Experience

MBK Public Company Limited

• Thailand
• Real Estate
• 1 - 100 Employee

• General Manager

  • 2015 - Present

  2017 Manager, Customer Service and Call Center2020 Vice President and General Manager, MBK Contact Center Co., Ltd. Responsible for driving and leading Call Center system of MBK Group and teams agent to deliver effective results. Also in charge of monitoring and driving a range of KPIs within a fast paced.Duties ;- Developed the Call Center MBK GROUP project covering all business groups such as shopping center business group, golf course business group, real estate group, food business group, motorcycle leasing business, etc. - Successfully request a 4-digit number with NBTC for the shopping center business group “1285”- Successfully established MBK Contact Center to supervise Call Center project and design help desk programs management for 35 call center staffs.- Started the PDPA project of personal information protection law and handle of editing information through the Call Center - Developed the interactive Directory “ I Directory “ ( Conference /Face Time ) unman project of the shopping center group, replacing 4 customer information counter- Develop a CRM of Service center parts, develop a call center support system for 5 business groups- Putting a working SLA between business groups to give customers the most benefits and set KPI, the satisfaction of using the service after the end of the team chat is not lower than 90% for obtain high levels of performance in quality, average handle time, first call resolution, compliance to schedule, attendance, efficiency and attrition.- Motivate the team to work over and over To get results according to the KPI assigned.- Ensure optimal levels of customer service standards and provide support to various stores- Coordinate with various department and resolve complex service problems



Central Pattana (CPN)

• Thailand
• Real Estate
• 500 - 600 Employee

• Customer Service SUPERVISOR, CentralWorld shopping plaza branch

  • 2007 - 2015

  Responsible for effectively monitoring 25 staffs performance and ensuring that all Customer Service representatives are fully prepared for the working day.Duties ;- Plan and manage annual budget and controlled the disbursements of Customer Service Department- Directly supervise and coordinate for the activities of all customer service employees.- Oversee customer service procedures and identify for improvement- Train customer service staffs for operating procedures.- Write up accurate records of discussions or correspondence with customers.- Provide feedback to management concerning possible problems or areas of improvement- Handle face to face customers enquiries and resolve escalate customer complaints of disputes- Complete all necessary paperwork (Incident report, monthly report, VOC analyze report, yearly report, etc.)