Open to opportunities

Khant Maw Aung

@khantmawaung

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Customer Experience Manager who builds training programs and quality systems to improve CX and customer satisfaction.

Myanmar

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What I'm looking for

I’m looking for a customer service/CX leadership role where I can drive quality, train teams, and improve customer-focused processes—while contributing to business development, sales, and marketing growth.

I lead customer experience initiatives as a Customer Experience Manager (HOD), focused on delivering a positive customer experience through customer service, application experience, process alignment, and training and development. I monitor daily call centre operations, maintain CX department turnover rate, and set up quality control using SMART criteria.

In my Customer Service Manager role at AGD Bank, I led head-of-department tasks and supported nationwide branches with service design and quality control. I restructured the Customer Service Department (Inbound, Outbound, Social Media, Quality Control), trained nationwide employees in soft skills and customer service, and improved performance through QC briefings, Star Surveys, VOC monthly reporting, and NPS scripting/reporting by branch.

At MIBS, I managed multiple products and operations while monitoring call center performance, coaching QA teams, and driving QA calibration to improve quality scores. I also supported 24/7 inbound and social channels, handled complaint tracking, built knowledge portals using Google Site Tool, and used turnover and RAG file check-ins to guide hiring and coaching needs.

My foundation came from earlier call center and customer experience roles, where I conducted training need analysis, coached performance improvement plans, and solved complaints across channels. I’ve been recognized with “Best Employee” and multiple “Best Performance/Excellent Staff” awards at Mytel, and “Outstanding Award/Extra Mile Award” at MiBS—motivating me to keep strengthening teams, processes, and customer communication.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Ninja Van

Owned customer experience delivery by monitoring daily call center operations, improving complaint handling, and aligning CX processes. Led projects including CX guidebook/knowledge portal, call center features (scripts/IVR/tagging), and launch preparation for Ninja Point premium service.

Customer Experience (CX)Call Center Operations Quality Control Training Development Complaint Management Process Alignment IVR Call Tagging

Customer Service Manager

Asia Green Development Bank (AGD Bank)

Jan 2023 - Jun 2025 (2 years 5 months)

Led nationwide customer service operations across branches, supporting service design, quality control, and soft-skill training for employees. Restructured customer service teams, implemented QC and star surveys, handled complaints with investigations, and produced VOC/NPS reporting for management.

Customer service management Call Center Operations Quality Control VOC Reporting NPS Training Delivery Complaint Investigation Vendor Management

Key Account & Ops Manager

MIBS Company Limited

Jan 2021 - Nov 2022 (1 year 10 months)

Managed operations and client-facing performance for multiple products (Mytel, Onepay, AYA Pay, MTB Bank, Citizen Pay, AIA Insurance, and Myanmar Tourism Bank). Oversaw QA and agent performance, training feedback and materials, complaint tracker management, knowledge portal creation, rosters/attendance, and client reporting.

Contact Center Operations Training Program Design Knowledge Portal (Google Sites)RAG Turnover Monitoring Client Management

Sales & Operation Manager

TapInnovations Company Limited

Aug 2020 - Dec 2020 (4 months)

Managed call center inbound and social operations while planning department budgets and monitoring daily/weekly/monthly performance to COO/CEO. Built SOPs and coached teams on product knowledge and sales/operation workflows, including training and after-sales support.

Sales Operations Call Center Operations SOP Development Training & Coaching Budget Planning UAT Testing Product Knowledge

Call Center Manager

Rent2Own Company Limited

Apr 2020 - Aug 2020 (4 months)

Resolved customer complaints by improving workflows and updating the knowledge portal with new information. Managed inbound, telesales, and quality control teams with daily/weekly/monthly reporting and COVID-period manpower planning.

Complaint Management Knowledge Management Call Center Management Telesales Quality Control Workforce Planning

Quality Control & CX Officer

Telecom International Myanmar (Mytel)

Jul 2018 - Apr 2020 (1 year 9 months)

Conducted training needs analysis and delivered orientation/soft-skill and product training for call center, showroom, and FTTH sales teams. Owned multi-channel complaint resolution, managed Facebook team productivity and scripts, and performed quality control across channels with ongoing customer experience program support.

Needs Analysis Customer Experience (CX)Complaint Management Quality Control Social Media Support (Facebook)Customer Experience Program (MyID)Policy Translation & Enablement

Customer Care Senior Supervisor

Blue Ocean Operating Management Company Limited

Jan 2017 - Jan 2018 (1 year)

Supervised inbound/outbound and Facebook operations, managing scheduling, leave/late cases, and KPI/productivity tracking. Acted as a trainer for the MYPA project and managed a 38-person team, conducting weekly QA reviews and interviews for new Canal+ candidates.

Customer Care Supervision KPI Tracking Schedule Management QA Training Facilitation

Customer Service Staff

Yangon Airport Group Company Limited

Dec 2013 - Jan 2017 (3 years 1 month)

Provided passenger customer service at check-in and boarding, including document and boarding pass verification and support during delayed flights. Served as guest relations and ramp/load supervision support for safe and secure loading operations, including load/seating plan preparation.

Documentation Verification Guest Relations Ramp Supervision Load Control Planning Scheduling coordination

Customs Clearance Agent

Oriental Leading Star Agency

Oct 2012 - Sep 2013 (11 months)

Handled export/import documentation and followed up with government officers to clear product files through customs processes. Maintained file documentation records, calculated customer duty based on customs rules, and ensured released products were retrieved from airport/port.

Customs Clearance Documentation Management Customs Duty Calculation File Recording Airport Port Coordination