Angsinan Srikhongkaew

Order Management - Manager (Year Jul 2021 - Present)

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Analyze issues from our customers both buyer & seller to work closely with team for corrective & preventive solutions
• Working closely with team and BPO Management to drive operation performance to meet our standard
• Key measurements are answer rate, SLA, customer satisfaction score and etc
• Manage daily standing meeting at the beginning of agents to review performance and to give encouragement
• Ensure that all new and existing processes are adhered and easy to follow and effective

Order Management - Senior associate (Year Jun 2019 - Jul 2021)

• Defined work plans in alignment with stakeholder requirements.
• Analyze issues from our customers both buyer & seller to work closely with team for corrective & preventive solutions
• Proactively identifies opportunities for experience improvement. Works closely with Service Delivery Leaders and Quality Team to continuously review agent processes and drive continuous improvement
• Initiate and lead E2E project to improve performance by revamping SOPs, empower the agents, system enhancements or automation
• Maintained excellent attendance record, consistently arriving to work on time

Order Management - Associate (Year Feb 2015 - Jun 2019)

• Ensure order fulfillment flow and monitoring and reporting for all order processing and payments of the company
• Fraud monitoring specialist for credit cards. Flagging and cancelling fraudulent transactions and orders
• Monitor team’s performance on daily basis through all available monitoring tools
• Investigate the cases escalation of Order Management such as for Refund, Order information, Voucher & Promotion on our website, Tax invoice
• Communicate to buyer or seller to inform, update customer inquiries via phone, e-mail or ticket system
• Perform other necessary tasks as assigned, be able for job rotation within section

Customer Service Senior analyst (Year May 2012 - Feb 2015)

• Communicate to buyer or seller to inform, update customer inquiries via phone, e-mail or ticket system
• Delivered services to customer locations within specific timeframes.

• Conducted mock interviews with applicants to improve preparation for official evaluations.
• Produced informational materials and videos for client education.
• Helped qualified immigrants, giving advice on correct visa for experience, skills and country of origin.
• Reviewed applications to check accuracy, completeness and integrity of paperwork.