Customer Experience Manager at New Cargo Transportation Co.,Ltd (2024-01 – Present)
- Lead customer experience initiatives to improve customer satisfaction, retention, and overall service quality.
- Monitor and manage Service Level Agreements (SLA), ensuring timely responses and resolution.
- Analyze customer data and business performance through daily, weekly, and monthly reports, including MoM analysis and customer behavior insights.
- Identify and acquire new B2B customers through market research, Key Account Management (KAM), and data-driven prospecting.
- Develop and execute customer engagement programs, promotional campaigns, and communication strategies via LINE Official Account (LINE OA).
- Collaborate with warehouse, operations, sales, and overseas stakeholders in China to optimize service processes and enhance customer experience.
- Prepare executive reports and business performance dashboards to support strategic decision-making.
- Drive process improvement initiatives by identifying operational gaps and implementing solutions to enhance efficiency and customer satisfaction.
- Manage customer escalations and maintain strong relationships with key accounts to support long-term business growth.
- Support cross-functional projects and business initiatives assigned by management.
Operation Team Leader at CONCENTRIX SERVICES THAILAND (TIKTOK E-COMMERCE) (2023-01 – 2024-12)
- Lead and coach a team of Customer Service Associates to achieve operational KPIs, ensuring high-quality customer support for TikTok E-Commerce.
- Manage daily operations, workforce allocation, and SLA performance while maintaining customer satisfaction and service quality.
- Monitor team performance through KPI analysis, quality reviews, and performance dashboards, providing regular coaching and development plans.
- Collaborate with cross-functional stakeholders to resolve escalated customer issues and improve operational processes.
- Conduct root cause analysis to identify recurring customer pain points and implemented process improvements to enhance operational efficiency.
- Deliver daily, weekly, and monthly business reports, providing performance insights and recommendations to management.
- Facilitat team meetings, knowledge-sharing sessions, and onboarding programs to improve team capability and engagement.
- Support business initiatives, policy updates, and operational projects to ensure smooth implementation and consistent service delivery.
Customer Service Manager and Key Account Manager at QUANTIUM SOLUTIONS (THAILAND) CO., LTD. (2020-01 – 2023-12)
- Lead and coach Customer Service teams to deliver exceptional customer experiences while ensuring SLA compliance and service quality standards.
- Monitor team performance through KPI tracking, quality assurance, productivity analysis, and customer satisfaction metrics.
- Prepare and present daily, weekly, and monthly operational reports, providing performance insights and recommendations to management and clients.
- Conduct performance evaluations, identify development opportunities, and implement coaching plans to improve team effectiveness.
- Manage complex customer escalations and resolve complaints to maintain high customer satisfaction and service recovery standards.
- Collaborate with headquarters to align CRM strategies, customer satisfaction initiatives, and operational objectives.
- Develop and maintain strong relationships with key accounts to support customer retention and long-term business growth.
- Analyze customer needs and recommend tailored solutions that support client objectives and maximize customer value.
- Coordinate communication between key customers and internal stakeholders to ensure seamless service delivery.
- Drive business development opportunities by identifying account expansion potential and supporting revenue growth initiatives.
- Implement process improvement initiatives to enhance operational efficiency, KPI performance, SLA achievement, and overall customer experience.
- Utilize CRM systems and customer data analytics to monitor account performance, track service trends, and support data-driven decision-making.
Customer Support Specialist at GARMIN (THAILAND) LTD. (2019-01 – 2020-12)
- Provide technical support and product consultation to customers, ensuring timely resolution of product, warranty, and service-related inquiries.
- Deliver remote troubleshooting support to distributors and business partners to minimize service downtime and improve operational efficiency.
- Monitor and review KPI performance, service quality metrics, and customer feedback to ensure service excellence and continuous improvement.
- Conduct service audits and identify opportunities to enhance operational processes and customer experience.
- Coordinate closely with the RMA (Return Material Authorization) team to manage repair processes and provide accurate service updates to customers.
- Collaborate with cross-functional teams to ensure seamless service delivery and effective issue resolution.
- Maintain high levels of customer satisfaction by delivering professional, customer-centric support and exceeding service expectations.
- Develop in-depth expertise in Garmin products, services, and warranty policies to provide accurate guidance and technical recommendations.
Customer Service User Support at LINEMAN WONGNAI (2017-01 – 2019-12)
Customer Service Representative
- Manage customer inquiries, feedback, and complaints across multiple communication channels, ensuring timely and effective resolution in accordance with established service standards.
- Handle customer cases while achieving Service Level Agreements (SLA) and Key Performance Indicators (KPIs) to deliver an exceptional customer experience.
- Provide accurate, professional, and customer-centric support through phone, email, live chat, and social media channels.
- Investigate customer concerns, identify root causes, and collaborate with cross-functional teams to ensure effective issue resolution.
- Monitor case progress and follow up proactively with customers to provide updates and ensure complete resolution.
- Maintain high levels of customer satisfaction by delivering timely, empathetic, and solution-oriented support.
- Document customer interactions accurately in CRM systems to ensure data integrity and support continuous service improvement.
- Contribute to process improvement initiatives by identifying recurring customer issues and recommending operational enhancements.
Logistics Coordinator / Import Operations at HYUNDAI MERCHANT MARINE (THAILAND) CO., LTD. (2015-01 – 2017-12)
Inbound Documentation
- Review import documentation to verify cargo details and ensure compliance with customs regulations, tariff classifications, and shipping requirements.
- Classify imported goods using tariff coding systems to determine applicable duties, fees, and customs procedures.
- Prepare and issue Delivery Orders (D/O) while ensuring the accuracy and completeness of shipping documentation.
- Coordinate with shipping lines, freight forwarders, cargo agents, customs brokers, and transportation providers to facilitate smooth import and delivery operations.
- Liaise with vendors, claims departments, and logistics partners to resolve shipment discrepancies, damage claims, and transportation issues.
- Prepare Bills of Lading (B/L), invoices, import/export documentation, and other shipping documents in compliance with regulatory requirements.
- Maintain accurate shipment records and update logistics information in internal systems to support operational visibility and reporting.
- Monitor cargo movements and shipment status, providing timely updates to customers and internal stakeholders.
- Arrange cargo delivery schedules and coordinate with consignees to ensure on-time and efficient delivery.
- Resolve operational issues by collaborating with cross-functional teams to minimize shipment delays and improve customer satisfaction.
- Support customs clearance processes by coordinating with customs brokers and ensuring all required documentation is complete and accurate.
- Drive continuous process improvements to enhance logistics operations, service quality, and operational efficiency.
