Jeerapat Ekbua

Results-driven Operations Supervisor with experience leading APAC regional airfreight customer operations within international logistics environments. Proven track record in scaling teams, improving operational productivity, enhancing service quality, and driving workflow optimization initiatives. Experienced in leading cross-functional teams, coordinating with overseas stakeholders, and delivering measurable business impact through operational excellence and process improvement.

Regional Airfreight Customer Service Supervisor - APAC at Lufthansa Services Thailand (Present)

Leading 3 operational teams supporting APAC regional airfreight operations across customer service, quotation management, shipment tracking, and operational monitoring functions while coordinating with overseas teams across multiple countries.

• Expanded management scope from 1 to 3 operational teams within 2 years, leading Customer Service, Ad-hoc & Quotation, and Customer Care Tracking & Monitoring functions to support rapid business growth
• Successfully scaled team size from 5 to 17 members within 2 years while maintaining operational stability, service quality, and SLA performance
• Increased operational productivity by 19% through process optimization initiatives, reducing Average Handling Time (AHT) from 162,485 to 136,459 minutes and optimizing workforce utilization equivalent to 3 FTEs
• Transformed operational quality performance from 75% to 96.5% within 6 months through structured coaching, performance monitoring, and process improvement initiatives
• Successfully onboarded new customer accounts generating estimated margins of USD 10,000 in Q1 2026
• Led test shipment implementation with potential customers from initial setup through successful go-live stage, supporting customer acquisition and business expansion
• Developed and coached more than 15 fresh graduates to become fully operational staff capable of independently handling daily operations and successfully passing probation
• Served as advisor for in-house Power Automate projects to support workflow automation, reduce manual tasks, and improve operational efficiency
• Managed manpower planning and staff roster allocation to ensure sufficient operational coverage and consistent SLA achievement
• Performed Internal Auditor responsibilities to ensure operational compliance, process accuracy, and adherence to internal standards and procedures
• Designed and implemented workflow structures and transaction processes to strengthen operational standardization, accuracy, and service reliability.

Customer Service Specialist at Lufthansa Services Thailand (2024-05 – 2025-07)

• Managed regional airfreight customer operations and shipment coordination across APAC markets
• Resolved operational escalations and ensured smooth shipment execution through proactive issue management
• Collaborated with sales teams to provide operational solutions, quotations, and accurate order handling
• Supported process optimization, quality monitoring, and operational improvement initiatives
• Trained and supported onboarding activities for new staff members

Customer Service Agent at Lufthansa Services Thailand (2023-03 – 2024-05)

• Coordinated airfreight bookings and secured flight capacity with airlines and business partners
• Supported pricing, quotation handling, and shipment order management for scheduled and ad-hoc shipments
• Coordinated with customers, airlines, and overseas partners to ensure smooth shipment execution

Quality Monitoring – Service Desk at Lufthansa Services Thailand (2022-07 – 2023-03)

• Monitored shipment progress and customer handling quality across regional airfreight operations
• Coordinated with operational stakeholders and ground handling teams to resolve shipment irregularities
• Supported operational issue investigation and service recovery activities.

Load Control Agent / Ramp Operations at Pattaya Aviation Company (2022-04 – 2022-07)

• Prepared aircraft load plans in compliance with weight and balance regulations and airline operational standards
• Coordinated with ramp operations and ground handling teams to support safe and on-time flight departures
• Supervised loading activities for passengers, baggage, and cargo within assigned operational areas

Bachelor of Science in Air Traffic Control – St’ Theresa International College (2018 – 2022)