Krishna Dewa
Senior Operations & Service Delivery Specialist
Shah Alam,10
Summary
Highly organized and results-oriented
officer and team leader with 12 years
of experience in a variety of areas
such as Contact Center, IT Helpdesk,
Banking Operations, Banking Systems
and Banking Operations. Two years of
supervisory and mentoring
experience with teams of 5-15
employees. Exceptional
communicative and problem-solving
skills.
Passionate Migration specialist with an
excellent 12 yrs of experience.
Bringing forth a motivated attitude
and a variety of powerful skills.
Experienced and dedicated Data
Analyst with several years of
experience identifying efficiencies and
problem areas within data streams,
while communicating needs for
projects.
Adept at receiving and monitoring
data from multiple data streams,
Bringing forth the ability to synthesize
quantitative information and interact
effectively with colleagues and clients.
Able to effectively self-manage during
independent projects, as well as
collaborate as part of a productive
team.
Adept in general banking and finance
transactions. Committed to utilizing
my skills to further the mission of a
company.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Relocation Consultant
Silk Relo
Shah Alam, Selangor
06.2023 - Current
- Acted as the single point of accountability for expatriate transferees, managing end-to-end relocation processes, including visas, temporary housing, schooling, orientation, and settling-in services.
- Maintained direct, timely communication with transferees, clients, internal teams, and third-party vendors to ensure seamless service delivery, aligned with SLAs and KPIs.
- Oversaw all aspects of immigration processes, including work permits, residence permits, renewals, and terminations, providing proactive reminders on upcoming expiries.
- Ensured compliance with regulatory, contractual, and internal procedural requirements.
- Managed external vendors (e.g., field consultants, real estate agents, drivers) by setting clear expectations, and ensuring accurate updates for all stakeholders.
- Maintained accurate and timely data updates in client (ATLAS) and internal (ATOMS) systems, ensuring full documentation integrity.
- Monitored service timelines and proactively followed up with stakeholders to avoid delays or escalations.
- Handled client invoicing and internal documentation within specified timeframes.
- Collaborated cross-functionally to maintain a professional, cooperative, and compliant working environment.
- I took ownership of issue resolution, providing updates within four business hours when service disruptions occurred.
- Supported operational and leadership teams with ad hoc duties, always representing the company in a professional and client-focused manner.
Team Lead, Fiduciary and Fund Services
Standard Chartered Global Business Services
06.2022 - 12.2022
- Manage day-to-day BAU operations for Fund Services and Transfer Agency across APAC clients.
- Support Team Manager to ensure all escalations and client queries are managed.
- Manage migration for new client onboarding.
- Experience in HFAS/FRASS systems.
- Monitoring the team's performance, leading people, and ensuring the daily KPI is met.
- Monitoring and managing a team of associates across all customer interaction channels, such as phone calls, emails, and live chat.
- Including the delivery of KPIs with the highest NPS and standards in accordance with the management's requirements and customer satisfaction.
- Guiding team members to meet customer service's set of procedures from the touchpoints in handling customers, so skills, technical issues, and work in a fast-paced, high-pressure environment, including analysis and measurements of customers' sentimental needs to provide accurate service that is within the operational standards.
- Oversee a team of employees, communicating effectively to set priorities and expectations for each task.
- Resolve issues quickly by listening to concerns and collaborating with assistant managers to find solutions.
- Coach and mentor staff through weekly team meetings and monthly staff-building exercises.
Windows 10 migration support Level 2
Concentrix- Dell (AIG)
12.2020 - 06.2022
- Coordinate the Windows 10 migration for all AIG employees globally.
- Provide pre-Win 10 migration support, such as provisioning machines to users and organizing migration schedules on a batch-to-batch basis via phone calls, emails, and internal messenger.
- Responded to problems with excellent troubleshooting abilities and contact center co-skills.
- Brought forth exceptional technical competency.
- Worked well independently and in a team to solve problems.
Support Agent
IT HELPDESK CONTACT CENTRE Morgan Stanley Banking (Atos Malaysia)
05.2018 - 11.2020
- As a Service Desk Representative, I was answering, evaluating, and prioritizing incoming calls, voicemails, emails, and in-person requests for assistance from end users experiencing problems with hardware, software, networking, and other computer-related technologies.
- I was responsible for problem recognition, research, isolation, resolution, and follow-up for routine end-user problems, referring more complex problems to second-level support, leadership, or technical staff.
- Assisting users with analytical skills in critical thinking, evaluation of inputs, and development of required potential solutions.
- Providing support to all Morgan Stanley employees worldwide, mainly in the U.S.A.
- Fixing Active Directory and Outlook-related issues.
- Providing the best of the service delivery within the protocol assigned by the client (Morgan Stanley).
- Handling users' complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Utilized superior data visualization and data management skills.
- Building sustainable relationships and trust with users through open and interactive communication, and providing accurate, valid, and complete information by using the right methods and tools.
- Worked with a humble attitude, and a willingness to learn.
- Worked well with diverse populations in a variety of company settings.
- Handling users' complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Senior Executive (Payment Operations)
Grab Malaysia Sdn Bhd
09.2016 - 09.2018
- Set clear team goals to optimize productivity, achieve 100% accuracy, and set tasks and deadlines.
- Attending to inquiries from customers and riders, and providing solutions accordingly and efficiently.
- Oversee day-to-day operations, monitor team performance, and report on metrics as an acting team lead.
- Organized and prioritized work to complete assignments in a timely, efficient manner.
- Led with excellent management and entrepreneurial skills.
- Communicated effectively with company managers to understand the training and development needs of teams.
Functional System Support Analyst/3rd Level
RBC Investor & Treasury Services
04.2015 - 09.2016
- Provide functional support to end user of business application who requires assistance.
- Provide support during release and testing.
- Provide support to all APAC entities.
- Build productive relationships with internal departments, and create working relationships as part of the wider Malaysia Client Operations Team, and support cross-working and operational improvement initiatives.
- Ensuring all allocated activities are conducted in accordance with procedures, and support the governance and control through risk awareness.
- Adhering to all RBC Investor & Treasury Services policies and procedures at all times.
- Worked well independently and in a team to solve problems.
- Documented baskets into the Sara application and validated the transactions input in Sara by another team member.
- Maintained meticulous work logs and notified supervisors of progress and setbacks.
Transfer Agent-Administrator
RBC Investor & Treasury Services
08.2013 - 04.2015
- Providing accurate and timely execution of agreed day-to-day processes supporting the registry management, distribution/redemption, transfer, and conversion functions across a range of Shareholder Services structures, including input and validation of manual records to cash transaction reconciliation logs, register updates, cash management, sending notices and confirmations, and presentation of metrics and control data.
- Build productive relationships with internal departments, and create working relationships as part of the wider Malaysia Client Operations Team, and support cross-working and operational improvement initiatives.
- Ensuring all allocated activities are conducted in accordance with procedures, and support the governance and control through risk awareness.
- Adhering to all RBC Investor & Treasury Services policies and procedures at all times.
- Worked well independently and in a team to solve problems.
- Documented baskets into the Sara application and validated the transactions input in Sara by another team member.
- Maintained meticulous work logs and notified supervisors of progress and setbacks.
Customer Service & Verier/Product Specialist
Cyberjaya
04.2009 - 07.2013
- Process-Back End Processing: HBUS Payments- Global Funds Transactions) HSBC
- Attended customer inquiries about banking products and services through inbound and outbound calls and emails.
- Acquire and maintain knowledge of relevant processes associated with products and procedures from time to time.
- Worked well independently and on a team to solve customers complaints and problems related to transactions and systems.
- Organised and prioritised work to complete assignments in a timely, ecient manner.
- Worked with a strong attention to detail, so skills, professional writing skills and a keen eye for projects that need attention.
- Utilised superior data visualization and data management skills.
Education
Foundation -
Brickelds Asia College
08-2007
High School Diploma -
SMK Taman Sri Mudah
04.2001 -
Skills
- Effective Time Management
- English Advanced
- Ability to Work Under Pressure
- Bahasa Malaysia Advanced
- Leadership and Communication Skills
- Relationship-building
- Delegation
Timeline
Relocation Consultant
Silk Relo
06.2023 - Current
Team Lead, Fiduciary and Fund Services
Standard Chartered Global Business Services
06.2022 - 12.2022
Windows 10 migration support Level 2
Concentrix- Dell (AIG)
12.2020 - 06.2022
Support Agent
IT HELPDESK CONTACT CENTRE Morgan Stanley Banking (Atos Malaysia)
05.2018 - 11.2020
Senior Executive (Payment Operations)
Grab Malaysia Sdn Bhd
09.2016 - 09.2018
Functional System Support Analyst/3rd Level
RBC Investor & Treasury Services
04.2015 - 09.2016
Transfer Agent-Administrator
RBC Investor & Treasury Services
08.2013 - 04.2015
Customer Service & Verier/Product Specialist
Cyberjaya
04.2009 - 07.2013
High School Diploma -
SMK Taman Sri Mudah
04.2001 -
Foundation -
Brickelds Asia College
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