Arvindran Balakerisnan Email & Phone Number

Sepang, Selangor, Malaysia

- Spearheaded the creation of an AI-Driven Optimizer system in producing optimalrecovery plans and data-driven insights to enable Airlines Operation businesseffectively manage disruptions.- Digitized passenger disruption management through FDMS, personalizing servicerecovery and streamlining fulfillment process.- Led cross-functional team of engineers.

Federal Territory Of Kuala Lumpur, Malaysia

• Drive the delivery of robust back office modules to support internet and mobile banking features introduced to customers under the Bank’s new digital banking platform.
• Contributed in building features such as broadcast announcement and live chat messaging to engage customers under the digital banking platform
• Developed customer journeys based on pain points to provide seamless user experience in using the internet and mobile banking platform.
• Manage product roadmaps, feature prioritization and actively involved in all scrum ceremonies as a squad lead to ensure successful delivery of features within estimated time, scope and budget.
• Promote operation efficiency by optimizing existing processes, introduce straight through processing and empowerment of back office users in servicing customer needs.

Sepang, Selangor, Malaysia

• Designed refund processing system with automated rule-based engine capabilities to validate and process refund request from customers and travel agents which increased case processing time and reduced manual.
• Implemented automated tax invoice generation system for customers and scaled to meet country specific regulatory within one platform for different AirAsia country finance departments.
• Facilitated the built of new Customer Relationship Management (CRM) system for AirAsia with Salesforce cloud services platform and features.
• Utilized SWIFT technology to streamline all vendor’s payment instructions. The project enabled multi-level approval workflow, promotes one platform for payments as well simplified reconciliation process for the shared.

• Played key role as Business Analyst to replace Bank’s existing Customer Relationship Management (CRM) system with PEGA technology and features.
• Optimized PEGA technical competency in introducing capabilities and features to resolve business user problems in the feedback management module and achieve straight-trough processing for key features identified.
• Implemented significant functional and technical features for performance improvement of Bank account opening system.
• Provide L2/L3 support for Bank’s account opening system including daily ticket resolution, root cause analysis, error handling, reporting, feature enhancements, support Disaster Recovery (DR) and server housekeeping.

Singapura

• Took part in the design and development phase of Bank’s forward-thinking account opening system. The system enables self-account opening with automated processed and integrations.
• Improved system performance by making proactive adjustments and resolving technical issues.

Sydney, New South Wales, Australia

• Experienced providing technical application support using PEGA platform in QBE insurance technical office, Sydney Australia.

Kuala Lumpur, Malaysia

• Effectively took part in application requirement gatherings, construction of functional and business workflow on security centered platform and technology.
• Implementation of Identity Management system in providing access based on workflow approval for all employees utilizing CISCO technology.

Daerah Hyderabad, India

• Experienced in software development for General Electric application where development took place in India IT hub, Hyderabad for the span of 12 months.
• Contributed as junior developer in Pega COE team build in Cyberjaya, which was first of its kind in this region
• Worked closely with other team members to plan, design and develop robust solutions in a timely manner.