Hizrina Aprilia

Hizrina Aprilia Jalan Harapan 1, Gg. Berkah no. 66. Kota Sepang, Kedaton, Lampung. 35148 (--https://www.linkedin.com/in/hizrina-aprilia-12a3a0102/ _______________________________________________________________________________________________________________ Experience July 2023 - PRESENT PT Sinar Digital Terdepan (Xendit), Jakarta - Risk Operational Analyst ● Monitor merchant transactions and behaviour for potential fraudulent activities. ● Conduct extensive and confidential investigations into fraud cases originating from internal reports, end-users, partners, and merchants. ● Prevent and mitigate fraudulent activities by merchants and end-users. ● Compile detailed investigation reports and present findings to stakeholders. ● Collaborate with various departments, including legal, compliance, external affairs, and product teams, to resolve fraud cases. ● Lead ad-hoc projects focused on developing risk SOPs and policies. ● Ad-Hoc Project: Risk SOP and Policy ○ Collaborate with department heads and subject matter experts to identify and document existing processes and procedures. ○ Develop new SOPs as necessary for newly implemented processes or changes to existing ones. ○ Write clear, concise, and comprehensive SOP documents outlining step-by-step procedures, guidelines, and best practices. ○ Ensure SOPs are easily understandable and accessible to relevant stakeholders. ○ Regularly review and update SOPs to reflect changes in processes, technologies, or regulations. ○ Analyze existing processes to identify areas for improvement, standardization, or automation, collaborating with teams to streamline processes and eliminate redundancies. ○ Facilitate training sessions or workshops to educate employees on SOPs and ensure understanding and compliance. ○ Communicate updates to SOPs effectively to relevant stakeholders and ensure proper implementation. April 2022 - July 2023 PT Sinar Digital Terdepan (Xendit), Jakarta - Customer Success Generalist ● Serve as the main point of contact for customers, building strong relationships and understanding their needs and challenges. ● Proactively engage with customers to identify opportunities for upselling or cross-selling additional products/services. ● Address customer inquiries and issues in a timely and professional manner, providing solutions and troubleshooting assistance. ● Collaborate with internal teams to escalate and resolve complex customer issues. ● Gather customer feedback and insights to share with the product team for product improvement and development. 2 ● Ad-Hoc Project: Documentation ○ Create articles, macros, and SOP for CS agents ○ Ensure that the documentation is up to date September 2020 - September 2023 Appen, Jakarta - Freelance Transcriber ● Create written versions of audio or video recordings, meetings, and conversations according to the guidelines. January 2020 - July 2020 PT Reeracoen Indonesia, Jakarta - Recruitment Consultant ● Scout new candidates based on requirements needed from clients ● Interview prospective candidates by phone or face to face regarding their experiences, expectations, and preferences ● Identify, educate and brief candidates on suitable roles and preparing candidates for client interview ● Follow up and maintain good relationship with existing candidates ● Manage candidate’s process from the beginning (introduce to clients) to the end (join) ● Advise on candidate's problems ● Provide daily, weekly and monthly KPI report to team leader and manager January 2017 - March 2017 WeStyleAsia, Kuala Lumpur - Business Development Intern ● Administrative Stuff (budgeting, merchant listing and calling) ● Lead the events, and gain a good amount of followers and bookings ● Assessing candidates to be an intern, a freelance, and also a full-time Education July 2018 - July 2019 University of Nottingham, Nottingham, UK - Master of Science in Risk Management Graduate with Distinction March 2015 - July 2019 Taylor’s University, Subang Jaya, Malaysia - Bachelor of Business in International Business Graduate with GPA 3.15 Additional Information Language Skills: Bahasa Indonesia, English Technical Skills: Zendesk, Unit21, Excel, Databricks, Salesforce, Looker Interest: Sports, Travel, Food and Beverages