Khine Aung

Experienced in managing end-to-end Strapi CMS configurations for dynamic app interfaces, promotions, and campaigns. Proven ability to handle seasonal and ad-hoc changes in UI, pricing, and service offerings. Skilled in biller and merchant management, including onboarding, mapping, and configuration via Biller and MFS Portals. Effectively supported operator Top-up portal configurations, coordinated with cross-functional teams for production issue resolution, and played a key role in UAT testing during data center migration. Proficient in using Mixpanel for product analytics and performance optimization.

• Manage Strapi Configuration for Promotion, Campaigns, ad-hoc/sc scheduled

• Conducted skill gap assessments and developed training content on soft skills as
MFS portals, dispute resolution, and product updates.
• Delivered structured training programs for new and existing call agents to ensure
high-quality service delivery.
• Created, updated, and maintained SOPs, FAQs, and knowledge base articles to
support real-time customer issue resolution base on the SLAs.

• Handled TTS (trouble ticket system) cases from the call center, ensuring timely
resolution within SLA.
Operations & Technical Support
• Supported CMS configuration and contributed to system implementation and
enhancements.
• Led UAT testing for new product features to ensure functionality before launch.
• Managed B2B merchant onboarding, including chain account setup and contract
verification.
CRM Accuracy & Customer Data Handling
• Maintained accurate customer interaction records in the CRM system for
service tracking.
• Verified KYC data through portals to ensure compliance with internal and
regulatory standards.
Performance Reporting
• Generated weekly KPI reports to highlight trends, issues, and performance gaps.
• Collaborated with operations to deliver insights that supported continuous
improvement.