Sudha Krishnan
Assistance Manager At Kaf Digital Banking
Kuala Lumpur
Summary
PERSONAL SKILLS AND STRENGTHS Computer skills : #Able to operate PC with these operating system: Skills Proficiency Spreadsheet: Microsoft Excel Advanced Word processor: Microsoft Word Advanced Presentation: Microsoft Power Point Advanced Microsoft Outlook Intermediate Microsoft Excel Functions & Formulas Intermediate Microsoft Excel Interactive Charts Intermediate Task Automation with Microsoft Excel Macro Intermediate Data Management with Pivot Table Intermediate SQL SuperSet Key Skills: #Good Leadership skills #Excellent interpersonal communication skills #Ability to work effectively in a team as well as independently #Possessed a positive attitude, professional work ethics and high level of integrity #Communication skills - verbal and written #Telephone skills and ability to manage difficult clients #Ability to draft reports, memos, policies and procedures #Customer orientated - Ability to provide excellent customer service and one to have an approachable personality. #Accuracy and attention to detail #Efficiency and time management #Ability to work under pressure/ meet deadlines Attributes #Trustworthy #Friendly and approachable personality #Follow up and tracking #Confidentiality #Professional approach #Diligence
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Manager Customer Management
Kaf Digital Banking
10.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Senior Risk Ops Analyst
Grab Malaysia HQ Office
01.2019 - 09.2024
- In depth understanding of different partner institution cooperation mechanism in the Company, perform risk analysis of partner activities throughout the cooperation cycle starting from onboarding to exit
- Conduct KYB/DDQ/Annual Review and event trigger reviews for partner institutions investigation
- Design and manage partner institution risk operation mechanism through proper procedure, product, QA, and resource management
- Lead operation team to conduct risk pattern summary, risk feature mining, customer experience pain point analysis, and provide feedback on risk policies/strategies, and improve operational efficiency and experience
- In-depth cooperation with data, product, and technical teams to ensure the partner institution risk operation and Monitor and manage Customer /Client account
Senior Officer
Maybank
09.2017 - 12.2018
- Assisting customer inquiry on banking product handing Complain
- Dealing with Compliance and bank procedure, Verifying customers documents and KYC
- Well knowledge in customer service and compliance
- Maintain a high level of professionalism
Chargebank and Compliance lead (temp Staff)
MOBE LTD
03.2017 - 06.2017
- Handling Compliance issue like verify customer accounts
- Dispute
- KYC
- Preparing Letter to raise dispute on fraud cases with payment proof
- Liase with head of Finance department and other fraud team to raise chargeback
- Monitoring fraud cases and raise red flag
- Hand over to Head of Finance for approval and refund accordingly by creating the payment order and reconcile on weekly basis
- Gather Proof of purchases and counter back dispute with banks, Amex and Finance bodies
- Reason for Leaving: Mobe as Compliance and Chargeback exc
- Reason leaving Mobe is due to Clearing back log (temp Staff)
- After I left Mobe, I was looking for job for few months and join Maybank as Customer Service exc
Compliance Executive
Paypal Malaysia
05.2016 - 12.2016
- Risk Operation: KYC, Country Sanction, Embargoed good Warning
- Externel Bank Enq
- Spoof, Phishing, BRO (Buyer Risk Operation)
- Merchant Rating
- Hack Account Monitoring
- Appeal
- Vetting: Consumer Alert, SSN Alert, Name Mismatch and Safe Scam
- Provide leadership, guidance, and assistance to peer employees as well as supporting the team by answering questions, providing feedback on Due Diligence issues, and supporting all areas of Risk Operations as needed
- Work queues, address teammate questions and resolves escalations
- Review of highest risk accounts and/or transactions identified by internal or external means
- Document decisions and recommendations in Case Management system in required format for SAR filing, management, audit and regulatory review and prepare reports to management as required
- Handling of sensitive inbound and outbound calls using interview techniques
- Promptly escalating critical or reputational risk matters
- Support special projects and initiatives, as needed
- Ensure that customers are complying with policy as defined in PayPal's Terms of Use
- Ensure that Anti Money Laundering regulations are adhered to and monitor account activity accordingly
- Conduct presentations (oral or written) on applicable laws and regulations, potential impact to PayPal (including resource evaluation, affected groups, retention, and other requirements) and recommendations for implementation and future monitoring
- Keep up to date on PayPal products, policies, and procedures
- SELECTED ACHIEVEMENTS: Best AHT and Quality Awards
- Reason for Leaving: Paypal as Compliance Officer Reason leaving Paypal is due to retrenchment
- After I left Paypal, I was working as temp staff in few small companies and looking for permanent position job
Senior Officer
UOB Bank
12.2012 - 11.2015
- Handling Singapore customer enquiry via email and phone (24/7) Banking & Credit Card
- Complain Handling
- KYC
- Vetting: Consumer Alert, SSN Alert, Name Mismatch and Safe Scam
- Managing SOP
- Dispute - Fraud transaction, Unauthorized transaction, Transaction Monitoring
- Saving Acc and Current Account
- Debit Card Knowledge
- Sales knowledge - personal loan, Instalment Plans
- Empowerment - uplift blocks on accounts
- Reason for Leaving: From UOB I moved to Paypal as Compliance Officer
- This is to explore outside Contact Center environment
- I had received Awards for Best AHT and Zero Error in Quality and Best Attendance Awards
Citi Phone Officer (Authorized Signer)
Citi Bank
01.2010 - 12.2012
- To deliver excellent service through Citibank difference via phone interaction with existing customers by providing customer servicing/transaction capability and to prospects by generating interests and generates leads
- To comply with Citibank's policies and available procedures, KYC and AML guidelines to ensure safety and security of the Bank and customers' assets are maintained
- Assist and manage Core customer and Citi Gold's customer in day to day monitoring account
- Offer and solve customer issue within timely manner
- Help to promote bank's Product to eligible customer (Time Deposit, Loans, Cash Advance and Balance Transfer)
- Advise customer Outstanding Balance/Due date/ Min payment and other queries
- Blocking of Credit Card / ATM card if reported lost by customer or missing of Cheque Book or if account suspected fraud
- Help to reissue statement via E-mail, fax & mail to legal address
- Fund transfer, Telegraphic Transfer, Placement and partial withdrawal request for banking customer
- Help customer especially in Cash urgency by providing temporary Increase in credit limit subject to bank approval if customer meet with the criteria
- Act as a right hand person for team leader
- Help and guides newbies within the team to drive them achieving sales target, help them on the process & procedures if unclear with the process, update them on their performance
- Assigned by back end department to help reduce the paper loads request by customer such as Cancellation of auto billing, Cancelation of Credit shield plus, rewards redemption request, to confirm customer email add especially which is bounced e-statement and to update the email add if necessary
- AWARDS/ ACHIEVEMENTS: Perfect attendance for few Quarters, WOW Service Awards-Bronze winners, Club 95 and Club 100, Top 5 Best Sales Staff
Education
Diploma - Accouting
Stamford College
01.2003 - 01.2006
Certificate - Accouting
Stamford College
01.2003 - 01.2004
Skills
Microsoft Excel
Microsoft Word
Microsoft Power Point
Microsoft Outlook
Microsoft Excel Functions & Formulas
Microsoft Excel Interactive Charts
Task Automation with Microsoft Excel Macro
Data Management with Pivot Table
SQL
SuperSet
Leadership skills
Interpersonal communication skills
Teamwork
Positive attitude
Professional work ethics
Integrity
Verbal communication
Written communication
Telephone skills
Customer service
Accuracy
Attention to detail
Efficiency
Time management
Ability to work under pressure
Data Analysis
Operational Risk Management
Compliance Management
Contact Centers
Spreadsheets
Analytical Skills
Administrative Assistance
Customer Satisfaction
Chargebacks
Customer Engagement
Awards
- Best AHT and Quality Awards
- Perfect attendance for few Quarters
- WOW Service Awards-Bronze winners
- Club 95 and Club 100
- Top 5 Best Sales Staff
Summary - Personalskillsandstrengths
Microsoft Excel, Microsoft Word, Microsoft Power Point, Microsoft Outlook, Advanced, Advanced, Advanced, Intermediate, Intermediate, Intermediate, Intermediate, Intermediate, Intermediate, Intermediate, Good Leadership skills, Excellent interpersonal communication skills, Ability to work effectively in a team as well as independently, Possessed a positive attitude, professional work ethics and high level of integrity, Communication skills - verbal and written, Telephone skills and ability to manage difficult clients, Ability to draft reports, memos, policies and procedures, Customer orientated - Ability to provide excellent customer service and one to have an approachable personality., Accuracy and attention to detail, Efficiency and time management, Ability to work under pressure/ meet deadlines, Trustworthy, Friendly and approachable personality, Follow up and tracking, Confidentiality, Professional approach, Diligence
Timeline
Assistant Manager Customer Management
Kaf Digital Banking
10.2024 - Current
Senior Risk Ops Analyst
Grab Malaysia HQ Office
01.2019 - 09.2024
Senior Officer
Maybank
09.2017 - 12.2018
Chargebank and Compliance lead (temp Staff)
MOBE LTD
03.2017 - 06.2017
Compliance Executive
Paypal Malaysia
05.2016 - 12.2016
Senior Officer
UOB Bank
12.2012 - 11.2015
Citi Phone Officer (Authorized Signer)
Citi Bank
01.2010 - 12.2012
Diploma - Accouting
Stamford College
01.2003 - 01.2006
Certificate - Accouting
Stamford College
01.2003 - 01.2004