Solehan Suhaimi
Summary
Experience Management Specialist, specializing in investigative work, technology firms, aviation and financial industries. Graduated from Kaplan Higher Education with a Diploma in Commerce: Marketing Management.
Self driven individual, who's always has an eye for opportunities and growth. Fantastic all rounded team player who can work well independently as well. Committed to achieve any goals set by my team and superiors.
Given the opportunity, I strongly believe I am an asset to any company. Experience is a cruel teacher, it gives you exams before teaching you a lesson.
Overview
11
11
years of professional experience
Work History
Incident Analyst
Salt Recruitment - On Assignment with Meta
09.2022 - Current
- Handles various escalations specifically for WhatsApp.
- Assess risk, investigate and make decisions on whether to disclose confidential data to external parties.
- Responding to emergent request from government entities and law enforcement.
- Working with more sensitive emergencies and content that includes child exploitation, graphic violence, self injury, suicide and other offensive and disturbing content.
- Worked flexible hours; weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Risk Management Specialist
Twitch
01.2021 - 09.2022
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Evaluate and action on user reports of Twitch policy violations.
- Observe and identify gaps in processes and make recommendations for process improvements.
- Cross-training across other Safety Operations work which includes suspension appeals, content review, event moderation, deep dive investigations and quality assurance work.
- Prepare and provide training decks for continued learning, vendors and new hires.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Assistant Customer Service Manager
SingSaver Pte Ltd
07.2020 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Resolved concerns with products or services to help with retention and drive sales.
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Managed a team of six specialist, ensuring a high standard of quality customer service.
Risk Management Analyst
AirBnB
06.2019 - 06.2020
- Advised senior managers on policy strategies for reducing liability and preventing losses.
- Handled claims assessments, day to day operations includes but not limited to investigating property damages, trust and safety concerns for the community, negotiation, rebooking, claims payout, fraud trace, stakeholder notification, media threat resolution and customer resolution.
- POC for our vendor, third party insurance company; having weekly meetings to gather data and understanding trends.
- Mentoring new members of the team.
Claims Specialist
NTUC Income
09.2017 - 06.2019
- Followed up with customers on unresolved issues.
- Conducted full claim investigations and reported updates and legal actions.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
- Front facing claims and customer service officer.
Bank Officer
OCBC Bank
05.2015 - 09.2017
- Utilized up-to-date information to make effective decisions governing bank operations.
- Built and maintained productive relationships with internal and external C-level executives to facilitate business success.
- Gathered data and built financial models around key metrics.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Attended daily inquiries in regards to customers banking and financial needs through social media, emails, inbound and outbound calls.
- Specialist in secured, unsecured loans, CPF and SRS accounts.
- Top productivity throughout bank tenure.
- Mentor for new team members.
Marketing Specialist
Delta Airlines
02.2014 - 05.2015
- Monitored trends in social media, industry and competitive landscape to create new material.
- Identified appropriate marketing channels and target customers for campaigns.
- Handled passengers' escalations and resolutions.
- Rebooking of flights for unscheduled flight changes.
- Ensure top quality customer support.
- Achieved top productivity during tenure.
Data Management Specialist
Recall Pte Ltd
09.2012 - 05.2015
- Cooperated fully with product owners and enterprise architects to understand requirements.
- Validated warehouse data structure and accuracy.
- Collaborated with multi-functional roles to communicate and align development efforts.
- Documented data warehouse architecture to guarantee capacity met current and forecasted needs.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Education
High School Diploma -
Kaplan Higher Education
Singapore04.2014
No Degree - Digital Communications And Multimedia
ITE College East
Singapore12.2009
Skills
- Customer Needs Assessments
- Risk Management Framework
- Customer Satisfaction
- Customer Inquiries
- Incident Processing
- Incident Response
- Customer Retention
- Threat Research
- User Content Moderation
- Law Enforcement
- Fact-Finding and Investigations
- Background Investigations
Languages
Malay
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Indonesian
Upper intermediate (B2)
Timeline
Incident Analyst
Salt Recruitment - On Assignment with Meta
09.2022 - Current
Risk Management Specialist
Twitch
01.2021 - 09.2022
Assistant Customer Service Manager
SingSaver Pte Ltd
07.2020 - 01.2021
Risk Management Analyst
AirBnB
06.2019 - 06.2020
Claims Specialist
NTUC Income
09.2017 - 06.2019
Bank Officer
OCBC Bank
05.2015 - 09.2017
Marketing Specialist
Delta Airlines
02.2014 - 05.2015
Data Management Specialist
Recall Pte Ltd
09.2012 - 05.2015
High School Diploma -
Kaplan Higher Education
No Degree - Digital Communications And Multimedia
ITE College East
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