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Zayn Zafran Praveen

@zaynzafranpraveen

Customer operations leader at RinggitPlus who cut inbound support tickets by 20% and improved fraud detection at American Express.

Malaysia

Message

At RinggitPlus – Jirnexu Sdn Bhd., I managed omnichannel customer experience and campaign operations, overseeing support for 1,500+ monthly inquiries and a team of 15–20 agents. I introduced a self-service knowledge base and FAQ system that reduced inbound support volume by 20%.

At American Express (Malaysia) Sdn Bhd., I investigated identity theft, account takeovers, and other fraud cases, and championed an AI-driven fraud detection pilot with Product and Technology teams. Earlier, at Premiere Global Services (PGi GlobalMeet Malaysia), I handled SaaS account provisioning, technical escalations, and support for client migrations.

Experience

Work history, roles, and key accomplishments

Senior Fraud Protection Specialist

American Express (Malaysia) Sdn Bhd.

Nov 2022 - Dec 2024 (2 years 1 month)

Investigated complex fraud cases including identity theft and account takeover, conducted identity verification, and analyzed fraud alerts. Championed an AI-driven fraud detection pilot and mentored new specialists.

Fraud Investigation Financial Crime Compliance Identity Verification KYC AML Transaction Monitoring Fraud Detection Account Takeover Identity Theft Chargebacks Risk Assessment Case Management Quality Assurance Trust and Safety Fraud Typologies

Customer Experience & Campaign Operations Manager

RinggitPlus – Jirnexu Sdn Bhd.

Sep 2017 - Mar 2022 (4 years 6 months)

Managed a team of 15-20 support agents handling 1,500+ monthly inquiries across email, live chat, and social media. Improved SLA compliance, reduced inbound tickets by 20% through knowledge base improvements, and reduced agent attrition by 15%.

Omni Channel Support Team Leadership SLA Management Workforce Scheduling Capacity Planning CSAT NPS FCR AHT Coaching Performance Reviews QA auditing Knowledge Base Voice Of Customer Process Improvement Campaign Operations Fraud Investigation

Implementation & Support Consultant

Premiere Global Services (PGi GlobalMeet Malaysia)

Jan 2014 - May 2017 (3 years 4 months)

Managed end-to-end client onboarding, SaaS account provisioning, and incident management for enterprise audio and web collaboration software. Provided real-time technical diagnostics and supported large-scale client migrations.