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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.
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