risk of future occurrences
- Recognised for the dedication to maintaining a safe and compliant office environment, fostering a positive HSSE culture that reflects the values of both the local authorities and John Deere
Marketing Executive
WIRTGEN GROUP
06.2018 - 11.2021
- Successfully executed marketing initiatives assigned by the Managing Director, contributing to brand-strengthening efforts and substantial market share growth
- Proactively developed and implemented new marketing strategies, resulting in enhanced brand visibility and increased customer engagement
- Authored engaging marketing articles for local publications, effectively communicating company events to local stakeholders, and reinforcing brand presence
- Fostered strong partnerships with esteemed organizations, including the Institute of Engineers of Malaysia (IEM), Malaysia Public Works Department (JKR), and road contractors
- Orchestrated and managed a diverse range of events nationwide, encompassing seminars and talks for both white-collar and blue-collar audiences, showcasing cutting-edge road construction technologies in the market
- Assumed full ownership of pre and post-event activities, ensuring seamless event execution, and conducting thorough post-mortems to continuously improve customer experience
- Successfully implemented the WIRTGEN GROUP's Corporate Identity (CI) nationwide, ensuring a consistent and cohesive brand identity across all regions
- Spearheaded creative brainstorming sessions, generating innovative concepts and design ideas for product flyers and marketing merchandise catering to internal and local market groups
- Efficiently managed product brochure inventory, maintained ready stock, and procured materials from the headquarters in Windhagen and Ludwigshafen, Germany, aligning with John Deere's policy and meeting local market demands
Quality Assurance Specialist
VADS Berhad
01.2018 - 04.2018
- Spearheaded efforts to ensure the highest performance quality of Customer Service Representatives (CSRs) while engaging with existing and potential customers
- Employ a comprehensive approach, meticulously monitoring interactions across the voice team (inbound and outbound calls) and non-voice team (inbound and outbound emails)
- Conduct assessments encompassing multiple facets, including evaluating associates' demeanour, technical accuracy, customer service performance, and adherence to company policies, product knowledge, and established procedures
- Collaborate closely with fellow Quality Assurance (QA) professionals to develop and implement effective call centre quality processes and procedures, placing a premium on teamwork to enhance the overall customer experience
- Display unwavering commitment to continuous improvement by regularly reviewing and updating training materials to meet the evolving needs of customers and team members
- Strive to equip associates with the necessary skills and knowledge to consistently deliver exceptional customer service, contributing to the ongoing growth and success of the organization
- Champion a culture that emphasizes excellence, aiming to elevate customer service standards and empower the team to exceed customer expectations consistently
- Foster a positive and memorable customer experience, ensuring the satisfaction of every customer served by Ultra Mobile
Customer Service Professional
Ultra Mobile
07.2017 - 12.2017
- Engaged and assisted inbound calls from customers, delivering exceptional service and support for inquiries and issues related to Mint Mobile, a leading wireless option highly praised by Android Central
- Demonstrated expertise in network troubleshooting, efficiently resolving technical challenges to ensure seamless connectivity for our valued customers
- Proficiently addressed phone compatibility issues, guiding customers through compatibility concerns and finding suitable solutions
- Actively promoted and communicated ongoing promotions, contributing to increased customer engagement and satisfaction
- Successfully executed product cross-selling strategies, highlighting the benefits of additional products and services, thereby enhancing the overall customer experience
Customer Service Professional
Ultra Mobile
03.2017 - 06.2017
- Proficiently handle customer queries, providing exceptional support and assistance on various products, while maintaining a strong focus on customer satisfaction
- Skilled in troubleshooting and resolving customer issues promptly and effectively, either on-the-spot or by escalating cases to technical specialists for further assistance
- Dedicated to delivering outstanding customer experiences, actively engaging with customers to gather user experience data and feedback to continuously enhance service quality
- Possess a customer-centric approach, prioritizing customer needs and requirements while ensuring seamless interactions and positive outcomes
- Demonstrate strong communication and interpersonal skills, fostering productive relationships with customers and colleagues alike
Brand Ambassador
UNICEF
01.2017 - 03.2017
- Successfully executed campaigns to raise public awareness of UNICEF's crucial role as a humanitarian and developmental aid agency for children globally, with a special focus on its initiatives in Malaysia
- Spearheaded recruitment efforts to attract individuals interested in contributing to UNICEF's cause, effectively converting prospects into donors, thus ensuring sustained support for the organization's initiatives
- Demonstrated a passion for UNICEF's mission, serving as a passionate advocate for the welfare and rights of children worldwide, especially in Malaysia
Senior Assistant Instructor
Kumon Malaysia
06.2013 - 02.2017
- Handle new students enrollment
- Discuss students' progress with parents - impromptu or by appointment
- Prepare and submit monthly reports to Kumon Malaysia HQ
- Monitor and assist the preparations of students' daily worksheet prepared by Admin Assistant
High Level Mathematics Tutor
Kumon Malaysia
12.2011 - 09.2015
- Guide and tutor students in making sure that they are able to do and comprehend their class and daily homework
- To record students' progress & academic performance in the record books on daily basis
Data Entry Associate
Scicom MSC Berhad
05.2011 - 08.2011
Education
Bachelor of Engineering - BE - mechanical automotive engineering
International Islamic University Malaysia
01.2006 - 01.2011
A Level - Engineering
International Islamic University Malaysia
Skills
- Chargebacks
- Fraud Investigations
- Customer Satisfaction (CSAT)
Certification
Cybersecurity Foundations: Governance, Risk, and Compliance (GRC)
Awards
- High Flyer Customer Service Professional, 2022
- Best Compliment Award, 2022
Timeline
Card Dispute and Chargeback Agent
Wise
11.2023 - Current
Support Specialist
Grab
11.2021 - 11.2023
Parts Executive
WIRTGEN GROUP
03.2021 - 11.2021
HSSE Coordinator
WIRTGEN GROUP
04.2019 - 11.2021
Marketing Executive
WIRTGEN GROUP
06.2018 - 11.2021
Quality Assurance Specialist
VADS Berhad
01.2018 - 04.2018
Customer Service Professional
Ultra Mobile
07.2017 - 12.2017
Customer Service Professional
Ultra Mobile
03.2017 - 06.2017
Brand Ambassador
UNICEF
01.2017 - 03.2017
Senior Assistant Instructor
Kumon Malaysia
06.2013 - 02.2017
High Level Mathematics Tutor
Kumon Malaysia
12.2011 - 09.2015
Data Entry Associate
Scicom MSC Berhad
05.2011 - 08.2011
Bachelor of Engineering - BE - mechanical automotive engineering
International Islamic University Malaysia
01.2006 - 01.2011
A Level - Engineering
International Islamic University Malaysia
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