Mohd Azlan Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

Summary:Performed client screening and account onboarding, responded to customer issues via multiple channels, provided live support, stayed updated on company procedures, and conducted effective daily handovers.Impact1. Quick Onboarding - Enhanced customer onboarding experience by reducing approval times.2. Trust and Security - Strengthened customer trust and security through precise KYC compliance.3. Client Retention - Improved satisfaction and retention rates, positively impacting client loyalty and company reputation.

Federal Territory Of Kuala Lumpur, Malaysia

SummaryAssisted with live chats for account creation and recovery, crypto deposits and withdrawals, approved P2P transactions, card disputes, and chargebacks.Impact1. Efficient Case Handling - Improved overall operational efficiency and customer satisfaction.2. Compliance Adherence - Ensured timely resolutions, maintaining high service levels and trust.

SummaryReviewed and managed cases related to financial crimes, coordinated with security and risk teams, and ensured compliance with audit and SAR protocols.Impact1. Risk Mitigation - Enhanced the company's ability to detect and prevent fraud, thereby protecting assets and maintaining trust.2. Compliance Excellence - Ensured high compliance standards, reducing potential regulatory risks.

SummaryHandled back-office tickets, provided 24/7 online support, specialized in spot trading, account issues, and crypto withdrawals, and collaborated with other departments.Impact 1. Enhanced Support Efficiency - Improved overall support efficiency and customer satisfaction.2. Operational Collaboration - Fostered better inter-departmental collaboration, leading to streamlined processes and faster issue resolution.

Federal Territory Of Kuala Lumpur, Malaysia

SummaryProvided customer service via voice channels, prioritized backlog cases, and managed first contact resolution (FCR) effectively.Impact1. Customer Satisfaction - Enhanced customer experience and satisfaction, leading to improved brand loyalty.2. Operational Efficiency - Contributed to overall service efficiency and reduced backlog, positively impacting SLA metrics.

Selangor, Malaysia

SummarySupported Grab's e-wallet, fraud investigations, wallet payments, driver payments, e-wallet top-ups, and transactions. Assisted customers with inquiries related to Grab cashless payment features and supported the Team Manager in identifying possible fraud attempts.Impact1. Fraud Prevention - Enhanced the company's fraud prevention capabilities, protecting financial assets and reducing fraudulent activities.2. Improved Service Delivery - Increased customer trust and satisfaction through effective issue resolution and support.3. Operational Efficiency - Enhanced payment processing efficiency, leading to improved user satisfaction.