Gabriel Prakopbun
Bangkok
Summary
Enthusiastic and dedicated individual with a strong work ethic and a passion for learning. Skilled in communication, problem-solving, adaptability, and eager to contribute to a collaborative team environment. Highly motivated to achieve goals and take on new challenges with a positive attitude and a commitment to excellence.
Overview
2
2
years of professional experience
Work History
Team Captain
Agoda
09.2023 - Current
- Provide real-time assistance to agents globally through live chat by offering case consultation, decision-making approvals, escalation calls, document validation, and manual adjustments. Also to ensure compliance with procedures and quick, accurate responses to agents' inquiries.
- Handle necessary escalation requests, provide feedback on tool issues, adhere to escalation guidelines, and contribute to process improvement by collecting and sending agent feedback to relevant teams.
- Collaborate with stakeholders to manage global traffic, achieve SLA targets, and participate in focus group discussions, providing feedback and opinions on assigned projects.
Specialize Support Team (Level 2)
Agoda
05.2023 - 09.2023
- Manage internal escalation cases related to booking rejections.
- Provide support agents, customers, and partners worldwide, regardless of language or location.
- Handle customer complaints, find the best solutions, and ensure a positive customer experience.
Customer Experience Specialist
Agoda
10.2022 - 04.2023
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Recipient of the ESSEA Reward & Recognition for exemplary performance: "You are doing it right!".
Education
Bachelor of Arts -
FH JOANNEUM of Applied Sciences
Graz, Austria 04.2001 -
BBA - International Program
Prince of Songkla University
Phuket, Thailand 04.2001 -
Skills
- Prioritization & time management
- Analytical ability & problem-solving
- Flexibility, agility, adaptability
- Individual competition
- Ongoing self-improvements
- Communication & teamwork
- Multitasking & attention to details
- Emotional intelligence and positive attitude
- Proficient in Words, Excel & PPT
Languages
Thai
Native language
English
Advanced
C1
Timeline
Team Captain
Agoda
09.2023 - Current
Specialize Support Team (Level 2)
Agoda
05.2023 - 09.2023
Customer Experience Specialist
Agoda
10.2022 - 04.2023
Bachelor of Arts -
FH JOANNEUM of Applied Sciences
04.2001 -
BBA - International Program
Prince of Songkla University
04.2001 -
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