Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Hnin Myu Hlwar Maung

Yangon,Myanmar
Hnin Myu Hlwar Maung

Summary

Results-oriented Supervisor with over nine years of experience in loan and customer services within the banking industry, including experience at KBZ Bank, the largest private bank in the country. Proven track record of delivering exceptional customer service and consistently meeting KPIs set by management. Possesses a strong educational background and extensive knowledge of banking services and products, with the ability to contribute value to the team and drive business growth.

Overview

13
years of professional experience

Work History

KBZ Bank Co.,Ltd

Service Ambassador
01.2023 - Current

Job overview

  • Company Overview: the largest private bank in the country. Website: Not provided.
  • Manage customer queues efficiently (KPI: Achieve an average waiting time of less than 5 minutes).
  • Handle customer inquiries and complaints, providing assistance as needed (KPI: Resolve 90% of issues on the first attempt).
  • Encourage customers to use digital channels for transactions (KPI: Ensure at least 60% of transactions are completed digitally).
  • Prioritize customers based on their service rank (KPI: Maintain a 95% adherence rate to priority service standards).
  • Collect customer feedback, including NPS scores (KPI: Target a minimum NPS score of 70).
  • Manage service calls and ensure timely responses (KPI: Answer 95% of calls within 20 seconds).
  • Ensure proper use of the QMS SOP (KPI: Maintain at least 98% compliance).
  • Develop strategies to improve customer service operations (KPI: Implement at least three new service improvements per quarter).
  • Monitor service performance and generate reports for management (KPI: Submit 100% of reports on time).
  • Train and support team members to enhance service quality (KPI: Conduct at least one training session per month).
  • Coordinate with internal teams to resolve escalated issues efficiently (KPI: Ensure 95% of escalated issues are resolved within the set timeframe).
  • The largest private bank in the country. Website: Not provided.

KBZ Bank Co.,Ltd

Assistant Supervisor
01.2015 - 01.2023

Job overview

  • Company Overview: the largest private bank in the country. Website: Not provided.
  • Record all transactions accurately in the Core Banking System, ensuring no security issues (KPI: 100% compliance rate).
  • Ensure the accuracy of accounts, cash, and transactions (KPI: 100% error-free).
  • Order bank checks and cards as needed and complete tasks assigned by the manager (KPI: 100% on-time task completion).
  • Identify customer needs, provide information on products/services, and direct them to branch representatives (KPI: 95% customer satisfaction).
  • Oversee and manage teller operations to ensure maximum efficiency and customer satisfaction (KPI: 98% efficiency).
  • Handle customer transactions, including check cashing, deposits, withdrawals, transfers, loan payments, and account management (KPI: 100% transaction accuracy).
  • Perform administrative functions supporting the commercial lending office, ensuring customer satisfaction (KPI: 95% satisfaction rate).
  • Coordinate with internal parties in the loan application process, including mortgage loan officers, underwriters, and realtors (KPI: 90% timely coordination).
  • Collect information for new loan underwriting, such as credit reports, tax filings, business searches, and title work (KPI: 100% data completeness).
  • Ensure loan documentation meets federal and state requirements (KPI: 100% compliance).
  • Serve as a point of contact for clients, assisting with required information and document completion (KPI: 95% customer satisfaction).
  • Research borrower, guarantor, and collateral information thoroughly (KPI: 100% accuracy).
  • The largest private bank in the country. Website: Not provided.

Medi Myanmar Han ideal Group Co.,Ltd

Sales and Marketing Assistant
01.2013 - 01.2015

Job overview

  • Company Overview: Website: Not provided.
  • Conducted market research and analyzed consumer rating reports/questionnaires (KPI: 95% completion rate of research tasks).
  • Employed marketing analytics techniques to gather critical data (social media, web analytics, rankings, etc.) (KPI: 100% accuracy of data gathered).
  • Participated in team meetings regarding month-over-month sales performance and new product launches (KPI: 90% attendance rate).
  • Prepared monthly sales volume reports (KPI: 100% on-time submission).
  • Supported marketing executives in organizing various projects, including logistics (KPI: 98% project completion rate).
  • Developed and modified spreadsheets, databases, and inventories with statistical, financial, and non-financial information (KPI: 100% data accuracy).
  • Assisted in organizing promotional events and traditional or digital campaigns (KPI: 95% event satisfaction rate).
  • Website: Not provided.

Education

Dagon University

Bachelor of Industrial Chemistry from Industrial Chemistry

University Overview

London Chamber of Commerce and Industry

LCCI Level II from Book Keeping and Accounts
01.2013

University Overview

National Management Academy

Diploma in International Business Administration
12.2023

University Overview

Skills

  • Microsoft Office Suite
  • Google Suite
  • Accounting
  • Core Banking System(Loan)
  • Myanmar(native)
  • English (Fluent)
  • Analytics
  • Adaptability
  • Strong Interpersonal
  • Problem Solving

Timeline

Service Ambassador
KBZ Bank Co.,Ltd
01.2023 - Current
Assistant Supervisor
KBZ Bank Co.,Ltd
01.2015 - 01.2023
Sales and Marketing Assistant
Medi Myanmar Han ideal Group Co.,Ltd
01.2013 - 01.2015
Dagon University
Bachelor of Industrial Chemistry from Industrial Chemistry
London Chamber of Commerce and Industry
LCCI Level II from Book Keeping and Accounts
National Management Academy
Diploma in International Business Administration

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