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
Process Improvement & Documentation
Stakeholder Communication
AML/Compliance Awareness (SG, AU & NZ)
Knowledge Management (CHC Articles)
Training & Onboarding
Quality Assurance & Team Coaching
Customer Issue Resolution
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