fraud prevention and chargeback specialist
Resume:
MOHD FAIZAL ABU HASAN
KUALA LUMPUR, *****, MALAYSIA 601********
DETAILS
**-**/** ****** ******* Suite, Kuala
Lumpur, 50200, Malaysia
*******@*****.***
Date of birth
Nationality
Malaysian
SKILLS
Proficient in Microsoft Word,
PowerPoint, Excel
Alipay, Amex, Ayden, Doku,
Globalcollect, NTT, PayPal, Unionpay
, Worldpay, 2C2P
Fidelio, Room Master, Opera System,
Live Persons, EBE system, Avaya (
Aura / X Pro ), Genesys
LANGUAGES
Malay
English
HOBBIES
Travelling, social gathering, reading
and gardening
LINKS
PROFILE
I’ve almost 17 years’ experiences in customer service/hospitality/Finance industry, which included Supervisor, serving customers’ needs, escalation, conducted training, prepared reports, negotiation and current expertise in Fraud/Property Fraud/Chargeback Specialist. Being self-motivated to get things completed, I continually learn new strategies and techniques to be a dynamic team player. Outgoing and detail-oriented, I am able to keep a level head while working under pressure and to be independent. I’m driven for the opportunity to learn more skills and expand my knowledge. Areas of expertise include:
· Excellent Skills in communications and collaboration.
· Active and Emphatic Listener
· Good Personality
· Fast Learner / Independent
· Good Computer Skills
· Charismatic
· Sense of responsibility
· High Inquisitive
· Creative and Resourceful
· Judgment and Decision Making
· Monitoring
· Complex Problem Solving
· Sales and Marketing
· Analytical abilities to perform investigation
EMPLOYMENT HISTORY
IT-Fraud Specialist (Chargeback and Fraud Prevention Specialist) at Agoda International (M) Sdn Bhd, Kuala Lumpur, MY (COVID-19 Workforce Reduction) May 2011 — July 2020
Chargeback and Payment Specialist
• Completed chargeback/dispute from various gateways(World pay/Global collect/Ayden/Amex/PayPal/Alipay/Union pay/NTT/2C2P, Doku)
• Responsible for ensuring all payment disputes and/or chargeback matters are dealt with in an effective and timely manner and that all efforts are made to challenge potential loss and recover funds wherever possible.
• Respond in a timely and professional manner to all requests for information, regarding disputes and chargebacks or provide relevant documents if needed for the customer. Fraud Prevention Specialist
• Review bookings payment/fraud data provided by the system and preventing fraud booking by pinpointing fraudulent activities as well as identify fraud trends and advice on best practices to prevent future losses.
• Review Property for potential Fraud Property.
• Minimize fraud loss and chargeback rates through the prevention, detection and investigation of fraudulent or suspected transactions and accounts.
• Work closely with the manager to ensure quality and guidance to the new agent as well as conducted training for the procedure/Gateway manual. Collections (Team expended in 2015, move to Chargeback and Fraud Prevention Specialist)
• Taking charge of a portfolio of outstanding accounts receivables.
• Provided proves and related supporting documents to Hotel to resolve excess payment made.
• Educate Hotel on payment and maintaining business oriental. Escalation Team (2012-2012 and move to IT-Fraud Specialist Team)
• In charge of complaints /error presented by customers or system, ensuring timely follow-up, closure and feedback to customers where required.
• Work closely with the manager to resolve issue related to Booking or assisting on floor agent.
• Providing training and mentoring to other members of the organization as requested. On Demand Team (Joining on demand team from 2011-2012 and promoted to Escalation Team)
• Paying attention to the call/email queues and taking pro-active steps when a particular queue is high.
• Achieving the defined Service Level targets.
Front Office Supervisor at Fairlane Hospitality Sdn Bhd, Kuala Lumpur October 2009 — May 2011
• Work closely with the manager in term of strategy to achieve budget and gained revenue.
• Prepared Daily Production Report/ Monthly Report/Reservation Report.
• Monitor daily operations to ensure operation running smoothly and manage the staff manning /prepare a schedule.
• Monitor Online booking (Agoda, Booking.com, Wotif Group etc.) to control allotment, rates and ensure incoming booking to be key in into the system.
• Work closely with suppliers for promotional/parity issued, commissions, web data updated accurately.
Guest Services Assistant (Opening Team) – Promoted to Front Office Supervisor Job Descriptions
• Handles guest queries, complaints and concerns as and when needed. Acts to resolve issues to the guest’s satisfaction.
• Cashiering, collect payment on the monthly basis guest.
• Run Night audit, daily report.
Customer Service Profesional for Astro (Local Satellite TV) at SRG ASIA Sdn Bhd, Kuala Lumpur
July 2009 — October 2009
• Handling inquiry about Astro product, latest update and programmed.
• Handling inquiry about billing, re-connection, and payment.
• Handling technical Problem (general issue).
• Do marketing’s to promote new product from Astro. Front Office Assistant at Good Hope Inn Penang, Penang January 2006 — December 2008
• Handling Check in Guest and Check out Guest.
• Handling inquiry, giving information’s to the guest.
• Handling Reservations/Run Night audit/Daily report.
• Supervised new staff
Clinic Assistant at Pusat Perubatan Homeopathy, Kulim January 2003 — December 2005
• Receptionist
• Handling inquiry, giving information’s to patients.
• Prepare Medicines
• Handling Cashier
INTERNSHIPS
Front Office Internship at Concorde Hotel Kuala Lumpur, Kuala Lumpur
• On job training for overall Hotel operations.
EDUCATION
Professional Certificate, Institut Perlancongan Dian, Kuala Lumpur
• Certificate in Basic Accounting ( Grade A1/1st Class )
• Certificate in Sales and Marketing (Grade A1/1st Class )
• Certificate in Airlines Reservation & Ticketing (Grade A1/1st Class ) Professional Certificate, Central Airlines Customer Services, Kuala Lumpur
• Airlines Customer Services Programmed (Grade A1/1st Class ) Sijil Pelajaran Malaysia (SPM), Sekoloh Menengah Teknik Kulim, Kulim REFERENCES
Mr Effendi Sharif from Agoda International (Malaysia) Sdn. Bhd *******.******@*****.*** · 601********
Mr Teo Weesiong from Klook Travel
********@*******.*** · 601*-***-****
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