Amir Khusairi Abdul Majid Email & Phone Number

Shah Alam, Selangor, Malaysia

• Responsible in diagnosing, troubleshooting and identifying solutions to resolve outages faults escalation from internal team.• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams• Resolve malfunctions or other crises when they arise and oversee repairs and technical improvements.• Perform checking fault works by the third party as and when necessary to ensure proper maintenance of onsite outage• Prioritize and manage several open issues at one time.• Assist SME and Enterprise inquiries regarding bills, technical and web portal issues.• Attend to all ad-hoc task assigned by superior/ management team and support other platform group as and when necessary.

Shah Alam, Selangor, Malaysia

• Handle live-chat, inbound/outbound telephone calls, emails and other relevant administrative task;• Provide first level technical support using documented procedures and available tools;• Liaise with TIME contractors regarding service installation and technical matter;• Escalate issues to relevant department in time to resolve customer issues;• Identify and provide input on unique/recurring customer problems for handling to be improved;• Keep customers informed about line of products and services and how best to consume them;

Bandar Utama Petaling Jaya

Real Time Scanning/Payment Monitoring• Ensure customer and PayPal follow the United States of Foreign Asset Control (OFAC) regulations including trade embargoes and active economic sanctions program; • Perform first level transactions monitoring and investigation by analyzing available data in web sources and company database in fast paced and time sensitive schedule; • Write concise investigation summary to justify dismissal or escalations; OFAC Sanctions • Conducting end-to-end meticulous reviews of cases pertaining potential illegal activity, global watch lists (WLM), politically exposed person (PEP), or activity in violation of the economic and trade sanctions administered by OFAC; • Assessment of customer profiles and large amounts of data to ensure normal and expected activity, including monitoring of industry watch list and Know Your Customer (KYC) efforts; • Apply analytic techniques to complex information set in order to make logical and supported recommendations; • Regularly exercise good judgment in making decision or recommendations in relation to case investigations; • Documenting findings in the manual and automated process case management system and prepare reports to management as required. CIP/KYC/KYB Compliance• Performed the required KYC/KYB screenings on customers and business; • Enhance due diligence was performed on entities via Lexis-Nexis, Google and other governmental website; • Ensuring compliance with AML laws, regulations, guidelines and other written procedures – OFAC, CIP, KYC SOP; • Effectively conducted formality reports on questionable accounts; - KYC/KYB/CIP regions handled: United States, MENA & APAC.

Kuala Lumpur, Malaysia

• Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Analyze account history and trends and perform relevant research to effectively identify problems; • Contacting account holders (outbound call) in an effort to verify the suspected account activity and mitigate loss;• Review the associated risk (using fraud trend indicators ) and make sure all appropriate restriction and/or dismissal decisions are made on each account reviewed;• Continue monitor cases and report identify spoof, fraud trends and escalate to supervisor;

Kuala Lumpur, Malaysia

• Answer inbound phone calls from customers and work to resolve their queries in real time;• Research customer inquiries using appropriate technology;• Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal;• Ability to help customer understand and navigate the PayPal site and product;• Deliver on metrics for example: phone handle time and customer experience (Net Promoter Skill);• Represent PayPal with high professionalism and customer service at all time;

Kuala Lumpur, Malaysia

• Assist students, professionals and technical workers from North America with academic exam or professional certifications; • Responsible for handling escalation/supervisor call; • Assist customer service agents on product knowledge, policy and registration process; • Escalate unresolved candidate’s grievances, request and inquiries to designated department; • To record and update customer’s information accurately to the system; • Assisting on making outbound calls, registration and scheduling for CNATT department; • Reply for any e-mail inquiries from Asia Pacific, Europe and North America;

High School Diploma, Business/Commerce, General

Sijil Pelajaran Malaysia (Spm), Science