Abu Zaid A. Email & Phone Number

Penang, Malaysia

Penang, Malaysia

Malaysia

As the team lead, I remain actively involved in the customer care advisor role, dedicating a significant portion of my time to hands-on customer service, particularly in handling escalations, while also participating in team management alongside my manager. From a service standpoint, I serve as the primary contact for addressing service escalations, handling complex queries, navigating pricing intricacies, and ensuring customer retention. Additionally, I address employee performance management challenges as necessary to safeguard service delivery standards.

Penang, Malaysia

As a Customer Care Advisor, my primary focus revolves around serving existing clients, predominantly addressing matters related to patent maintenance fees. However, my responsibilities extend beyond this scope to encompass customer account data updates. This includes resolving account issues that demand critical thinking, a comprehensive understanding of complex procedures, up-to-date knowledge of patent laws in various countries, and a patient approach. Acting as the frontline representative of the company, I am dedicated to delivering top-quality service to our clients, ensuring their satisfaction with our services.

Penang, Malaysia

To assist clients in updating their banking accounts, which involves addressing legal status, fees, and updating authorized signatures.

Penang, Malaysia

To work with colleagues from other teams e.g. the Client Liaison Team to gather specific identity documents from legal entities.● Undertakes timely and accurate research as an essential member of the local research team: ● Extracts relevant data from various sources● Removes “false positives” from initial record screen● Resolves “matches” as part of the remediation process or on-going monitoring● Creates and maintains appropriate and accurate KYC records in the system● Scans original documents into the system● Summarize and / or translates non-English language documents (to a compliance standard)Among my other experience in the company is as following:● Lead/contact point to coordinate a large group in South Africa which have a complex ownership structure to ensure that KYC records were built accurately for the group. ● Actively supporting other Thomson Reuters department such as Screening Resolution Service as an analyst and checker, additionally volunteered to act as contact point between the supervisor and KYCaas Analyst to ensure that the feedback from is received across the floor and the project is delivered on time.● Demonstrate great coaching skills by mentoring new joiners and teammates by assisting them to familiarize themselves with the process as well as providing guidance in conducting research for entities in unusual jurisdictions, screening process, and financial institutions policy.● Have and organized and orientated daily workflow which resulted in completing the weekly target, as well as provide support to other teammates in their absence such as completing cases and reworks to ensure that the team meets the tight deadlines and achieves the target.● Appointed to become the contact point for the team during Encompass implementation.

Kuching

Liaise with the supplier/client regarding order status and shipping schedule. This process is done by communicating directly with the supplier/client via e-mail or telephonically. Assist in other daily tasks such as selling operations and customer cares. Daily operations will be updated to the Headquarter based in Indonesia.