YON DA YAW
Petaling Jaya,Selangor
Summary
Fintech customer service associate with over a year of experience in supporting retail and professional traders within a regulated trading environment. Expertise in client onboarding, handling trade-related inquiries, and resolving account issues while maintaining high service standards. Proven ability to comply with internal policies and regulatory requirements. Seeking a stable role in office-hour, back-office, or remote settings.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Associate (Client Experience)
Zeal Holdings Limited
Kuala Lumpur
12.2024 - Current
- Provided daily support to retail Forex clients via live chat, email, and ticketing system.
- Supported clients with account setup, KYC verification, deposits, withdrawals, and platform navigation to enhance user experience.
- Responded to inquiries related to trading conditions, spreads, swaps, margin, and order execution
- Investigated and escalated trade disputes, slippage cases, and system-related issues to relevant departments.
- Maintained accurate case records in CRM system, ensuring compliance with internal SOPs.
- Achieved consistent CSAT / SLA targets while handling high ticket volume
Senior Process Executive
Cognizant Malaysia
Kuala Lumpur
10.2019 - 12.2024
- Analysed policies and provided insights for effective modifications.
- Review and filter online content with accurate policy application.
- Provided translation and filtering support for different language markets.
- Ensured successful process delivery and achieved targets within set time frames.
- Coached new joiners to facilitate smooth onboarding.
Education
Bachelor of Arts - Psychology
Universiti Tunku Abdul Rahman (UTAR)
Kampar, Perak 05.2016 - 08.2019
Foundation Degree in Arts -
Universiti Tunku Abdul Rahman (UTAR)
Kampar, Perak 05.2015 - 05.2016
Skills
- Client account management
- Forex Trading Knowledge (MT4 Platform)
- Deposit and withdrawal processing
- KYC and AML compliance
- Complaint resolution and escalation
- CRM and ticketing systems
- Email, phone, and live chat support
- Process documentation and SOP adherence
SOFTWARE & TOOLS
- CRM Systems: Zendesk / Internal CRM / Internal Backend
- Office Tools: Microsoft Excel/ Lark/ Jira/Metabase
Languages
English
Advanced
Chinese (Mandarin)
Native
Malay
Upper intermediate
Timeline
Customer Service Associate (Client Experience)
Zeal Holdings Limited
12.2024 - Current
Senior Process Executive
Cognizant Malaysia
10.2019 - 12.2024
Bachelor of Arts - Psychology
Universiti Tunku Abdul Rahman (UTAR)
05.2016 - 08.2019
Foundation Degree in Arts -
Universiti Tunku Abdul Rahman (UTAR)
05.2015 - 05.2016