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Aizat Zayyani

@aizatzayyani

Senior Client Experience professional at Deriv who investigates trading disputes across MT5 and Deriv platforms while ensuring SLA compliance.

Malaysia

Message

At Deriv, I investigate trade disputes across MT5 and Deriv trading platforms, ensuring SLA compliance and regulatory adherence. I also handle critical case communications and partner with Trading and Technical teams to resolve complex escalations.

Previously at Deriv, I analyzed quality reviews, workflows, and agent behavior, partnering with Product, PayOps, QA, and Operations to reduce resolution time by 20%. I also automated QC reporting workflows, improving reporting accuracy and reducing manual effort by 40%.

At SUDONG, I led daily operations for 15+ customer service agents and partnered with management on retention initiatives. I also delivered onboarding training and worked on projects including a cross-training program for 20+ agents and an RPA initiative that reduced Average Handling Time by 25%.

Experience

Work history, roles, and key accomplishments

Current

Senior Client Experience (Trading Team)

Current

Deriv

Aug 2025 - Present (1 year 2 months)

Lead trade dispute investigations across MT5 and Deriv trading platforms, ensuring SLA compliance and regulatory adherence. Own critical case communications and serve as escalation point for sensitive cases.

Transaction Dispute Investigation SLA Compliance Regulatory Adherence Stakeholder Management Escalation Management Meta Trader 5 Deriv Trading Platforms

Quality & Process Improvement Analyst

Deriv

Aug 2024 - Aug 2025 (1 year)

Conducted quality assurance reviews on 200+ chats and tickets, consistently meeting QC SLAs and audit timelines. Automated QC reporting workflows, reducing manual effort by 40% and improving reporting accuracy.

Quality Assurance Process Improvement Root Cause Analysis SOP Analysis Workflow Automation QC Reporting Data Analysis

Senior Customer Support Executive (Customer Engagement)

Deriv

May 2023 - Aug 2024 (1 year 3 months)

Acted as senior escalation point, resolving complex client cases involving high-risk and non-standard trading issues. Led customer re-engagement initiatives, reducing escalations by 25%.

Escalation Management Customer Engagement CSAT analysis NPS Analysis Root Cause Analysis Outbound Outreach Customer Retention

Customer Support Executive (Customer Engagement)

Deriv

Jan 2022 - May 2023 (1 year 4 months)

Delivered live chat support handling 40-60 customer enquiries daily, consistently meeting response time and quality targets. Managed high-volume inquiries across four channels and resolved complex cases independently.

Live Chat Customer Service Multichannel Support Problem Solving Communication Skills

Team Leader (Mobile Postpaid & Customer Retention)

Sudong

May 2015 - Dec 2021 (6 years 7 months)

Led daily operations for 15+ customer service agents, managing staffing, performance tracking, and service quality. Handled escalated complaints and implemented retention initiatives.

Team Leadership Performance Management KPI Monitoring Customer Retention Escalation Handling Staff Development

Line Trainer

Sudong

Dec 2013 - May 2015 (1 year 5 months)

Delivered onboarding training for 20+ call centre agents monthly, accelerating service readiness. Designed targeted training programs and evaluated training effectiveness using performance data.

Training Delivery Onboarding Program Design Performance Evaluation Coaching SOP Alignment

Customer Service Officer

Sudong

Apr 2012 - Dec 2013 (1 year 8 months)

Processed 50+ customer requests daily, consistently meeting SLA and accuracy targets. Collaborated with a 10-person team to achieve productivity goals and improve workflow efficiency.

Customer Service SLA Compliance Accuracy Teamwork Workflow Improvement