IsThat Dollar

Experienced in leading cross-functional teams, managing strategic projects, developing executive dashboards, and transforming customer insights into business improvements. Strong background in B2B customer development, stakeholder management, CRM strategy, and business operations. Passionate about leveraging AI, automation, and technology to improve operational efficiency, customer satisfaction, and sustainable business growth.

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.

Bachelor of Arts – Huaceiw Chalermprakiet University (2011-01 – 2015-12)