Wai Loong Siew

• Support merchants in connecting to our all-in-one payment API, which allows access to global and local payment methods like PayPal, card payments, convenient stores, bank transfer and regional e-wallets.
• Guide clients through testing and launching their payment setup, making sure transactions go through smoothly and follow the correct process.
• Help clients set up and check real-time payment alerts (webhooks), ensuring they receive and handle payment notifications correctly.
• Providing suggestions in webview setup to make sure clients is handling the redirection correctly by correct intent handling and webview user agent setup.
• Troubleshoot issues related to failed payments, incorrect API setup, or missing notifications by checking request logs and coordinating with various teams including, engineering, fraud, product and finance when needed.
• Discovered and raised an issue where the wrong exchange rate was being used (official instead of parallel rate), helping prevent further losses and keeping a valuable client with $20,000 monthly volume.
• Detected abnormal spikes in webhook notification failures via log analysis in Kibana; escalated the issue to engineering, triggering a rollback that mitigated impact across ~3,000 transactions.
• Handled 80% of API integration technical support, launching an average of 15 customers per month and achieving 100% CSAT.
• Dealing with VIP customers like Bigo, Tencent and Moonton with high urgency cases, making sure correct expectations set and well communicated to maintain or enhance the relationship between company and clients.

• Returned to hometown due to health and pandemic-related reasons;

supported family business.

• Founded an e-commerce venture generating RM36,000 annual profit for 3

years.

• Self-studied front-end development and launched a portfolio website

and several mini-projects.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Provided O365 enterprise support for Taiwanese users (administration, PowerShell, domain setup)
• Assisted in Microsoft Exchange, spoofing protection, and mailbox configurations.
• Contributed to improved team CSAT with over 75% 5-star ratings.

• Generated analytics from ServiceNow reports, helping win a client contract.
• Delivered ITIL-based service desk support and contributed to knowledge base documentation.
• Streamlined workflow processes, ensuring the reported issues got addressed in timely manner across the team

• Incident tracking with ticketing system to ensure better understanding of other team members, tracking and follow up
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
• Led knowledge management and reporting for weekly performance reviews.
• Handled major incident coordination and ticket quality control.
• Provide guidance to agents on complicated issue resolution and escalation process

• Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
• Utilized CRM software effectively for efficient lead tracking
• Conducted cold calls to promote credit cards and personal loans.
• Complied with data security and clean desk policy standards.