Customer Service Specialist (Crypto Industry)

TDCX (MY) Sdn Bhd Jul 2024 to Mar 2025

• Supported users through live chat for cryptocurrency, KYC, and account issues.

• Ensured full compliance with KYC and verification procedures.

• Investigated crypto transactions and reviewed system logs.

• Provided accurate information to users based on company policy.

• Ensured alignment with local and global regulatory requirements.

Customer Experience Associate II (Airline Industry)

Conduent Business Sdn Bhd Feb 2022 to Jul 2024

• Assisted Delta Airlines customers with bookings, fares, flight planning, and refund matters.

• Delivered support via live chat with consistent accuracy and service quality.

• Processed payments and refunds while protecting sensitive customer information.

• Maintained strong and high customer satisfaction scores.

Senior Support Advocate (Software as a Service - SaaS)

Tradeshift Sdn Bhd Sep 2018 to Jul 2021

• Provided technical support through email, chat, and ticketing platforms.

• Troubleshot system and software issues using knowledge bases and logs.

• Escalated complex cases to engineering teams when required.

• Supported basic user training for SaaS products.

• Collaborated with cross-functional teams to improve workflows.

Customer Advocate / QA Analyst Trainee (Telecommunication Industry)

YTL Communications Sdn Bhd Aug 2016 to Sep 2018

• Handled customer inquiries according to call centre processes.

• Delivered first-contact resolution through accurate problem diagnosis.

• Monitored call quality and provided improvement feedback.

Studio Nexus Mar 2016 to Jul 2016

• Performed administrative tasks and supported online marketing campaigns.

• Assisted in developing strategies to improve business presence.

Contract Teacher(Education & training)

Sekolah Kiblah Apr 2015 to Jan 2016

• Prepared and delivered lesson plans. (Subject : English & Kajian Tempatan)

• Assisted with school admin tasks and event management.

Freelance Trainer(Education & training)

Media OnlineAug 2014 to Jan 2015

• Delivered training workshops to SME entrepreneurs.

• Conducted program outreach and community engagement.

Contract Teacher(Education & training)

Sekolah Bina Insan Jun 2013 to May 2014

• Prepared and delivered lesson plans.(Subject : English)

• Assisted with school admin tasks and event management.

Customer Service Representative(Subsidy and Loyalty Program)

AIMIA Proprietary LoyaltyApr 2012 to May 2013

• Handled customer inquiries for ExxonMobil loyalty program.

• Resolved account issues and documented support cases.