Sangeeta a/p jayakumar

  • Risk Ops Analyst
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Aug 07, 2020
Full time Banking

Personal Summary

COMPUTER SKILLS:

* Microsoft Office Word

* Microsoft Office Excel

* Microsoft Office Power Point

Work Experience

Risk Ops Analyst
Apr 2019 - Jul 2020 Grabtaxi

- Support our customer's KYC verification by using system and tools to complete end to end process including a video verification
- Responding to any KYC profile which requires verification.
- Determine if there are any fraud paterns or OFAC consumer profiles and escalate
- Ensure due deligence on consumer profile is complete adhering to SOPs
- Ensure that work is completed in accordance with established procedures and standards.
- Show dedication and ownership of clearing the queqes-adhere to service levels.


PERSONAL CHARATERISTICS:
● Integrity and honesty is my greatest strength
● Able to keep calm under pressure
● Self-motivated and responsible
● Able to work independently
● Good communication and inter personal skills
● Excellent negotiating skills
● Comprehensive understanding of client confidentiality
● Multi-tasking ability
● A team player
● Ability to learn and to take on new challenges.

ADMIN EXECUTIVE
Apr 2015 - Dec 2018 PAN MALAYSIAN POOLS

- Preparing daily and weekly company accounts
- In charge of recruiting new customers for online betting
- Overlooking on staffs performance in achieving monthly targets

CLIENT ENGAGEMENT OFFICER
Apr 2012 - Dec 2014 CITIBANK BERHAD

- Achieving call targets (RC - Activation & Credit Card - Activation)
- A requirement to process / call 95% of a given list in a day (minimum 100 calls)
- Act as the back-up for the Call back or Return Card Team as and when
assistance is needed
- Supporting the product managers to manage at least 2 test programs in a year.

DMTM OFFICER (DIRECT MAILING TELEMARKETING OFFICER)
Jun 2011 - Apr 2012 CITIBANK BERHAD

Performing the verification process for the PEU (PRE EMBOSSED UPGRADE)
card and for PAU (PRE APPROVED UPGRADE) card via telecommunication
and explaining the terms and conditions of the card.
- Meeting an overall conversion rate of 60% and duly achieve a minimum of 1300
Points.
- Increasing the cross-sell retention from 2% to 5% within a given period.
- Processing customer requests within a given time frame.

CUSTOMER RETENTION EXECUTIVE
Jun 2009 - Jun 2011 CITIBANK BERHAD

- Maintaining an overall voluntary retention rate at 50%.
- To duly increase cross-selling retention from 2% to 5%.
- Achieving a 4 Portfolio cross sales product on a daily basis.
- Maintaining an ESMS timeline and duly attending to the cancellation requests via
ESMS
- Monitoring and thereafter processing the departments quarterly catalyst.

DEBT COLLECTION REPRESENTATIVE
Jun 2007 - Jan 2008 HSBC BANK MALAYSIA BERHAD

Communicating with card members on a day to day basis to remind and duly
collect outstanding payments before the due date.
- Ensuring customers make settlement of minimum payment to avoid future
disruption in the usage of their credit cards.

CUSTOMER SERVICE PROFESSIONAL (CSP)
Sep 2006 - Jan 2007 SRG ASIA PACIFIC SDN BHD

Communicating with customers on a day to day basis to verify / update their
particulars in line with the government ruling.
- Handling customer complaints and duly routing them to the nearest Maxis Centre
to enable them to rectify / solve issues.
- Submission of forms to the support team to update the ODBC DATABASE.

SALES CLERK
Sep 2005 - Sep 2006 NAZA MOTOR TRADING SDN BHD

- Maintaining a database of vehicle stock levels and stock availability.
- Processing customers orders.
- Processing and preparing related documentation for the purposes of bank loans,
insurances and vehicle registration with the Road and Transport Department.

Education

Diploma in Business Studies - Business Studies
Jan 2009 - Jan 2010 ISMC INSTITUTE LEARNING CENTRE
CERTIFICATE
Jan 2004 - Jan 2005 KBU INTERNATIONAL COLLEGE
Diploma in Business Studies - EDUCATION
Jan 1993 - Jan 1998 ISMC Institute Learning Centre -Bolton University
Business Management
Institute Financial Management Professional

I am applying for (choose one):

Employment

Email Address

Sangeetapulendran@gmail.com