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
Bangkok, Thailand
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
Bangkok, Thailand
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
Bangkok, Thailand
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 -