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Syahrum Salehudin

@syahrumsalehudin

Business Analyst at American Express who automated workflows for 300,000 customer accounts and cut errors to 0.01%.

At American Express (Malaysia) Sdn Bhd, I integrated engineer-built APIs with CLIC to automate workflows for 300,000 customer accounts annually. I added structured data processing and automated quality checks, reducing operational errors to 0.01%.

I also analyzed customer and campaign data to support card upgrades and customer retention, and designed data-driven guidelines for late fee and interest waiver decisions. Earlier, I audited monthly incentive payouts for customer service representatives and prepared Singapore Business Update Reports using Power BI.

Experience

Work history, roles, and key accomplishments

AB

Business Analyst, Customer Engagement & Support

American Express (Malaysia) Sdn Bhd

Jan 2018 - Jun 2026 (8 years 5 months)

Automated data extraction pipelines and implemented QA checks, reducing operational errors to 0.01%. Analyzed customer data to drive premium card upgrades and optimize KYC processes.

SQL Power BI Excel Process Automation Quality Assurance KYC Data Analysis API Integration

AB

Performance Management Analyst

American Express (Malaysia) Sdn Bhd

Jan 2012 - Dec 2018 (6 years 11 months)

Administered incentive processing for 100+ staff, engineered auditing templates, and led data management for cardholder datasets, generating 15-20 bps incremental spending increase.

Excel Data Analysis Power BI Audit Process Automation SQL Reporting

AB

Customer Care Professional

American Express (Malaysia) Sdn Bhd

Dec 2010 - Dec 2012 (2 years)

Resolved customer enquiries and managed the Save-A-Card program, handling 100-150 account enquiries daily and meeting SLA targets.

Customer Relationship Management Dispute Resolution Communication Skills SLA Management

EB

Assistant Manager, Customer Service

e2 Power Sdn Bhd (OCBC Bank)

Dec 2003 - Nov 2010 (6 years 11 months)

Managed customer service operations and led a team to deliver high-quality support.

Customer Service Team Leadership Operations Management

TT

Telesales Officer

Teledirect Telecommerce

Aug 2005 - Oct 2007 (2 years 2 months)

Conducted telesales activities to promote products and services.

Telesales Communication Skills Sales

PB

Sales Representative

Pro-Enterprise Sdn Bhd

Represented the company in sales activities.

Sales Communication Skills Client Relations

HB

Telemarketing Executive

HSBC (Malaysia) Sdn Bhd

Conducted telemarketing activities to promote banking products and services.

Telemarketing Communication Skills Sales

PB

Telesales Officer

Price Solutions Sdn Bhd (Standard Chartered Bank)

Executed telesales campaigns for banking products.

Telesales Communication Skills Sales

MM

Contact Centre Specialist

Maybank Group Contact Centre (MGCC)

Handled customer enquiries and provided support through the contact centre.

Customer Service Communication Skills Problem Solving

Education

Degrees, certifications, and relevant coursework

UU

Universiti Teknologi MARA (UiTM)

Diploma, Business Studies

2000 - 2003

Diploma in Business Studies from Universiti Teknologi MARA (UiTM) from 2000 to 2003.

SP

SMK Tinggi Batu Pahat

Sijil Pelajaran Malaysia (SPM), General Studies

1995 - 1999

Sijil Pelajaran Malaysia (SPM) from SMK Tinggi Batu Pahat from 1995 to 1999.

Tech stack

Software and tools used professionally

SQL

Power BI

Availability

Looking for a job

Location

Malaysia

Authorized to work in

Salary expectations

60k+ USD

Job categories

Business Analyst Performance Management Analyst Data Analyst Customer Care Professional Customer Service Manager

Skills

Business Analysis Data Analysis Risk Assessment Process Automation Customer Relationship Management KYC Incentive Audit Payroll Audits Quality Assurance Business Reporting Campaign Performance Analysis Customer Segmentation SQL Power BI Excel

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