Sayf Azeem Email & Phone Number

Petaling Jaya, My

Petaling Jaya, My

Petaling Jaya, Selangor, Malaysia

Responsibilities-Manage escalation, complaints on finance & operation.-Report to executive director by providing bi-weekly performance report, financial & sales report indirector's meeting.-Create SOP, Workflow and Solution for well-paced and managed operation.-Responsible in company's asset/stock records, liabilities and finance.-Manage Operation team's rooster, claims & overtime to align with finance requirement-Set expectation and gain feedback with clients, vendors and customers by face-face meetings on sites.Key Achievements:•Collected and balanced financial balance for Q1 Year 2024 by bringing down bad debt from RM2.5 Mil to RM480K.•Calculated profit margin and sales revenue with zero knowledge by online research. A template was created too for future usage.•Evaluated company (Kiple Sdn Bhd) based on 2023’s financial record for company valuation with profitability, revenue, sales and liabilities analysation.•Analyse and reduced company's liabilities which were paid monthly in amount of RM 11K to RM 4K by excessive operation expenses cut downs.•Trained, coached and lead the operation team to provide support and assist virtually (videos, screen recording & slides) which reduced team expenses and increased staff safety.•Introduction of Service Report Form & site visit tracker via google forms to keep track on staff movement. Data was used to gain KPI scoring for staff, validate CSR and financial record as well.•Introduction of rewarding system to discipline operation staff to reduce lateness & unplanned leaves which benefited both company & staff.•Resolved an on-going complaint at a parking site for more than 2 years by arranging meeting and getting the resolution which was interrupting the business and impacting financially.•Closed a customer’s complaint by intensive negotiation and decision-making which customer recommended to other sites which brought revenue to the company.

Petaling Jaya, Selangor, Malaysia

-Responsible to update team attendance, performance tracker and submit weekly reports to Manager.-Responsible to manage SOP, Workflow, Process Flow and etc to maintain support team's effectives.-Attend, manage and resolve manager's escalation calls by providing alternative solution to meet CSR.-Provide coaching on call quality and handling skills for better service and more FCRKey achievements:•Created awareness campaign among every front-line staff on PDPA & verification by role play done practically. Reduced verification breach calls and chats by 65%.•Created SOP & Process flows were used to submit to Bank Negara for auditing and licence related inquiries.•Volunteered for IVR Voice recording session which is used for self-serve hotline menu. Avoided company's expenses for professional voice recording service.•Multiple written and verbal compliments were channeled to Manager upon successful resolution and effective escalation handling.

Petaling Jaya, Selangor, Malaysia

Responsibilities:Responsible to answer calls, reply to emails and reply to live chat sessions with customers, merchants, business partners and developers on services and products offered from Kiple Sdn Bhd.Most of the interaction with consumers are conducted individually without any support, guidance to provide resolution.Responsible to create SOP's for newly launched products for department level. Also, responsible to create FAQ for customerss and merchants based on the service.Sayf Azeem Ramanathan | 016-3399406Responsible to assist on setting up the support site with IVR voice recording, structure, call handling procedures and FCR goals.Responsible to analyse on the frequent complaint issue and create a workplan on how to resolve the commonly faced issue to reduce the complaint volume.Responsible for creating awareness and responsibility among the team about compliance, verification, safeguarding consumer info and risk management.Responsible to create the verification workflow with questions to be asked to consumer upon contact prior to divulging of information.Responsible to share knowledge and awareness on cybercrime and how can it be prevented with presentation made to department subjected as 'Caution is Better than Recovery'.Key achievements:• Earned multiple written and verbal compliments from consumers on the service offered towards resolution of the issue. Some situation was complaints turned compliments• Have been awarded with best performance teammate for the year 2020.• Tackled and earned the quarterly performance bonus for the year 2020 (Q3 & Q4) & 2021.

Damansara, Selangor, Malaysia

Responsibilities:Responsible to manage and support Key Performance Indicators for the Global Commercial Seller Risk business via account linkage with fraudulent limited accounts, financial details, verifying identities, and business model. Responsible to perform deep dive insights to understand the drivers behind performance at portfolio and commercial risk operational level.Responsible to work closely with partners within Seller risk to design, track and estimate the benefit of new strategies and decisions to drive key business performance metrics.Responsible to apply the power of analytics to identify optimization opportunities across seller risk management. Support rapid test and learn.Develop analytics and statistics to improve ability to detect, understand and address emerging trends across portfolio and identify levers that Risk and other stakeholders beyond risk can modify.Responsible to foster a data-driven culture and drive end-to-end customers thinking throughout PayPal – converting analysis and insights through to value articulation and realization.Responsible for running the team by setting high benchmark, fostering a collaborative and execution results orientated culture to drive insights and portfolio oversight.Key achievements:•Awarded promotion in grade from Consumer Risk Spoof Executive to Seller Risk Specialist. (2018)•Successfully achieved Highest Outbound Call Volume for account review and limitation resolution purpose. Competed against 13 other individuals within the department. (2018)•Awarded Perfect Attendance (2017)•Award PayPal Culture Inclusion for highest people management program involvement. (2017)

Damansara, Selangor, Malaysia

Responsibilities:Responsible to manage the customers credit exposure by proactive modifications to the target market. Responsible to investigate on cases, respond to customers emails timely and resolve any open claims and cases within SLA of 24 hours.Perform verification calls to selected account holders to verify account activity based on submitted claims.Responsible to monitor establishment and management of the risk appetite framework and statement.Monitor acquisition and portfolio management programs, underwriting standards and policies, collateral and verification criteria.Risk monitoring via approval from the appropriate credit authority based on performance trends, collections/fraud feedback, customers experience, changes in the operating environment, competitor landscape. Prepare and submits monthly report on loss prevention to immediate supervisor.Key achievements:•Successfully led team of 5 to win the Best Team Award (2015) by demonstrating the best teamwork activity.•Successfully acquired the Most Empowered A-Team Award (2015) by working extra mile beyond standard policy and procedures customer’s issue.•Successfully achieved 3rd place as Best Performer in managing department loss resulting in high number of risk prevention and case resolution.

Damansara, Selangor, Malaysia

Responsibilities:Responsible to detect and investigate on the fraud activity and transaction history to prevent stolen financials and identity including check for terrorist funding and Anti-Money Laundering related activities.Responsible in assisting buyers and helping to resolve their seller dispute inquiries by utilizing the latest in modern communication and technology tools.Responsible to upkeep seller protection policies as frontline representative and resolve customers claims in a timely and accurate manner.Responsible to escalate cases to Seller Risk Specialist for payments cases related to drugs, violated against policy, underage sexual videos, etc.Key achievements:Successfully won the Perfect Process Review Award (2011) via excellent review of cases and proven prompt email reply to key customers.

Damansara, Selangor, Malaysia

Responsibilities:Responsible in assisting buyers and helping to resolve their seller dispute inquiries by utilizing the latest in modern communication and technology tools.Responsible to upkeep seller protection policies as frontline representative and resolve customers claims in a timely and accurate manner.Designated to be the primary point of contact for customers for reviewing and closing of claims filed through PayPal’s Consumer Protection Policies.Responsible to escalate appropriately to Fraud Investigations.Responsible to review limited PayPal accounts and determine the legitimacy of the account and account holder.Responsible to make discretionary decisions based on research.Reviewing and attaching customers responses to claims filed against them or on their behalf.Completing or cancelling pending reversals when appropriate including restricting accounts when appropriate.Closing of claims filed through PayPal’s Consumer Protection Policies.Responsible to escalate appropriately to Fraud Investigations.Review limited PayPal accounts and determine the legitimacy of the account and account holder.Key achievements:Successfully won the Perfect Process Review Award (2011) via excellent review of cases and proven prompt email reply to key customers.

Cyberjaya, Selangor, Malaysia

Responsibilities:Responsible to Handle incoming calls for HSBC Malaysia on credit card, banking accounts, & loans related enquiries, complaints, and request including how to calculate the GST percentage, interest, and late charges. Responsible to manage and ensure the smooth running of all Contact Centre (Outbound) Sales Support and systems.Responsible to manage all system supports dealing, sales and system support frameworks, acquisition, and fulfilment of system strategy, and execute its implementation with various internal and external customers via central management at Contact Centre (Outbound).Responsible to lead in managing all the special project initiatives as Contact Centre (Outbound) expands its role.Responsible to support GSU Revenue Management Manager (GRMM) in managing Contact Centre Inbound (Sales and Service) in the areas of Sales Fulfilment, Rewards Strategy, FIM, Audit & Compliance adherence, Systems enhancement, Staffing and Billing approvals and processes.Responsible to handle implementation of Global Support Utility (GSU) framework.Appointed as designated Dialler Manager who will oversee the conversion, implementation of the new Enterprise Dialler from the existing UIP Dialler system.Manage the daily operations of the new Dialler system and ensure its functionality daily for the agents to progress with sales activities.Key achievements:•Promoted to Corporate Department (2010) to manage Elite HSBC Malaysia accounts.•Successfully accorded the MC-Free Award (2011) against other 300 staff.•Successfully accorded Compliment Award – 3 compliments for excellent services in corporate banking.