Customer Service Representative – Chat Support - Sutherland Global Services
(2014-12 - 2018-05)
Account: eBay (An online auction and shopping website) under Trust and Safety/Fraud Department
- Assist buyers and sellers on basic procedure in buying or selling items online
- Be able to give resolutions to members who have issues with their purchased or sold items
- Redirect member to correct queue for assistance on different concerns handled by different LOB
- Provide good customer service to promote loyalty to the product
- Ensure that issues are resolved always
Mentor - Sutherland Global Services
(2014-12 - 2018-05)
- Assist and handle new hires
- Conduct quality and process check for the agents' chat or email on a daily basis
- Provide assistance by giving them further explanation on the processes as well as how they can communicate well with their members
- Share best practices
- Daily meeting with the management to provide feedback and score update
- Conducts daily team huddle
Customer Service Representative – Email Support - FREELANCER.COM
(2018-06 - 2019-12)
- Assist Freelancers and Employers on basic procedure on posting projects or getting hired online
- Be able to give resolutions to members who have issues with their projects
- Provide good customer service to promote loyalty to the site
- Ensure that issues are resolved always
Customer Service Representative – Chat Support - FREELANCER.COM
(2020-01 - 2020-04)
- Assist Freelancers and Employers on basic procedure on posting projects or getting hired online
- Be able to give resolutions to members who have issues with their projects
- Provide good customer service to promote loyalty to the site
- Ensure that issues are resolved always
Fraud Analyst – Verification Team (KYC) - FREELANCER.COM
(2020-05 - 2021-08)
- Review users' submitted documents such as Proof of Identity (valid Government ID) and Proof of Address (Utility Bill, Bank statement, Leasing Agreement, etc.)
- Curating users' profile
Substitute Team Leader – Verification Team (KYC) - FREELANCER.COM
(2021-09 - 2021-12)
- Defines, drives, monitors, and achieves ambitious OKRs for VT
- Forges and strengthens a CX Credo-driven culture in the entire team and the company, and keeps everyone highly engaged
- Promote career growth and engagement opportunities for VT staff, including participation with company-wide employee engagements as well as within the team and CX AML + Payments group
Team Leader – Verification Team (KYC) - FREELANCER.COM
(2022-01 - 2022-10)
- Continuously think of ways and means to improve the team's efficiency through product and process improvements
- Promote career growth and engagement opportunities for VT staff, including participation with company-wide employee engagements as well as within the team and CX AML + Payments group
- Make sure VT MPRs are completed, discussed with the staff and submitted on time. This also includes timely discussion and documentation of coaching, roadmaps, corrective actions, and other employee related concerns, where applicable
- Communicates and collaborates effectively and consistently with all the involved stakeholders
- Forges and strengthens a CX Credo-driven culture in the entire team and the company, and keeps everyone highly engaged
- Facilitate consistent and documented 1:1 coaching with VT members with clear action plans
- Attend weekly Retro sprint for CX AML + Payments, Verification and Compliance standup, and Escrow Ops meetings
Fraud Analyst – Verification Team - FREELANCER.COM
(2023-06 - 2024-03)
- Review users' submitted documents such as Proof of Identity (valid Government ID) and Proof of Address (Utility Bill, Bank statement, Leasing Agreement, etc.)
- Curating users' profile
Compliance Analyst - ESCROW.COM
(2024-03)
- Review Compliance and AFT alerts and analyze accounts including their behavioral pattern, history of payments, and incoming and outgoing transactions
- Take appropriate actions / legal steps to escalate, sanction, or monitor potential fraud
- Identify fraud trends and create analysis for communication to the team
- Address escalated transaction and case-related concerns from different departments and teams on behalf of the escalations team
- Determine next steps and decisions on investigations based on our AML Program and Procedures, including Enhanced Due Diligence
- Perform OFAC screening of our owners, directors, analysts and newly onboarding employees and periodically thereafter (annually, at minimum)
- Writing weekly Compliance reports
- Monitoring and informing the Compliance team of regulatory changes, AML red flags, industry trends and risk management updates in all regions of the world, especially the Asian region
- Research on Compliance trends and activities in Asia monthly
