Experience

Power Buy Thailand

• Thailand
• Retail
• 1 - 100 Employee

• AVP - Head of Customer Operations

  • Apr 2021 - Present



Hisense International Co., Ltd

• China
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Head of Customer Service

  • Apr 2019 - Mar 2021



Samsung Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Customer Service Manager

  • Oct 2013 - Apr 2019

  - Initiate new projects innovation to support and drive each business units to achieve as goals. - Set up and revise service operation process to efficient service with cost reduction. - Drives innovation (process improvement and projects) to improve group's service capabilities and operational efficiencies. - Analyze Samsung customer satisfaction index for set up improvement programs. - Follow up improvement plan and re-analyze result by weekly for ensure it had efficient. - To set up service network strategic plan and network explanation. - Investigate and audit warranty claim to prevent abnormal cases. - Work with service center partner to analyze weak point and set up improvement plan and driven to achieve KPI. - Summarize monthly reports on performance as requested by the management. - Collaborates with internal teams regarding business development strategies. - Training and Coaching for Customer Service team to ensure that customer satisfaction is improved continuously. - Implement full cycle of Training program from training need analysis - Conducting training course both in house and public training including implementing training evaluation. - To handling complaint and complicate customer cases from all complaint channel. - Service center KPI evaluation and set up improvement plan together with service center partners. - Manage yearly budget to motivate service center partners. Show less



Ace Ina Overseas Insurance Company Ltd

• Bermuda
• Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Oct 2012 - Oct 2013

  - Analyze and coordinate with the manager and supervisor on achieving the efficient work practices, processes and procedures and quality standards for the call center. - Forecast calls volume, call list and do workforce for resource planning to achieve Contact center KPI target. - Provide statistical information to support the development of the new processes to the supervisors and manager. - Support management reporting for the call center as required. - Build standard operating procedure (SOP) and ensure the workflow of inbound call center runs smoothly and efficiently. - Develop training roadmap and training competency for both new staff and re-current training - Setup complaint center and able to provide resolutions to the complicate cases. - Liaison with the customer service manager to help develop action plans and implement tactical steps necessary Show less



Kiatnakin Bank

• Thailand
• Financial Services
• 200 - 300 Employee

• Content & Training Manager

  • May 2011 - Oct 2012

  -­ Build standard operating procedure (SOP) and monitoring inbound call center workflow performance. -­ Provide statistical information to support the development of the new processes to the supervisors and manager. ­- Forecast calls volume, call list and do workforce. ­- Setups call center and manage staff’s skill to support calls inbound and outbound. ­- Manage and motivate team with efficiency programs, coaching and monitoring. ­- To do training roadmap, training plan and manage schedule. ­- Training products knowledge in banking and financial information. ­- Training soft skills for service center and service branch staffs. ­- Analysis weakness for setup efficiency plans to improve and follows up plan. ­- To updated new knowledge in system and shared to Kiatnakin Bank’s branch. ­- Developed and improved Knowledge management system. ­- Conduct activity with team building for customer service department (internal activities, award program and outing). -­ Set up quality assurance program for contact center and branch. Show less



Hutchison Telecoms

• Telecommunications
• 100 - 200 Employee

• Assistant Training Development Manager

  • Jun 2005 - May 2011

  ­- To training technical skill (mobile internet, device function, network knowledge and VAS). - To training products knowledge, promotion and telesales skilling for agents. - Training technical up sell and cross sell (Tele-sale). - To manage team work, motivation team and monitoring quality calls. - To do training plan and manage training schedule. - Support cases customer complaint (via email and phone). - To handle VIP, technical, serious and complicated complaint in cases technical, Internet, Mobile Phone, Network and VAS. - To maintain as well as to create good attitudes and company’s images. - To report the complaint statistics a Technical (Business Product) issues to Top Management. - To co-ordination between internal and external company about complaint cases. Show less



dtac

• Thailand
• Telecommunications
• 700 & Above Employee

• Customer Care Supervisor

  • Oct 1999 - May 2005

  - Coached new contact center staffs in mobile functional and technology. ­- Personal advice for premium customers in handset function, mobile broadband and billing information. ­- To handle complicate and complaint cases and follow up customer to ensure no repeat complaint. ­- Gave information to customer and handle customer cases. - Coached new contact center staffs in mobile functional and technology. ­- Personal advice for premium customers in handset function, mobile broadband and billing information. ­- To handle complicate and complaint cases and follow up customer to ensure no repeat complaint. ­- Gave information to customer and handle customer cases.