Ngzixuen

Multilingual content moderation and risk compliance professional with 5+ years of experience across fintech, app platforms, and technology support. Formerly with Accenture as a Content Reviewer for Google Play, with hands-on experience reviewing developer policy violations, assessing app compliance, and escalating high-risk accounts against platform guidelines. Former OKEx Customer Service Agent with direct exposure to KYC/AML compliance, transaction risk review, and internal risk team coordination.

Experienced with Zendesk ticketing systems, SOP-driven review workflows, and managing high-volume queues with consistent SLA adherence. Fluent in English, Mandarin, Cantonese, and Malay.

Sales & Operations Manager at Montres Enterprise (2022-12 – Present)

• Manage end-to-end client communications for custom cabinetry projects, from consultation and on-site measurements through to delivery
• Prepare quotations, invoices, and pricing documentation; coordinate project timelines across multiple concurrent orders
• Resolve client issues and change requests, maintaining high satisfaction and repeat business rates

Customer Service Agent at OKEx Technology Sdn Bhd (2021-09 – 2022-09)

• Provided real-time cryptocurrency exchange support via live chat and Zendesk ticketing system, handling high-volume queues across account access, KYC verification, deposits, withdrawals, and trading inquiries
• Guided users through wallet setup, security best practices, and platform navigation while maintaining strong customer satisfaction metrics
• Performed KYC document verification, flagged identity inconsistencies, and coordinated with internal compliance and risk teams to resolve escalated AML-related cases
• Troubleshot transaction failures, delayed deposits, and withdrawal issues by tracing on-chain activity and liaising with relevant internal teams
• Managed surge support during periods of high market volatility, maintaining consistent quality and SLA adherence under pressure

Content Reviewer (Mandarin Speaker) & Developer Support at Accenture | Google Play Store (2019-12 – 2021-08)

• Reviewed developer applications and live apps for compliance with Google Play content policies across English and Mandarin-speaking markets
• Assessed and resolved policy violations including prohibited content, misleading metadata, and terms of service breaches
• Guided developers through structured remediation steps and monitored compliance outcomes against defined timelines
• Made evidence-based judgment calls on borderline cases, escalating high-risk accounts for further review in line with platform guidelines
• Managed high-volume review queues using Zendesk, maintaining consistent quality and SLA adherence

Customer Service Executive & IT Support at Scicom | PSI & DXC Technology (2019-04 – 2019-11)

• Supported PSI Help Desk operations — logging, monitoring, and resolving IT support tickets for system access and end-user issues
• Provided internal IT support for Ingersoll Rand via DXC Technology, including system access, password resets, software troubleshooting, and ticket escalation
• Ensured SLA-compliant resolution times across both contract assignments

Social Media Support Specialist at Scicom | Huawei / Honor (2018-06 – 2019-03)

• Responded to customer inquiries across social media platforms, providing device troubleshooting and product guidance
• Maintained professional, brand-aligned communication standards across all public-facing interactions

Customer Support Representative at AMP IT Solutions

• Provided live chat technical support for gaming platform users, managing multiple concurrent chat sessions
• Troubleshot account, connectivity, and software issues with a focus on first-contact resolution

Diploma in Business Administration – Erican College Malaysia (2018)