Experience

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  United overseas bank limited (uob)

  Jan 2010 - Aug 2010

  Customer support engineer
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  American express

  Aug 2011 - Jul 2015

  Identify types of fraud and troubleshoot based on the respective types of fraud.Independently determine root cause of branded disputes, determines whether disputes are fraudulent and should be accepted, or be able to pinpoint overall cause of the dispute if they are not fraud.Provide assistance to victims of identity theft. Provide necessary counseling and education regarding theft cases to potential victims. Collect information on theft from victim by phone or via email.Monitoring the automated fraud screening application.Maintain or exceed established standards for customer service, and resolves complex issues with little or no supervision or direction.Conduct extensive research to validate purchases.Conduct follow-up research on fraudulent transactions.Analyze the identity theft information to understand the seriousness of the theft. Maintain database of customer personal data and theft case information for timely retrieval and analysis. Analyze customer statements, affidavits and evidences to resolve identity theft cases and claims. Communicate with government and law enforcement agencies and creditors to gather information for theft cases. Stay updated on new laws and policies regarding identity theft.Coordinate with law enforcement agencies to assist in tracking and prosecuting of felons committing fraud.Extra skills:Upskilled from actioning basic 1st presentment cases such as chargebacks, fraud transaction write offs, theft incident documentation to higher escalation cases such as merchant chargeback disputes, claims investigation queries, adhoc cases & 2nd presentment (when the first chargeback is not approved by the respective merchant).Assigned cases to fellow team members when the team leader and other seniors are not around.Took charge to make sure team's generic email is always cleared.Took initiative to analyse passive chargebacks and disputes in order to review chargeback oppo Show less Responsible for providing operational support and optimizing the performance of the collections portfolios.The required support is provided to external vendors and internal business partners. Complete tasks, timely and accurately which ensure compliance with internal policies and procedures.Provide accurate and timely response to Internal and outside agencies' inquiries, cancelled card members and Debt Purchaser via telephone and email.Respond to all incoming correspondence as outlined in the operating guidelines and update financial adjustments within designated timeframes to the correct ledgers.Investigate and action card member disputes and provide feedback and/or outcome to requesting party besides drafting and sending correspondence to card members as required.Archive incoming and out-going correspondence documents as required.Mainly, to achieve an accuracy score of 90% or greater through the Quality Assurance assessment process each month. Show less

  • Fraud Specialist

    Jul 2012 - Jul 2015

  • Collection Analyst

    Aug 2011 - Jul 2012
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  Agoda

  Aug 2015 - Jan 2016

  Fraud specialist

  Detect/determine high risk transactions and respond timely to mitigate potential losses by placing holds, restricting accounts and recommending closures of account transactions.Recommend alternative processes to Supervisors/Manager to further reduce losses.Utilise the access to credit card and paypal accounts to identify genuine/fraud transactions and add whitelist/blacklist to genuine/fraud accounts to remove/prevent/add such accounts into/out of the fraud radar.Active updating with US anti-terrorist prevention system which provides a list of wanted terrorist around the globe and their details to ensure individuals with such name undergo a screening process for safety purpose, at the same time complying with the US policies and laws.Real time monitoring to combat fraud losses by controlling the booking that deemed to have a high fraud score using Maxmind Fraud Detecting System.Responsible for accurate and timely case management, inclusive of: producing reports documenting initial incident or threat, status updates and closure of each incident/threat; entering all investigations into the in-house case management software; weekly status updates for all open incidents and threats. Time to time update of fraud patterns and trends to ensure similar future fraud booking with such criteria are prevented.Participate as a member of the corporate security team in the development of policy and procedures, reviews of existing policies, designing company-wide security and safety programs, and assisting other team members as necessary. Act as a medium to process data change in bookings to ensure that no fraud risk is present and to action due diligence on the specific customer by using the data provided. Show less

• 

  Involve asia technologies sdn bhd

  Oct 2016 - Jan 2017

  Tech integration specialist

  Use HasOffers system in the implementation of tracking pixels to enable web, mobile and social publishers automate affiliate marketing and maximise their earnings through intelligent product and service recommendations.Use HasOffers system to develop test cases, test data and execution plans in a timely and efficient manner for e-commerce systems such as WooCommerce, Shopify, Magento, Open Cart and etc.Provide assistance to clients using Google Tag Manager, iframe pixels and image pixels for integration of networks and conversion tracking pixels.Utilize AppsFlyers and Adjust third party attribution for mobile app integration.Discuss and resolve technical issues, enquiries pertaining conversion pixels, missing tracking links, update on marketing and sales progress with client via Skype conference, emails, calls and direct meetings.Work closely with the billing department to ensure that any unsettled transaction and credits are updated accordingly.Demonstrate knowledge of the process and strategies used in implementing instructional technology plans besides monitoring and reporting risks and issues.Work closely with external and internal teams in the areas of design requirement, specification, implementation, coding and testing.Hands on ability in preparing test cases, scripts and data based on business requirements.Handle missing conversions, transactions and progress of implementation through constant communication with advertisers and affiliates. Show less

• 

  Optima innovations (m) sdn bhd

  May 2017 - May 2018

  Senior sales consultant

  Creating and designing cutting edge websites with built in automated marketing and 125 more features using a powerful and award winning system - Kentico. Please visit www.kentico.com/ems to know how this product accelerates your enterprises needs!

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  Maxis

  May 2018 - Apr 2019

  Sme relationship manager
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  Dhl express

  Apr 2019 - now

  Grow, find and develop business opportunities and manage a portfolio of SME and Global Multi National customers in Brunei, Sabah, Sarawak and Labuan region.Assist and support DHL Express partnership and external events with associations, trade establishments, SMEs and other relevant bodies.Support and liaise for any Plus One opportunities.Produce necessary information for management to evaluate performance v.s. key performance indicators.Ensure that all customer issues relating to customer service, service recovery and credit control are coordinated and managed though the relevant DHL Express departments.Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximize growth within the existing customer base.Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.Continually develop knowledge of DHL Express' products & services and general commercial awareness in order to provide the best possible solutions to the customers. Show less Act as customers' point of contact within DHL Express, by liaising closely with relevant departments to ensure that their queries, problems or issues are dealt with appropriately.Manage portfolio of existing customers and potential customers via 'face to face' sales visits.Produce necessary information for management to evaluate performance v.s. key performance indicators.Ensure that all customer issues relating to customer service, service recovery and credit control are coordinated and managed though the relevant DHL Express departments.Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximize growth within the existing customer base.Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.Continually develop knowledge of DHL Express' products & services and general commercial awareness in order to provide the best possible solutions to the customers. Show less

  • Business Development - Brunei, Sabah, Sarawak & Labuan

    Jan 2025 - now

  • Account Manager - Kuala Lumpur & Petaling Jaya Territory

    Apr 2019 - Dec 2024