Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
GrabRisk ops Senior Specialist
Apr. 2024Federal Territory of Kuala Lumpur, MalaysiaAs a senior member of the Risk Ops team at Grab, I drive initiatives that combine AI, automation, and data to enhance fraud detection capabilities. My work directly impacts investigation timelines, resource optimization, and cross-functional policy development.
• Led AI-powered solution that automated 43% of fraud investigations, cutting AHT by 8 minutes.
• Partnered with merchant risk team to build LLM-based tools automating 50% of their processes.
• Produced and shared monthly regional fraud trend reports with DA, DS, Policy, and Leadership.
• Aligned workflows for issuer/acquirer fraud reports in collaboration with the Policy team.
• Launched “Issuer Outreach” to identify and resolve issuer-side transaction decline spikes.
• Represented Grab at BNM to implement National Fraud Portal procedures and end-to-end scam tracing.
• Developed dashboards in Microsoft D365 to track analyst productivity and AHT trends.
• Built a team mentoring framework focused on SQL upskilling and fraud case analysis.
• Stepped in as acting team lead during managerial absence, ensuring performance and daily flow.
• Created duty rosters via Google Sheets to maintain optimal coverage across time zones.
• Standardized bulk solve/update workflows to support high-volume fraud investigation.
GrabRisk Ops Specialist
Jan. 2022 - Apr. 2024MalaysiaIn this role, I focused on automation, fraud reporting, and data visualization to strengthen Grab’s fraud response infrastructure. I worked closely with cross-functional teams and law enforcement stakeholders.
• Deployed detection systems to monitor fraud activity and account takeover behaviors.
• Improved SOP accuracy and ensured compliance through end-to-end process reviews.
• Streamlined Law Enforcement workflows, reducing investigation AHT and response times.
• Built Tableau and Zendesk dashboards to visualize SLA, productivity, and alert volume.
• Trained team members on CRQ, SQL queries, and fraud case review methodologies.
• Served as liaison to the Singapore Police Force for escalated payment fraud cases.
• Investigated BIN attacks and implemented prevention rules alongside the Policy team.
• Automated routine investigation steps, cutting average handling time significantly.
• Handled executive escalations, ensuring timely and comprehensive fraud resolution.
• Optimized resource planning by supporting SLA-based workload distribution decisions.
GrabRisk Analyst
Oct. 2018 - Dec. 2021Petaling Jaya, Selangor, MalaysiaAs a Risk Analyst, I combined data tools, stakeholder collaboration, and process automation to drive fraud trend identification and case efficiency.
• Reviewed suspicious transaction data across mobile, banking, and in-app payment platforms.
• Reduced handling time by 50% using user score automation tools and case routing logic.
• Designed and launched dashboards that tracked analyst performance and flagged anomalies.
• Saved USD10K in 3 months by streamlining external fraud alert reporting workflows.
• Trained analysts in SQL scripting, SOP adherence, and risk flagging methodologies.
• Produced leadership-ready documentation and internal training decks for fraud processes.
• Analyzed SQL and Tableau data to spot fraud concentrations in health-critical areas.
• Built automations using JavaScript and GSheet to merge bulk cases in Zendesk.
GrabPayment Specialist
Apr. 2017 - Oct. 2018MalaysiaIn this early-career role, I supported daily payment issue resolution while identifying fraud-related behaviors across customer and driver accounts.
• Cleared high-volume payment queues and responded to daily customer-driver escalations.
• Assisted GrabPay merchants with disputes, payment issues, and transaction recovery cases.
• Investigated payment failures across platforms, collaborating with fraud and tech teams.
• Conducted KYC checks in alignment with compliance and internal risk frameworks.
• Monitored and flagged suspicious activities, triggering further fraud investigations.
• Verified driver and passenger ride activity before confirming account charge disputes.
• Approved payments manually and ensured booking details were correctly updated in systems.
• Supported fraud detection by analyzing transaction behaviors across digital payment channels.
Digi Telecommunication Sdn BhdCustomer Care Consultant
Apr. 2016 - Nov. 2016I supported mobile customers with billing, product, and service inquiries while learning the foundations of customer experience and operational systems.
• Managed incoming calls, provided resolution on account and product-related concerns.
• Strengthened client relationships by delivering responsive and courteous support.
• Quickly adapted to new products and internal systems, improving issue resolution time.
• Resolved escalated concerns with professionalism while following strict SLA requirements.
• Maintained deep product knowledge to advise customers on latest Digi offers and upgrades.
• Documented feedback and recurring issues to support internal service improvement efforts.
Intch is a Professional Networking App for the Future of WorkSee more people like Kaliswary on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
219193 people
16
Head of Human Resources
19
Advocate & Solicitor
27
Copywriter
24774 people
19
Advocate & Solicitor
15
Research Assistant
16
Interpreter & Translator