Chanadda Intachai
Customer Relationship Manager
Chon Buri
Summary
Results-driven professional prepared for role in service management. Extensive experience in optimizing customer service operations and improving client relations. Known for strong team collaboration and adaptability to changing needs. Proficient in service improvement strategies and conflict resolution.
Energetic and detail-oriented professional with customer-centric service and problem-solving. Knowledgeable about client relationship management and adept at utilizing software tools to enhance service delivery. Committed to driving positive customer experiences and achieving operational efficiency.
Overview
12
12
years of professional experience
Work History
Guest Services Specialist & Concierge
Resorts World Sentosa
01.2023 - 01.2025
- Professional assistance to guests in various tasks
- Travel arrangement i.e
- Flights, trips, transportations, limousine, valet etc
- Knowledgeable about surrounding areas, attractions, island wide, dinning, shopping, attraction ticket seller
- Maintain excellent relationship with all parties
- Luggage assistance for arrival and departure
- Perform check in/out and handle VIP/KOL etc
- Handle Lost & Found / Courier / Email and property brochures
- Ensure company standards / SOP / LQA / E-Learnings etc
- Are met and up to date at all time
- Handle ad-hoc tasks assigned by superior on daily basis
Customer Relationship Manager (CRM)
Bangkok Flight Services
02.2017 - 06.2020
- Sale Representative and Contract Negotiator for Ground Handling Services - Passenger Service, Cargo and Ramp Operations with customer's HDQ
- Created customer support strategies to increase customer retention.
- Made customers aware of current and new programs and services.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Managed a team of customer service representatives, providing coaching and guidance for improved performance.
- Collaborated with marketing teams to create targeted campaigns aimed at increasing brand awareness among existing customers.
- Liaised between customers and organization with particular focus on working with sales department.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Streamlined communication between departments for better understanding of customer needs and quicker problem resolution.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Acted as a liaison between customers and internal teams such as product development, engineering, and quality assurance departments, resulting in improved collaboration and streamlined issue resolution.
- Conducted regular meetings with sales teams to discuss insights on customer behavior trends, contributing to increased sales figures.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Completed opening and closing functions to meet operational needs.
- Assisted finance department in managing outstanding invoices from delinquent accounts, thereby reducing collection periods and improving cash flow management.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
Passenger Service Duty Manager (DM)
Bangkok Flight Services
09.2012 - 01.2017
- Manage overall performance for Passenger Service related issues/incidents on daily basis
- Handling passenger's complain correspondence relevant to passenger service issues
- Manage shift-work schedules for 80 staffs under control
- Ensure staff's well grooming for company reputation during work hours
- Being Train the Trainer for Check-In system (Altea/Amadeus) when necessary
- Coaching and training new joiners for the important regulation and procedures
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
- Ensured compliance with all company policies, local regulations, and industry standards related to airport operations.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Bachelor Of Arts - English Language and Literature
Huachiew Chalermprakiet University
01.2001 - 1 2004
Skills
Emotional Maturity
Relationship Management
Leadership & People skill
Contract Management skill
Customer Service/Sales support
Workflow management
Strong work ethic
Excellent communication
Multitasking and organization
Teamwork and collaboration
Adaptability and flexibility
Problem-solving abilities
Multitasking Abilities
Computer literacy
Self motivation
Organizational skills
Accomplishments
- Leadership Development Program (2019)
- People Management Training (2015)
- Managing Interpersonal Relationships Training (2015)
- Train the Trainer (2014)
- Assertive Skill Training (2015)
- Supervisor Skill Training (2009)
- Dealing With Aggressions (KLM, The Netherlands - 2010)
- Altea DCS Train The Trainer (Qatar Airways, The State of Qatar - 2012)
- Safety Officer in Management Level Training (2013)
- ISAGO and Safety Committee (2014-2020)
Personal Information
Willing To Relocate: True
Timeline
Guest Services Specialist & Concierge
Resorts World Sentosa
01.2023 - 01.2025
Customer Relationship Manager (CRM)
Bangkok Flight Services
02.2017 - 06.2020
Passenger Service Duty Manager (DM)
Bangkok Flight Services
09.2012 - 01.2017
Bachelor Of Arts - English Language and Literature
Huachiew Chalermprakiet University
01.2001 - 1 2004
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