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Zayn Zafran Praveen
Looking for a jobSenior Fraud Protection Specialist
Customer operations leader at RinggitPlus who cut inbound support tickets by 20% and improved fraud detection at American Express.
MalaysiaSenior Fraud Protection Specialist at American Express (Malaysia) Sdn Bhd.
Experience
Senior Fraud Protection Specialist
American Express (Malaysia) Sdn Bhd.
Investigated complex fraud cases including identity theft and account takeover, conducted identity verification, and analyzed fraud alerts. Championed an AI-driven fraud detection pilot and mentored new specialists.
Fraud InvestigationFinancial Crime ComplianceIdentity VerificationKYC AMLTransaction MonitoringFraud DetectionAccount TakeoverIdentity TheftChargebacksRisk AssessmentCase ManagementQuality AssuranceTrust and SafetyFraud Typologies
Customer Experience & Campaign Operations Manager
Managed a team of 15-20 support agents handling 1,500+ monthly inquiries across email, live chat, and social media. Improved SLA compliance, reduced inbound tickets by 20% through knowledge base improvements, and reduced agent attrition by 15%.
Omni Channel SupportTeam LeadershipSLA ManagementWorkforce SchedulingCapacity PlanningCSATNPSFCRAHTCoachingPerformance ReviewsQA auditingKnowledge BaseVoice Of CustomerProcess ImprovementCampaign OperationsFraud Investigation
Implementation & Support Consultant
Managed end-to-end client onboarding, SaaS account provisioning, and incident management for enterprise audio and web collaboration software. Provided real-time technical diagnostics and supported large-scale client migrations.
SaaS ImplementationAccount ProvisioningIncident ManagementServiceNowSalesforceZendeskJiraTechnical TroubleshootingRemote SupportProject ManagementClient MigrationsData SecurityCompliance
Education
Keris College
Professional Certification in Hotel Management from Keris College, Ipoh.
Methodist High School
Completed the Malaysian Certificate of Education (SPM) at Methodist High School, Ipoh.