Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zahid Adenan

Subject Matter Expert
Kuala Lumpur

Summary

Experienced and detail-oriented professional with over 10 years in customer operations and process improvement within the financial services sector. Adept at cross-functional collaboration, project coordination, training delivery, and regulatory compliance. Proven ability to lead initiatives that enhance service efficiency, compliance, and knowledge management. Seeking a Project Associate role to contribute strategic support in driving operational excellence.

Overview

15
15
years of professional experience

Work History

Subject Matter Expert – SG & ANZ Merchant Services

American Express (Malaysia) Sdn. Bhd.
01.2017 - Current
  • Spearheaded the E2E training and operational alignment of Singapore Merchant Services into ANZ Merchant Services, aligning systems, processes, and knowledge content.
  • Collaborated with stakeholders to streamline processes, contributing to operational risk reduction and improved service consistency.
  • Played a key role in preparing and monitoring team readiness for SG, AU, and NZ AML updates, particularly for merchant onboarding and branch addition protocols.
  • Managed CHC content updates and ensured internal documentation remained compliant and accessible, enhancing issue investigation and resolution.
  • Supported review of merchant impact and risk scope as part of control and remediation efforts.
  • Partnered with cross-functional teams to support exception pricing, merchant communication, and KRI tracking activities.
  • Regularly utilized tools such as CHC and internal systems for issue navigation, content reference, and data validation.

APAC Resolution Specialist

American Express (Malaysia) Sdn. Bhd.
01.2016 - 01.2017
  • Delivered concierge-level service for escalated high-value merchant inquiries and complaints.
  • Collaborated cross-functionally to resolve complex cases efficiently, prioritizing customer satisfaction.
  • Maintained comprehensive case logs, providing critical insights for leadership on service improvement opportunities.
  • Analyzed service gaps to recommend process enhancements and best practices.
  • Trained team members on compliance and customer issue resolution strategies.

Customer Care Professional – ANZ Merchant Services

American Express (Malaysia) Sdn. Bhd.
01.2013 - 01.2016
  • Delivered front-line support to merchant clients across various channels, ensuring swift resolution of inquiries and technical issues.
  • Recognized for maintaining high call quality scores and consistently meeting KPIs.
  • Supported team leaders by mentoring new joiners and sharing best practices.

Customer Service Associate

HSBC Electronic Data Processing (Malaysia) Sdn. Bhd.
01.2011 - 01.2013
  • Resolved customer inquiries professionally with a focus on satisfaction and regulatory compliance.
  • Managed regulatory reporting of complaints to Bank Negara(Regulatory Authority) including misselling and other key issues.

Education

Medical Imaging – Radiography

KPJ International College of Nursing and Health Sciences

Skills

Project Coordination & Implementation

Timeline

Subject Matter Expert – SG & ANZ Merchant Services

American Express (Malaysia) Sdn. Bhd.
01.2017 - Current

APAC Resolution Specialist

American Express (Malaysia) Sdn. Bhd.
01.2016 - 01.2017

Customer Care Professional – ANZ Merchant Services

American Express (Malaysia) Sdn. Bhd.
01.2013 - 01.2016

Customer Service Associate

HSBC Electronic Data Processing (Malaysia) Sdn. Bhd.
01.2011 - 01.2013

Medical Imaging – Radiography

KPJ International College of Nursing and Health Sciences

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Zahid AdenanSubject Matter Expert