-Setup call center for Daung Capital -Inbound calls from Dealers or Customers-Managing feedback and complaints received through phone call and Facebook page-Managing the Call Centre software to monitor Call Center Associates rate of receipt of phone calls.-Working with Senior Management to define Key Performance Indicators for the Department-Monitoring the performance of Call Center Associates according to defined KPI-Assign tasks and manage Call Center Associates/ Executives-Managing Social Media replies-Defining policies and procedures for the receipt and response of Social Media messages-Providing training to junior staff on any relevant experiences-Managing Customer Verification Calls to borrowers as part of the Risk Management function-Schedule monthly customer call backs-Define phone script for call backs to be used by Call Centre Associates-Prepare reporting template to Risk Manager-Timely reporting of call back results to the Risk Manager-Ad Hoc customer call backs-Risk Manager may request for ad hoc call backs of customers, need to plan and schedule this task into the existing department call schedule-Timely reporting of call back results to the Risk Manager-Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency

-Setup Call Center and Customer Support Ticketing System for entire organization -Implement IVR, Call Process, Scripts, Social Media Reply Process and Complaint Handling Process -Develop and implement a customer service policy for an entire organization-Finding ways to measure customer satisfaction and improve services-Training staff to deliver a high standard of customer service-Collaborate with other brand managers to improve customer satisfaction-Report daily, weekly and monthly reports of customer activity to Managements and related brand managers -Involvement in staff recruitment and appraisals-Participating in digital transformation projects such as E-commerce and CRM

-Improve customer service experience, create engaged customers-Take ownership of customers issues and follow problems through to resolution-Set a clear mission and deploy strategies focused towards that mission-Develop service procedures, policies and standards-Keep accurate records and document customer service actions and discussions-Analyse statistics and compile accurate reports-Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment-Keep ahead of industry’s developments and apply best practices to areas of improvement-Control resources and utilize assets to achieve qualitative and quantitative targets-Adhere to and manage the approved budget-Maintain an orderly workflow according to priorities

-Manage the work force within the Call Centre, including planning work force shifts and deployment-Set detailed operational KPIs in order to achieve the targets set by the Customer Care Dept-Control and manage the overall Call Centre Operation-Supporting the manager, HR and training in the recruitment, training and inducting of new agents into the Centre.-Communicate with other departments such as Network Operation (Technical), Marketing and Business Support Team to ensure timely training and briefing for new products, resource for product launch and to get the resolution for issues.-Analyze the reporting data if they are below or above the target and find out solution-Participate in the organization of events and/or activities for customer experience-Take part in testing as required for product and project launches-Provides daily, weekly and monthly reports on customer activity, feedback and Contact Centre performance to Caring and CRM Management.

- Responsible for the day to day operational management of the OM Contact Centre to deliver the required service level standards and customer experience to meet the objective and KPIs of the Contact Centre.- Implement and manage continuous improvement and customer voice feedback mechanisms.- Identifies ongoing improvements to ensure the Contact Centre is recognized for delivering top class customer experience.- Reviewing the performance of champions in terms of quality and productivity against defined criteria.- Manages the Quality Assessment and Performance Management process for champions.- Providing feedback and coaching to Champions in order to improve performance.- Supporting the centre manager, HR and training in the recruitment, training and inducting of new Champions into the centre.- Communicate with other teams such as Network Operation (Technical), Marketing and Business Support Team to ensure timely training, resource for product launch and to get the resolution for issues.- Provides daily, weekly and monthly reports on customer activity, feedback and Contact Centre performance.

-Managing a team of 22 staffs and also other teams within same shift.-Providing coaching and training to the staffs.-Making schedule and dividing works for staffs.-Making reports about the projects and performance of the staffs.-Troubleshoot the problems of the staffs and works. -Communicating with managers and onsite managers from other countries