Samitti Salam

Customer Service Manager with 8+ years of experience in customer experience, operations management, and service optimization across fast-paced industries. Proven track record in leading 24/7 customer support operations, improving service quality, and driving cross-functional collaboration. Skilled in managing high-volume service environments and enhancing customer satisfaction through data-driven strategies and continuous improvement initiatives.

Customer Service Manager at Spark EV Co.,Ltd. (2024-01 – Present)

• Lead end-to-end customer experience operations for a nationwide EV charging network covering 250+ stations.
• Manage 24/7 customer support operations across both in-house and outsourced teams.
• Supervise and develop a Customer Service Team, including performance monitoring, coaching, and skill development.
• Analyze customer service performance (e.g., response time, service quality) and implement process improvements to enhance operational efficiency.
• Act as the key coordination point between customer service, technical teams, vendors, and external partners to resolve complex issues.
• Develop and execute customer communication strategies, including service updates and incident/outage communications.
• Identify recurring issues and drive preventive solutions to reduce repeat cases and improve overall customer experience.

Customer Service Supervisor at Krungsri Auto - Bank of Ayudhya (2022-01 – 2024-12)

• Led and coached a customer service team handling international customers.
• Provided real-time support and guidance to agents for complex cases.
• Monitored service quality and ensured high standards in customer interactions.
• Analyzed customer feedback and survey results to identify improvement areas.
• Coordinated with internal teams to resolve system and service-related issues.
• Delivered performance feedback and continuous improvement plans for team members.

Social Media Advisor -Customer Experience Group at Agoda Services Pte., Limited (2019-01 – 2022-12)

• Managed customer interactions across social media platforms in both Thai and English.
• Handled sensitive and high-impact cases involving influencers, media, and public complaints.
• Investigated and resolved complex customer issues across multiple global platforms.
• Provided insights and feedback to internal teams to prevent recurring issues.
• Maintained brand reputation through effective issue resolution and communication.

Customer Service Agent -Customer Experience Group at Agoda Services Pte., Limited (2018-01 – 2019-12)

• Supported customers via inbound calls and email in both Thai and English.
• Coordinated with global partners to resolve customer issues efficiently.
• Delivered high-quality customer support in a fast-paced environment.

Customer Service Agent at DHL Express International (Thailand) Limited (2014-01 – 2015-12)

• Assisted customers with shipment booking, tracking, and inquiries.
• Provided guidance on international shipping processes and requirements.
• Coordinated with internal and external stakeholders to ensure smooth operations.

Bachelor Degree of Business Administration in Business Administration – Rajamangala University of Technology Thanyaburi