Kay Htain
Toronto
Summary
Dynamic Social Media Specialist at CIBC with proven expertise in risk assessment and incident management. Excelled in enhancing client satisfaction through effective communication and collaboration, while adeptly managing complex security cases. Leveraged software proficiency to analyze banking data, ensuring compliance and delivering exceptional service in high-pressure environments.
Overview
4
4
years of professional experience
Work History
Social Media Specialist
CIBC
06.2022 - Current
- Demonstrated a strong track record of exceeding organizational performance metrics, securing top performer status since F23
- Monitor and manage social media platforms to detect and address high-risk cases related to legal, media, and reputational concerns
- Thrive in high-pressure environments, collaborating with internal teams to resolve cases involving fraud, identity theft, cybersecurity threats, and crisis situations
- Analyze client concerns and provide insights to executives, contributing to process improvements and enhanced service delivery
- Conduct in-depth investigations into client banking issues, compiling detailed reports for escalation and resolution with the appropriate teams
- Leverage various software tools, including ECRM, to access and assess banking data, document client complaints, and ensure adherence to regulatory requirements
- Engage with clients empathetically, assessing their needs and offering customized solutions to enhance their banking experience
Chat Specialist
CIBC
07.2021 - 06.2022
- Managed up to 100 client interactions daily, adapting to diverse banking inquiries while maintaining service excellence and adherence to company regulatory protocols
- Educated clients on banking products, services, and new digital features to enhance their overall experience
- Consistently exceeded key performance metrics, including client satisfaction, response time, and first-contact resolution
- Provided frontline support for online banking platforms, mobile apps, and digital services, ensuring a seamless client experience
Education
Bachelor of Arts - Psychology
York University
Toronto04-2018
Skills
- Risk Assessment
- Incident Management
- Strong Communication
- Partner Collaboration
- Software proficiency
Accomplishments
- Exceeded Goals Rating for 2023 and 2024
- Recipient of multiple Purpose and Quarterly awards; recent winner of the Top Client Satisfaction award for F24
Software
3270, AS400, BOLD, Certapay, Chordiant, COINS, Genesys, ICBS, JIRA, Khoros, MS Office, TelAgent, TS2, and Wealth Management
Expertise
- Work closely with diverse teams across Brand Monitoring, Public Affairs, Account Activity and Credit Card Fraud, Banking Centres, Client Account Management, Marketing, Mortgages, and Client Care to swiftly resolve urgent issues and enhance client support strategies
- Consistently surpassed risk compliance targets, achieving a 98% compliance rate over the last two years
- Led the SharePoint migration project, optimizing scripting and enhancing the organization of procedure pages to improve efficiency and accessibility
- Managed client and internal partner communications across multiple email mailboxes, collaborating with cross-functional teams to effectively address and resolve client concerns.
Timeline
Social Media Specialist
CIBC
06.2022 - Current
Chat Specialist
CIBC
07.2021 - 06.2022
Bachelor of Arts - Psychology
York University
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