Phyu Wai

Customer operations and seller-support professional with 10+ years of experience in customer service, issue resolution, complaint management, logistics operations, seller support, team coordination, performance monitoring, and process improvement. Experienced in managing complex customer and seller concerns, investigating root causes, coordinating cross-functional resolutions, monitoring KPIs and service levels, analyzing trends, and escalating business-impacting issues to management. Strong background in developing service procedures, training employees, maintaining accurate documentation, and improving customer and seller experiences.

Assistant Seller Support Manager – Complaints & Issue Resolution at Shop.com.MM (2021-01 – 2022-09)

• Led the Complaints Handling Unit and oversaw seller-support issue resolution from case intake through resolution or escalation.
• Investigated and documented complex seller complaints while ensuring cases were handled within established service targets.
• Analyzed complaint trends and operational data to identify recurring issues, anomalies, and root causes.
• Monitored seller satisfaction, KPIs, turnaround times, and issue-resolution performance.
• Coordinated with cross-functional teams to resolve complex issues and improve seller experience.
• Escalated unresolved and business-impacting complaints to senior management with supporting analysis.
• Defined and monitored turnaround-time expectations for seller complaints received through the Contact Centre.
• Identified opportunities to improve complaint-handling processes, consistency, and compliance.
• Supported employee training and development to strengthen issue-resolution and customer-service capabilities.

Operations & Customer Service Manager at Scan Global Logistics Ltd (2019-09 – 2019-10)

• Supervised customer service activities and supported timely resolution of customer concerns.
• Developed customer service procedures, policies, and service standards.
• Coordinated customer satisfaction goals and team activities.
• Reviewed service statistics and prepared reports to identify performance trends.
• Maintained accurate customer records and operational documentation.
• Supported hiring, onboarding, and training of customer service employees.

Export Manager – Export Documentation & Customer Service at First Greenhill Logistics Ltd (2018-06 – 2019-06)

• Owned customer issues and coordinated resolution through completion.
• Developed customer service procedures and standards to improve service consistency.
• Maintained accurate customer records, documentation, and service information.
• Analyzed service statistics and prepared reports for management.
• Managed team workflow and resources to support customer service targets.
• Mentored and trained customer service employees.
• Monitored industry developments and identified opportunities to improve customer service processes.

Customer Service & Administrative Executive at Anggun Boutique Hotel Sdn Bhd (2016-03 – 2017-10)

• Managed day-to-day customer service operations and maintained proactive communication with customers.
• Built strong customer relationships and addressed customer concerns promptly.
• Prepared schedules, invoices, contracts, and administrative documentation.
• Coordinated procurement and office operations.
• Supported training of new employees and coordination with travel-agency partners.

Logistics Executive at Asia Pacific Wine Hub (S) Pte Ltd (2011-07 – 2015-11)

• Managed local and international customer requirements and coordinated logistics activities.
• Served as a primary point of contact for shipment, delivery, transportation, and logistics concerns.
• Investigated and resolved customer and transportation issues.
• Coordinated with suppliers, customers, and service providers to resolve problems and improve service.
• Prepared customer reports, invoices, inventory reports, and shipment documentation.
• Monitored service-provider performance and followed up on customer-impacting issues.

Airfreight Import Officer at Kerry Logistics (S) Pte Ltd (2010-11 – 2011-06)

• Monitored international shipments and communicated shipment status with customers and internal teams.
• Coordinated customs documentation and delivery requirements.
• Investigated missing or damaged cargo and submitted claims.
• Maintained accurate shipment records and system information.

Diploma (AAS) in Logistics & Operations Management – Temasek Polytechnic (2008 – 2010)

Certificate in Business – AMS (2007 – 2008)