Open to opportunities

Thiri Aung

@thiriaung

Customer Success and client onboarding professional focused on measurable outcomes, regulated rigor, and platform adoption.

India

Message

What I'm looking for

I’m looking for Customer Success and client onboarding/implementation roles in B2B SaaS or FinTech/RegTech, where I can drive NPS/CSAT, improve digital adoption, manage escalations with regulated rigour, and deliver measurable client outcomes.

I’m a customer engagement and client success professional with 2+ years in regulated financial services and 5+ years across B2B client management, platform onboarding, and cross-functional delivery. With an MBA from the University of Strathclyde, I bring GTM research capability and structured, data-backed problem solving to every customer journey.

At Barclays Bank PLC, I led the department NPS improvement programme as Team NPS Champion—using call recordings, client feedback, and service patterns to raise team NPS from +58 to +100 in one month. I manage 60+ inbound interactions daily in Salesforce and Amazon Connect, maintaining 92%+ First Point of Contact resolution, while keeping customer case documentation audit-ready and applying KYC, verification, and fraud-detection protocols with 100% escalation of flagged cases.

Earlier in my career, I built onboarding and adoption systems for B2B partners—managing 150+ restaurant partners and driving 90%+ retention through implementation support, account health monitoring, and feature adoption. I also lead digital platform implementation (Foodpanda/GrabFood) and delivered implementation-ready GTM assets for a UK SaaS market-entry consultancy, always aiming to reduce friction, improve clarity, and create repeatable outcomes.

Experience

Work history, roles, and key accomplishments

Premier Customer Care Specialist

Barclays Bank PLC

Jan 2025 - Apr 2026 (1 year 3 months)

Led a team NPS improvement program, raising team NPS from +58 to +100 in one month. Managed 60+ inbound customer interactions daily in Salesforce and Amazon Connect, maintaining 92%+ first-contact resolution and escalating 100% of flagged KYC/fraud risks.

Salesforce CRM Amazon Connect KYC First Contact Resolutions Case Documentation Escalation Management

Customer Service Advisor

Teleperformance

Sep 2024 - Dec 2024 (3 months)

Handled 100+ daily inbound Universal Credit queries as first point of contact, resolving claim, payment, sanctions, and identity verification issues while meeting FCR/AHT and call accuracy KPIs. Produced 50+ case summaries daily and escalated safeguarding and financial hardship risks to reduce downstream errors and delays.

Universal Credit Case Handling Inbound Customer Support Identity Verification Sanctions & Compliance Workflows KPI Management (FCR AHT)Claim Payment Issues

Business Development Manager

Nippon Electronics Co. Ltd.

Jan 2023 - Aug 2024 (1 year 7 months)

Managed B2B retailer onboarding and commercial coordination for 20+ regional partners, growing active partners by 30% across five cities. Produced weekly and monthly performance reporting and coordinated end-to-end fulfilment (forecasting, stock allocation, payment tracking) to prevent revenue loss from operational gaps.

Excel reporting Demand Forecasting Stock Allocation Coordination Payment Tracking Credit Terms Management Remote Operations

Marketing Manager

City Food Concepts Co. Ltd.

Feb 2021 - Dec 2022 (1 year 10 months)

Coordinated campaign implementation across 4 brands and 6 locations, delivering 12+ seasonal campaign cycles annually with 100% on-time execution. Built weekly KPI dashboards in Google Data Studio for senior leadership and redesigned workflows in Trello/Asana to reduce approval bottlenecks and miscommunication.

Trello Asana KPIs Google Data Studio Vendor Management performance reporting Workflow Optimization

Marketing Executive

Food2U Delivery Service Co. Ltd.

Jan 2019 - Jan 2021 (2 years)

Owned end-to-end client success for 150+ B2B restaurant partners, supporting 90%+ partner retention and maintaining recurring platform revenue. Improved partner onboarding and feature adoption, contributing to a 15% increase in click-through rate and a 20% uplift in order conversion, and reduced escalation volume by 25% within six months.

Client Onboarding Account Health Monitoring Escalation Management Performance Monitoring Cross functional Coordination

Marketing Intern

Unilever EAC Myanmar Co. Ltd.

Oct 2017 - Nov 2017 (1 month)

Supported strategic market research using surveys and focus groups across general and modern trade outlets. Analyzed consumer feedback themes and competitive intelligence to inform evidence-based brand positioning and promotional investment decisions.

Focus Groups Competitive Intelligence Market Research Data Analysis Promotional Investment Insights

Education

Degrees, certifications, and relevant coursework

Pearson UK Rep, Myanmar

Pearson LCCI Level 3 Diploma in Accounting & Finance, Accounting & Finance

2015 - 2026

Completed the Pearson UK LCCI Level 3 Diploma in Accounting & Finance (July 2015–July 2026) in Myanmar.

Chartered Management Institute (CMI)

Level 7 Diploma in Strategic Management and Leadership, Strategic Management and Leadership

2023 - 2024

Completed the Level 7 Diploma in Strategic Management and Leadership with the Chartered Management Institute (Jan 2023–Jan 2024).

University of Strathclyde

Master of Business Administration (MBA), Business Administration (Data Analytics, Ops, Marketing, Finance)

2023 - 2024

Grade: Distinction

Activities and societies: IKEA digital transformation project: AI integration and customer experience strategy (Distinction).

Completed an MBA at the University of Strathclyde (Jan 2023–Jan 2024) covering business intelligence & data analytics, operations & project management, marketing & brand management, and financial analysis & risk assessment. Completed an IKEA digital transformation project on AI integration and customer experience strategy (Distinction).