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Siti Nur Farahana Binti Mohd Noor Azam , PAYMENT OPS CARD DISPUTES TEAM LEAD

Siti Nur Farahana Binti Mohd Noor Azam

PAYMENT OPS CARD DISPUTES TEAM LEAD·Wise Payment Ltd

Malaysia

High school or equivalent, Degree in Biomedical Science

Work experience

Total years of experience: 9 years, 5 months

PAYMENT OPS CARD DISPUTES TEAM LEAD

May 2025 - Present

Wise Payment Ltd

Kuala Lumpur, Malaysia

May 2025 - Present

Led the Card Disputes team in managing payment operations, overseeing the investigation
and resolution of cardholder disputes. Ensured compliance with internal policies and
regulations, optimized processes for efficiency, and provided training and support to team
members. Collaborated cross-functionally to enhance customer satisfaction.
Company industry:
Financial Services

KYC TEAM LEAD

November 2023 - January 2025

Wise Payment Ltd.

Kuala Lumpur, Malaysia

November 2023 - January 2025

Led a team in executing Know Your Customer (KYC) processes, ensuring regulatory
compliance and risk mitigation. Oversaw the review and validation of customer information,
provided guidance and training to team members, and collaborated with cross-functional
departments to enhance operational efficiency and uphold data integrity. Handled global
scheduling and supported recruitment team in hiring process.
Company industry:
Financial Services

TRUST & SAFETYTEAM LEAD

November 2021 - January 2023

Accenture.

Kuala Lumpur, Malaysia

November 2021 - January 2023

Led the Trust & Safety team in developing and implementing policies to ensure a safe online
environment. Oversaw incident response strategies, resolved escalated issues, and
conducted training for team members. Collaborated with cross-functional teams to
enhance user safety while maintaining a positive user experience.
Company industry:
IT Services

TEAM LEADER

January 2020 - November 2021

Tdcx Sdn Bhd.

Kuala Lumpur, Malaysia

January 2020 - November 2021

Led a team of professionals to achieve project goals, ensuring timely delivery and high
quality results. Fostered collaboration through effective communication and conflict
resolution. Developed training programs to enhance team skills and performance, while
monitoring progress and providing constructive feedback to drive continuous improvement.
Company industry:
Business Process Outsourcing (BPO)

TEAMCAPTAIN

January 2017 - January 2020

Agoda International Sdn Bhd.

Kuala Lumpur, Malaysia

January 2017 - January 2020

Led a team of diverse individuals to achieve project goals, fostering collaboration and
communication. Coordinated tasks and delegated responsibilities, ensuring efficient
workflow. Monitored progress and provided support, resolving conflicts and motivating team
members to enhance performance and achieve targets.
Company industry:
Hospitality & Accomodation

CUSTOMER SERVICE REPRESENTATIVE

January 2016 - January 2017

UOB Centre of Excellence.

Kuala Lumpur, Malaysia

January 2016 - January 2017

Provided exceptional customer service by addressing inquiries and resolving issues
efficiently. Managed high-volume calls and maintained accurate records of interactions.
Collaborated with team members to enhance customer satisfaction and contributed to
continuous improvement initiatives within the support team.
Company industry:
Call Centers & Customer Care Outsourcing

Education

National University of Malaysia.

September 2015

September 2015

High school or equivalent, Degree in Biomedical Science

Malaysia

Skills

CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
COORDINATING
Intermediate
COORDINATING
Intermediate
INSTRUCTING
Intermediate
INSTRUCTING
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
QUALITY CONTROL
Intermediate
QUALITY CONTROL
Intermediate
SCHEDULING
Intermediate
SCHEDULING
Intermediate
VENDOR MANAGEMENT
Intermediate
VENDOR MANAGEMENT
Intermediate

Languages

English

Native Speaker

Malay

Native Speaker