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Su Myat Htwe

Digital Payment| Fintech| Telecom| Mobile Device| Customer Experience

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Intro
Hong Kong
Customer Experience - Manager at Citizens Pay - Fintech Company
Studied Botany at Dagon University
Studied Diploma in Customer Service at Alisona
Studied Diploma in Operation Management at Alisona
Studied at Alisona
Studied Business Management & Administration at Strategy First Institute
Joined June 11, 2023

Skills

Languages

Burmese
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Fluent
English
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Intermediate
About
Over 8 Years experiences in Customer Service and Backend Operation both Digital & Contact Center. Worked as Professional Customer Experience at Ooredoo Myanmar - Telecommunication, Huawei Mobile - Mobile & app technology, Fintech platform - Wave Money and Citizens Pay. And 2 times experiences of in Whole Contact Center setup and initiator of Customer relationship management (CRM) tool developing. Excellent analyze and troubleshooting skill in complain handling. Enthusiastic to learn new things and quick learner for self -improvement and self-esteem to be proficient.
Experience
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Citizens Pay - Fintech Company
Jun 2021 – Present
Myanmar
Customer Experience - Manager
- Call Center setup and migration process - Digital - Social Media Process Management - Call Center Inbound, Outbound Process Management - Backend operation support management - Quality Assurance and KPI setup - Internal & external Operation Management - Vendor Management - Customer Relationship Management - CRM tool developing - Complaint Management and ticketing system - Monthly Training Plan for performance improvement - Direct report to Customer Care Head
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Wave Money - Fintech Company
Jun 2019 – Jul 2020
Myanmar
Customer Care Executive
- Digital Service Social Media Management - Complain Process Management - Outbound Process Management - Participated in New Product & Promotion Activity + Campaign - Quality Audit Process Management - Call Center IVR- CSAT project improvement - Training and Briefing for Promotion for New Product, new joiner - Content writing for SMS Bulk Process - Direct report to Customer Care Manager and Head - Responsibility for new SOP initiator between Vendor and Head Office - Analyze customer need and want for new service and product
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Huawei Myanmar
Oct 2016 – Jun 2019
Myanmar
Customer Care Specialist
- Call Center setup and migration process - Call Center and Digital service (social media) process management - Enhancement & improvement of Call Center system and tools utility such as: IVR, CSAT, CRM and knowledge portal - Complaint Process Management - Quality Audit Process Management - Training and Briefing for Promotion and New Product - New product first sale event activity - Quarterly vendor evaluation review - Vendor KPI, incentive and penalty review - Free courier service arrangement for out of Huawei Service Center - Monthly, Weekly social VOC reporting alignment - Direct report to Department Director
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Ooredoo Myanmar
May 2014 – May 2016
Myanmar
Senior Customer Experience
- As a VIP channel, give great customer service to VIP /B2B customers - Make sure meet with targeted SLA and KPI, and teamwork, initiative and can work under pressure. - Handle Ooredoo Myanmar Facebook Page, Consumer email - Make a survey & upselling call concerning about product & service - VOC Analysis report to Customer Service Excellent Team - Provide detail and exact information of products and services. - Reporting to VIP Team Manager & Team Leaders the daily customers’ complaints, suggestion, feedbacks and issues. - Supporting the Team Leaders for weekly and monthly reports for customers’ feedbacks and complaints from Ooredoo Myanmar Facebook Page and Email. - Enchanting professional communication skills, contact center telephony and technology. - Direct report to Team Leader & Call Center Manager
Education
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Dagon University
Degree, Botany
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Alisona
Diploma in Customer Service, Diploma in Customer Service
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Alisona
Diploma in Operation Management, Diploma in Operation Management
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Alisona
Diploma in Human Resource
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Strategy First Institute
Business Management & Administration , Business Management & Administration