At Luno Malaysia Sdn Bhd, I queried customer correspondence data with SQL on Databricks and built dashboards to monitor CSAT, customer sentiment, and other operational metrics.
I also mapped Databricks sentiment metrics into Confluence for the Sentiment & CSAT Alignment project, creating trend-tracking dashboards and identifying data outliers to improve ticket triage. For a Zendesk-to-ThoughtSpot migration, I validated Voice of Customer datasets and analyzed null wrap-up codes to help fix tracking gaps.
As a Senior CS Associate at Luno Malaysia Sdn Bhd, I analyzed account activity and risk signals using Sift to detect fraud patterns and mitigate account takeover risks. I also handled KYC, security, payment, and Fincrime escalations.
Earlier, I delivered KYC refresher training and developed complaint-prevention training modules as a Junior Trainer. My experience also includes customer operations, recruitment, teaching, academic research, and running Qiqi Pastry.
