Strategically drive capability development program within customer service department.Identify learning needs and setup guidelines to ensure standardized customer services across Customer Service units.Maintain training calendar & manual for Customer Service units.Ensure availability of updated training contents for all CS units.Ensure resource development and readiness on existing and new systems and processes.Conduct coaching, feedback and train the trainer sessions.Ensure implementation of defined processes to all Customer Service channels. Identify areas of improvements and raise red alarm to all Customer Service channels.Liaison between TM and Vendor regarding training needs (if needed).Implementing uniformity of process discipline across the all CS teams.Assisting Special Projects and performing other duties as assigned Identifying and implementing changes to the process.Communication new and changed policies.Ensuring the standards and procedures are being followed.Responsible for evaluating the performance of the processBe accountable for other certain works as assigned from immediate superior level.

• Constantly monitor and analyze CE results to create useful insights and present them to Senior Manager.• Monitor competitions to spot areas for CE improvement and find ideas for improving CE.• Review/create Contact Center processes to implements for customer retention. • Utilize analyses’ results to spot CE inefficiencies and liaise with related department to propose actions for improvement.• Create script for customer replying on social media and create post copy in both Myanmar and English Language.• Follow up and negotiate for every action taken points until completed.• Understand all organization’s products & services and communicate same to all team members.• Categorize for Voice of customers & Voice of employees.• Manage the complete CR/CCR process with IT. • As a SPOC/project owner for CE projects.• Handle the Dimelo system, CRM and IPCC.• Review the social script by handle the customer complaint via Dimelo system.• Record Voice for Contact Center IVR.• On time project delivery.

• Prepare the survey questions and Train the champions to ensure getting right answer from customers which is satisfied or not on our products and services.• Monitor and replied for customer complained from our digital channels of Facebook.• Prepare call lists for Contact Center to take customer surveys by daily.• Collect the customer’s information and analyze the customer needs.• Create the surveys link by using Survey Monkey.• Monitor on our process flow to decrease call duration time and to get more loyalty customers.• Arrange and prepare action documents for bi-monthly meeting.• Translate scripts documents between English and Myanmar as required by CE department.• Using Dimelo system to create script for customer reply in social media. • Responsible for other duties as assigned by Line Manager.• Within transformation projects create functional requirement documents by taking inputs from customer experience stake holders • Handle the Dimelo system, CRM and IPCC.• Record Voice for Contact Center IVR.• Create the social script by handle the customer complaint via Dimelo system.

• To check daily performance for operation team, including Supervisors, Team leaders & CSR.• To make duty roster for Team leader and CSRs monthly basic.• To assist other department when their absent of their duty.• Prepare training evaluation record for each team member.• Prepare the survey questions and Train the champions to ensure getting right answer from customers which is satisfied or not on our products and services.• Collect the customer’s information and analyze the customer needs.• Monitor on our process flow to decrease call duration time and to get more loyalty customers.• Prepare call lists for Contact Center to take customer surveys by daily.• Prepare/Issue Invoice and payment request to Clients.• Managed Hotel Booking and arrangement for 1875 hotline.• Follow up and prepare Weekly Report and Monthly Report.• Arrange and prepare action documents for bi-monthly meeting with Clients.• Sending and prepare Weekly Report and Monthly Report to Clients.• Monitor and replied for customer complained from Call Center.• Translate scripts documents between English and Myanmar as required• Responsible for other duties as assigned by Line Manager.