Megan A

Business Support Associate — Total Service Team

Wise Pte Ltd • Período integral

Jan 2025 - Mar 2026 • 1 yr 2 mos

Owned end-to-end resolution of complex consumer and business cases across Wise's global payments platform, spanning verification, account security, and compliance-sensitive workflows. Partnered with fraud and compliance teams on high-risk escalations, maintaining clear, trust-building communication throughout — contributing to improved platform integrity outcomes. Designed and single-handedly piloted an automated AHT tracking tool to replace manual reporting, delivering real-time performance visibility and reducing administrative overhead across the team. Analysed AHT drivers and recurring customer friction points to surface workflow improvement opportunities and sharpen escalation prioritisation. Led an AMA-style deep-dive session with Product Owners on card-related issues — synthesising case patterns, customer impact data, and operational insights to directly inform product triage and fixes.

Analyst, Customer Service

DBS Bank Singapore • Período integral

Apr 2022 - Nov 2024 • 2 yrs 7 mos

Managed a high-volume portfolio of 100+ customer interactions daily, resolving complex retail banking and unsecured lending enquiries with consistent accuracy, empathy, and speed. Identified fraud and scam indicators, escalated high-risk cases proactively, and supported account-protection actions — directly contributing to reduced customer harm outcomes. Consistently met and exceeded service quality benchmarks in a fast-paced, regulated contact centre environment; received positive internal performance reviews. Served as a reliable point of reference for junior team members on complex product and process queries.

Customer Service Representative

United Overseas Bank • Período integral

Jul 2021 - Apr 2022 • 9 mos

Handled inbound Personal and Corporate Banking enquiries across account servicing and product-related issues, delivering accurate, clear guidance across a diverse client base. Increased daily call handling capacity to ~90 contacts while maintaining service quality, through disciplined call structure and workflow prioritisation.