Solehan Suhaimi
Risk Management Analyst
Summary
With a proven track record at DBS Bank, excel in customer relationship management and Microsoft Excel proficiency, enhancing customer satisfaction and operational efficiency. Skilled in complaint handling and risk advisory, expertise drives significant improvements in service delivery and safety protocols, showcasing a strong blend of analytical and interpersonal skills.
Knowledgeable Risk Manager equipped with strategic planning and program leadership abilities honed in Tech industry environments. Establishes strong and successful policies to mitigate risk at each level and establish clear procedures for assessments, prevention and containment. Familiar with regulatory requirements to maintain strict controls.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Executive
DBS Bank
11.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Managed between 70-100 incoming calls per day from customers.
Community Manager
Kickoff By Zuju
08.2023 - 11.2023
- Managed social media channels effectively for improved brand visibility and increased audience interaction.
- Collaborated with cross-functional teams, optimizing marketing initiatives that supported community growth.
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
- Planned and executed promotional activities to drive community engagement and increase occupancy numbers.
- Monitored online conversations surrounding the brand to address any negative sentiment or misinformation proactively.
Incident Analyst
Meta
09.2022 - 08.2023
- Provided actionable insights gleaned from forensic investigations that led to improvements in preventative measures against future attacks.
- Mitigated potential risks by conducting regular audits of security policies, processes, and systems.
- Increased overall system security by proactively identifying vulnerabilities and recommending appropriate remediation measures.
- Collaborated with cross-functional teams to ensure seamless integration of security protocols across all departments.
- Reduced false positives in incident detection through thorough investigation and refined monitoring techniques.
- Enhanced team collaboration by creating comprehensive documentation of incident analysis procedures and best practices.
- Managed over 500+ cases, including but not limited to, kidnapping, terrorist detection, missing person and many others.
Risk Management Analyst
Twitch
01.2021 - 09.2022
- Managed more than 10,000 cases of platform safety.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
Assistant Customer Service Manager
SingSaver
06.2020 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
Risk Management Analyst
Airbnb
06.2019 - 06.2020
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Served as a liaison between clients and insurance carriers, facilitating clear communication and timely resolution of all claim-related issues.
- Collaborated with insurance adjusters to accurately assess property damage and determine appropriate compensation.
Claims Representative
NTUC Income
09.2017 - 06.2019
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Streamlined communication with policyholders to clarify claim procedures and requirements, enhancing overall transparency.
- Maintained up-to-date knowledge of regulatory changes, ensuring compliance in all claim handling procedures.
- Improved claims processing efficiency by meticulously reviewing and validating each claim for accuracy and completeness.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Bank Officer
OCBC Bank
05.2015 - 09.2017
- Mentored junior staff members, improving their skillset and overall productivity within the team.
- Supported bank management with insightful data analysis, facilitating informed decision-making on key strategic initiatives.
- Developed strong relationships with clients, resulting in increased business and referrals.
- Contributed to branch growth by identifying cross-selling opportunities and promoting suitable products to customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Reservation Executive
Delta
02.2014 - 05.2015
- Responded quickly to telephone, email, online and in-person requests to book or update services.
- Provided exceptional customer service during high call volume periods, maintaining professionalism under pressure.
- Reduced booking errors with meticulous attention to detail and thorough verification procedures.
- Provided exceptional pre-travel support, addressing client concerns while anticipating potential issues before they arose.
- Implemented effective time management strategies to ensure all tasks were completed within designated deadlines.
- Managed challenging situations calmly and professionally, resolving customer complaints effectively.
Information Management Specialist
Recall Pte Ltd
09.2012 - 01.2014
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
- Coordinated with other departments for the transfer and intake of new archival materials as needed.
- Implemented quality control measures to ensure that all archived materials met company standards for organization and preservation-this led to higher customer satisfaction.
- Enhanced retrieval efficiency with the digitization of physical records for easy access.
- Managed inventory control systems, enabling streamlined tracking and monitoring of archived items.
- Ensured accuracy in recordkeeping through meticulous data entry and verification procedures.
Education
High School Diploma -
Kaplan Higher Education
Singapore 02.2013 - 04.2014
Skills
Customer Relationship Management
Issue Escalation
Complaint Handling
Customer Engagement
Social media knowledge
Content Management
Online research
Cultural Awareness
Incident Investigations
Loss Prevention Programs
Microsoft Excel proficiency
Risk advisory
Timeline
Customer Service Executive
DBS Bank
11.2023 - Current
Community Manager
Kickoff By Zuju
08.2023 - 11.2023
Incident Analyst
Meta
09.2022 - 08.2023
Risk Management Analyst
Twitch
01.2021 - 09.2022
Assistant Customer Service Manager
SingSaver
06.2020 - 01.2021
Risk Management Analyst
Airbnb
06.2019 - 06.2020
Claims Representative
NTUC Income
09.2017 - 06.2019
Bank Officer
OCBC Bank
05.2015 - 09.2017
Reservation Executive
Delta
02.2014 - 05.2015
High School Diploma -
Kaplan Higher Education
02.2013 - 04.2014
Information Management Specialist
Recall Pte Ltd
09.2012 - 01.2014
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