Employment History
StashAway Malaysia
Client Services Executive
Responsibilities:
- Partner closely with the Compliance, Investment, Product, Banking and Operations team, and facilitate
open and direct communication with other stakeholders to find rapid resolutions and resolve customer
support tickets within 24 hours.
- Deliver above-and-beyond customer experiences through WhatsApp, Google/Apple App store, phone call,
email and Facebook across 4 different regions (mainly in Malaysia and Singapore)
Achievements & Recognition:
- Managed ~200 inquiries per week, with a ticket satisfactory rate of 100% which was 9% above the team
average. Received extremely positive client feedback, with 0 records on client escalations.
- Demonstrated great team player spirit and management skills by being involved with multiple projects -
streamlined ~230 ticket macros, facilitated with ticket reports, and documented training materials.
- Contributed to effective communication with Product Managers - reduced redundancies and resolved
unforeseeable/uncommon issues by 30% with stakeholders.
- Successfully implemented automated call lists - saved 80% of daily task time among the team of ~50 by
improving the existing manual process of filtering clients for onboarding calls.
- Successfully helped onboard ~200 clients per month by providing insights and technical support for client
onboarding. Highest at ~350 clients due to new years and holiday seasons.
Feb 2021 - present
Education
Skills
- 1-5 years of experience in Github, PHP, Laravel, SQL, Jira, Zendesk, React Native, AWS S3, BigQuery,
Ruby on Rails, Python, Java
- Coding Bootcamp Mentor for TeenEdge - Mentor and share experiences with ~100 children, young
teens and adults on programming basics
- Completed a Digital Marketing Course (Google Ads, Facebook, Instagram, Youtube) 2022
- Director for Rails Girls Kuala Lumpur (Women in Tech community) - Co-organize, mentor, and
design campaigns