Results-oriented professional with over 13 years of experience across service desk support, seller onboarding, KYC reviews, and quality assurance within the e-commerce and fintech sectors. Proven ability to manage BPO accuracy, drive SOP enhancements, and ensure compliance across multiple APAC regions. Recognized for maintaining high KPI standards, leading critical dispute resolutions, and optimizing client-facing workflows. Notably, achieved 98% accuracy for BPO performance across Malaysia and Singapore through the WLR project while revamping procedural frameworks to enhance consistency.
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