Abu Bakar

• Responsible for managing both sales and post-sale customer success processes within the remittance and financial services sector. • Combining frontline customer engagement with deep operational understanding to drive customer satisfaction, retention, and compliance. Key Responsibilities: - Using advanced RMS (Relationship Management System) to manage customer data, track leads, and convert prospects into active users of Roze Remit's money transfer services. - Promoting and explaining e-money transfer solutions tailored to customers’ needs, ensuring secure, fast, and compliant transactions. - Providing end-to-end customer support using Freshdesk and other CRM tools. - Handling onboarding, queries, technical issues and service feedback. - Collaborating with internal teams via Microsoft Teams to streamline workflows, escalate cases, and ensure quick resolution of customer issues. - Have got in-depth knowledge of compliance protocols, customer screening processes, AML/KYC practices, and regulatory requirements in the money transfer industry. - Supporting operational workflows related to e-money transfers, ensuring adherence to internal controls and regulatory standards. - Actively monitoring and reporting suspicious activity and maintaining accurate documentation to assist with audits and regulatory reviews. Key Achievements: - Developing strong understanding of compliance frameworks, contributing to risk mitigation and operational integrity. - Helping streamline internal compliance and screening processes, reducing onboarding time and improving due diligence accuracy. - Recognized for consistently achieving sales and customer satisfaction targets while maintaining strict adherence to operational protocols.

• Promoted and sold mobility products and IPTV services, including IPTV boxes, to individual and business clients. • Managed the full sales cycle — from prospecting and needs assessment to product demonstration, closing, and after-sales support. • Built and maintained strong relationships with customers to ensure high satisfaction, retention, and referral business. • Delivered personalized customer service, resolving inquiries and technical issues related to mobile services and IPTV products. • Collaborated with technical and support teams to ensure seamless service delivery and customer onboarding. • Consistently met or exceeded monthly sales targets and customer satisfaction KPIs.