Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kimhong Lak

Keysborough,Victoria

Summary

Detail-focused, organizational skills, and professional graduate with various and strong administrative, analytical, communication, and customer service skills. Quickly adapt to change, well-organized, well-presented, possessing a Bachelor of Law and a Master of Business Analytics along with experiences in data manipulation, statistic analysis, data visualization, story mapping, structure database management, and analytical software tools including Microsoft Excel, Word, Outlook, PowerPoint, SQL language, Power BI, Python and Microsoft team.

Overview

8
8
years of professional experience

Work History

Membership Support

AIA Australia Health
03.2023 - Current
  • Using Confluence to create and document Vitality Remediation Report processes leading to 98% of new members having accessed to Vitality's benefits.
  • Documenting email bounce back process between 200 to 500 failed communication, and raising issues with IT to generate automation process to minimize bounce back bringing 70% successfully.
  • Creating Microsoft Excel template to generate Premium Receipts for members reducing 80% of time consumption.
  • Providing assistance and participating in Customer Experience Efficiency project transforming manual processes to automation by introducing self services.
  • Enhancing Hambs system with e5 to generate quick responses to members and determine SLAs to handle workloads.
  • Applying filters, rules, and categories to handle internal requests and emails within Microsoft Outlook increasing quick responses to urgent requests 95%. All new requests coming in seem to get response between 2 - 4 hours.
  • Achieving 99% of quality assurance in term of outbound call and emails.
  • Gathering and collecting information from various stakeholders across functional team.
  • Developing strong knowledge of product trends, analyze lifetime health cover, rebate, clearance certificate, policy change, retention, and termination.
  • Analyze customer feedback to ensure continuous improvement in customer experience
  • Extract, load, and transform customer health data into Hambs system, Microsoft excel and access

Team Member

Woolworths Supermarket
01.2019 - 01.2023
  • Greeting customers and provide excellent customer service by answering their questions and assisting them in finding products.
  • Keeping track of inventory levels and notify line manager when inventory levels are low.
  • Developing insights from customer feedback to identify key areas for improvement in customer experience.
  • Training and providing support, and supervision for new team members.
  • Analyzing stock on hand reporting and recommending stock transfers and consolidations.
  • Maintaining time management during different shifts.

Data Analyst Intern

Deakin University
01.2021 - 01.2022
  • Creating data modelling & visualization tools using SQL, Python, Tableau and Power Bi.
  • Managing data flows, integrity, and solutions for marketing.
  • Performing statistical analysis of data, visualize, and interpret results to identify trends and patterns.
  • Researching and assisting with development of predictive model to forecast business outcome.
  • Working in data analysis, modelling, machine learning and optimization techniques.
  • Summary findings, provide insights and give recommendations by creating reports and presentations using Microsoft word, PowerPoint, Outlook, and Zoom meeting.

Legal Credit Officer

ABA Bank
01.2016 - 11.2018
  • Proofread property title, legal documents, and agreements for clients, department manager and court
  • Reviewed and verified income, credit reports and employment histories for each borrower.
  • Wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations.
  • Conducted in-depth industry research to identify potential risks or opportunities within specific sectors, informing credit portfolio management decisions.
  • Managed account data and verified information with clients, past creditors and other involved parties.
  • Prepared reports of findings and recommendations.

Education

Master of Business Analytics - Business Analyst

Deakin University
Burwood
02.2022

Bachelor of Law - Civil Law

Royal University of Law And Economic
Phnom Penh
01.2016

Skills

  • Customer Service - active listening, effective communication, problem-solving, organization, conflict solution and empathy, think laterally and critically, proactive approach
  • Business Analyst - story mapping, Agile, Jira, Confluence, Software Development Life Cycle
  • Data manipulation - data consolidation, data pre-processing, datatype transformation, data validation, data distribution, conditional and formatting, data warehouse, ETL, power query, power pivot, DAX, and basis Python
  • Statistical analysis - descriptive analysis, diagnostic analysis, prescriptive analysis, predictive analysis, hypothesis testing, and regression analysis using tables and distribution graphs

Languages

English
Full Professional
Cambodian
Native or Bilingual

Timeline

Membership Support

AIA Australia Health
03.2023 - Current

Data Analyst Intern

Deakin University
01.2021 - 01.2022

Team Member

Woolworths Supermarket
01.2019 - 01.2023

Legal Credit Officer

ABA Bank
01.2016 - 11.2018

Master of Business Analytics - Business Analyst

Deakin University

Bachelor of Law - Civil Law

Royal University of Law And Economic

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Kimhong Lak