Lohendri A/P Mohana Sundaram

Executed prompt processing of incoming service requests to enhance customer satisfaction.
Assumed ownership of necessary actions for effective query resolution.
Conducted all life change request processes.
Recorded tasks and activities in AOM with accuracy and timeliness.

Ensured accurate, timely processing of backpay for First Mile and Last Mile couriers while maintaining compliance with company regulations.
Conducted thorough validation of identification documents during new courier onboarding to meet regulatory requirements.
Facilitated verification and creation of identification records for new couriers, streamlining onboarding and ensuring data accuracy.
Performed regular audits of Fleet Management System (FMS) bank accounts to identify discrepancies and uphold financial integrity.
Managed attendance and rest day schedules for Last Mile couriers to optimize workforce efficiency.
Generated data reports for stakeholders, providing insights.
Assisted team leads with various operational tasks, demonstrating adaptability to changing business needs.

Conducted KYC/KYB verification for individual and business accounts during onboarding.
Performed name screening against PEP, sanctions, and adverse media lists.
Assessed risk levels through CDD/EDD to ensure AML/CFT compliance.
Reviewed identity and business documents for accuracy and legitimacy.
Collaborated with Compliance and Risk teams to address high-risk cases.
Supported customers and merchants throughout onboarding via various communication channels.
Maintained detailed records of onboarding processes and case documentation.
Contributed to improvements in onboarding processes and compliance quality control.

Handled and followed up on merchant complaints and feedback 24/7 via Voice and Digital channels, communicating suggestions for operational improvements to management.
Assisted in updating merchant business information in the system.
Completed administrative tasks related to driver accounts, including credit top-ups and updates to driver information.
Managed refunds for customers for incomplete or missing orders, ensuring funds were returned to their accounts.

Provided exceptional customer support around the clock through both Voice and Digital channels, ensuring utmost satisfaction for our clients.

Proactively monitored various communication platforms including call center, social media, and web inquiries, promptly addressing inquiries and issues as they arise.
Collected valuable feedback from customers and identify frontline issues such as application failures, payment discrepancies, and product inquiries, promptly escalating them to supervisors for resolution.
Executed miscellaneous tasks as assigned by the team to enhance overall business performance, including conducting market research and conducting service quality audits.
Collaborated with other departments to support their campaigns and initiatives whenever necessary.

Conducted thorough contract reviews by cross-referencing provided information and documents.
Monitored and addressed missing or inaccurate data identified by the Merchant Acquisition team, ensuring completeness.
Upheld data integrity within Salesforce, validating merchant information and document authenticity, including expiry dates.
Regularly updated and maintained merchant account records to reflect current information.
Compiled and submitted merchant account data alongside requisite documentation for internal KYB validation and approval.
Ensured accuracy and clarity in settlement details.
Fostered effective communication channels with both internal and external stakeholders.
Collaborate on team projects and initiatives to achieve collective objectives.