Maly Phothirat
Thongpong, Sikhottabong, Vientiane Capital
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Teller
Joint Development Bank
Hatsady, Chanthabouly
09.2022 - 11.2024
- Coached and mentored junior tellers on best practices for customer service and processing transactions.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Performed regular audits on teller drawers to maintain accuracy and prevent fraud.
- Welcomed customers and offered pleasant service during entire transaction.
- Coordinated scheduling of teller staff to ensure adequate coverage during peak hours.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Maintained an organized work station while adhering to safety guidelines at all times.
Assistant Relationship Manager
Banque Franco Lao
Hatsady, Chanthabouly
06.2020 - 07.2022
- Collaborated with internal teams to create customized financial solutions for clients.
- Participated in strategy sessions to develop solutions that meet client objectives.
- Researched market conditions for potential new customers and prospects.
- Collaborated with team members across multiple departments to achieve common goals.
- Assisted Relationship Managers in handling customer inquiries and resolving issues.
- Analysed client financial statements to offer tailored advice and products.
- Facilitated financial planning seminars and workshops for clients.
- Developed and executed strategies for customer retention and acquisition.
Receptionist Administrator
Banque Franco Lao
Hatsady, Chanthabouly
03.2019 - 05.2020
- Assisted with coordination of events including booking venues, catering services.
- Contracted with vendors and liaised with building management to schedule office equipment or facility repairs.
- Ordered office supplies as needed and maintained inventory records.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Computed balances, totals or commissions to support accounting team.
- Welcomed visitors and customers by greeting and answering or directing inquiries.
Cashier
Major Cineplex
Hatsady, Chanthabouly
11.2017 - 01.2019
- Balanced daily transactions on a computerized point-of-sale system.
- Answered phone calls to assist customers with questions and orders.
- Used suggestive selling techniques to promote add-on sales.
- Processed customer payments quickly and returned exact change and receipts.
- Offered customers carry-out service at completion of transaction.
- Prepared and sold concession stand items, including popcorn, candy, and beverages, adhering to health and safety guidelines.
Beauty Advisor
Vientiane center mall
Hatsady, Chanthabouly
04.2017 - 10.2017
- Computed purchases and received and processed cash or credit payment.
- Alleviated product theft by maintaining sales floor and shopper awareness.
- Maintained cleanliness of work area by wiping down counters, organizing shelves and disposing of trash appropriately.
- Organized promotional events such as makeup demonstrations and free makeovers.
- Recommended, selected and located merchandise based on customer desires.
Restaurant Waiter
Soukvimane Restaurant
Hatsady, Chanthabouly
06.2016 - 02.2017
- Processed cash payments accurately using a POS system; ensured accuracy of change given to customers.
- Greeted customers, answered questions and recommended specials to increase profits.
- Answered phone calls providing information about restaurant services, hours of operation, menu items .
- Stocked server areas with supplies before, during and after shifts.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
Education
BBA - Banking And Finance
Banking Institute
Tanmixay, Xaythany, Vientiane Capital10-2022
Skills
- Transaction processing
- Cash handling
- Customer service
- Team leadership
- Client relationship management
- Time management
- Effective communication
- Sales techniques
- Problem solving
- Critical thinking
- Team collaboration and leadership
- Count currency
- Sales Targets Achievement
- Sales and Cross-selling
- Product promotion
- Staff scheduling
- Employee training
- Menu knowledge
- Food safety understanding
Certification
- Bachelor of Banking and Financing got the final exam full score (GPA:4.0/4.0 an average score of 3.45GPA)
Languages
lao
First Language
English
Upper Intermediate (B2)
B2
French
Intermediate (B1)
B1
Thai
Proficient (C2)
C2
Chinese (Mandarin)
Elementary (A2)
A2
Affiliations
- Volunteer Work Red Cross Volunteer – Assisted in organizing events and providing support to people in emergency situations, demonstrating calmness under pressure.
- Event Coordination Organized university cultural events involving over 200 attendees; coordinated logistics, managed time-sensitive tasks, and ensured smooth communication between teams.
- Language Club Member Active member of English Language Clubs; improved communication skills and cultural awareness at American embassy center.
- Customer Service Experience Worked part-time as a barista – developed skills in handling difficult customers, multitasking, and delivering great service under pressure.
Accomplishments
- Won first prize in a dance competition
Timeline
Senior Teller
Joint Development Bank
09.2022 - 11.2024
Assistant Relationship Manager
Banque Franco Lao
06.2020 - 07.2022
Receptionist Administrator
Banque Franco Lao
03.2019 - 05.2020
Cashier
Major Cineplex
11.2017 - 01.2019
Beauty Advisor
Vientiane center mall
04.2017 - 10.2017
Restaurant Waiter
Soukvimane Restaurant
06.2016 - 02.2017
BBA - Banking And Finance
Banking Institute
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