Chontida Boonlumpun

- Managing the Contact Service Center day to day operation in multiple languages. (Thai, English, Mandarin).

- Setup the standard of Contact Service Center, Service Level Agreement(SLA) and cases management system.

- Recruited new talent member for my team to ensure successful completion of the project.

- Part of the team that implemented the Salesforce software for the Contact Service Center.

- Managing the relationship with outside vendors (Telephony System, CRM System)

- Improved the Customer Journey Experience ensuring that the Service Level Agreement (SLA) is maintained to the best level possible.

- Build a cross-functional team of individuals throughout the organization who are passionate about patient care and the overall customer experience.

- Budgeting and cost planning

- Managing the Club’s day-to-day operation & leading a multicultural team (Chinese, Malaysia, Thai, Japanese) of 30+ employees.

- Overseeing customer experience and reservations for a growing portfolio of points-based timeshare owners valued at more than USD 192 million and producing more than 50,000 room nights per year.

- Provide a high level of customer service for Club Points Owners through the Club Services centre, website and various communication channels.

- Ongoing training and monitoring of Club Services staff to ensure high customer satisfaction levels.

- Ensure Club Owners Points and other reservations are handled in a timely, courteous and efficient manner.

- Handle all customer concerns or complaint to a satisfactory resolution.

- Establish & maintain an excellent working relationship with Exchange companies, alliance partners, Anantara Resorts and other MINOR departments within the group.

- Identify means and opportunities to deliver better service level to Club Owners.

- Encourage use of Club resorts to achieve a high occupancy and maximum use of space.

- Communicate with Club Owners as soon as they close through welcome emails and welcome pack and ongoing regular updates and communication.

- Develop and produce weekly, monthly and year to date reports on Club Services.

- Monitored guest requests and resolved all complaints received to maintain customer satisfaction.

- Work collaboratively with all members of the operations team and other hotel departments to ensure guest expectations are always exceeded and hotel operations are always effectively executed.

- Developed and managed all guest rooming procedures.

- Ensured compliance to all hotel cashier and credit policies.

- Ensured optimal levels of customer satisfaction and communicated with guest on same.

- Hired and interviewed various personnel for guest services staff.

- Administered occupancy status for all rooms.

- In-charge of Front Office operation during FOM absence.

- In-charge for the GHA (Global Hotel Alliance) Champion program.