Ajjima Nayasoonthornkul
88/761 Prodigy Bangkae
Summary
Customer Service Team Leader with over 7 years of experience in the customer service field, managing multicultural teams in dynamic environments. Achieved consistently high CSAT scores through exceptional service delivery and effective team performance management. Expertise in problem-solving and multilingual communication, enhancing customer engagement across diverse markets. Committed to fostering open communication and inclusiveness to build trust and drive team success.
Overview
11
11
years of professional experience
Work History
Customer Service Team Leader – (SEA)
Maersk E-commerce
Bangkok
05.2022 - 06.2025
- Led and coached team of nine customer service agents across Southeast Asia, ensuring exceptional service delivery via email, chat, and phone.
- Monitored daily operations, KPIs, and SLAs to meet performance targets, including First Response Time, Resolution Time, and CSAT.
- Conducted regular 1:1 coaching sessions, performance reviews, and training workshops to enhance team capabilities.
- Represent the organization in local client and partner communications, entrusted as key liaison in Thailand for expat management team.
- Analyzed customer behavior and market trends to provide insights that inform service enhancements and product development strategies.
- Acted as main escalation point for complex customer cases, ensuring timely resolution per company policies.
- Collaborated with logistics, operations, marketing, and IT teams to resolve service issues and improve workflows.
- Managed recruitment and onboarding processes for new hires, developing structured training plans for engagement.
- Maintained accurate reporting on team performance and operational outcomes through weekly and monthly reports. Oversaw team rosters, shift allocations, and resource planning to ensure operational efficiency.
- Oversaw team rosters, shift allocations, and resource planning to ensure operational efficiency.
- Conducted performance reviews and client evaluations to support continuous improvement initiatives.
Customer Service and Relations
Evolution Wellness
Bangkok
08.2021 - 11.2021
- Delivered high-quality support to Fitness First members through phone, email, live chat, and in person interactions.
- Handled inquiries, complaints, and membership transactions with professionalism and empathy.
- Collaborated with cross-functional teams to resolve issues and enhance member experience.
- Maintained accurate customer records in CRM systems, ensuring compliance with data privacy regulations.
- Promoted wellness programs to support retention initiatives and address service gaps.
- Achieved recognition for excellent service and consistently high member satisfaction scores.
Customer Service Specialist
Booking.com
Bangkok
10.2018 - 04.2020
- Delivered accurate assistance via phone, email, and chat for booking inquiries and travel issues.
- Demonstrated comprehensive knowledge of platform policies to provide tailored recommendations.
- Resolved complex cases through critical thinking and cross-functional collaboration.
- Maintained a customer satisfaction score above 90% while supporting a global client base.
- Utilized CRM systems to document cases, track resolutions, and ensure service accuracy.
- Managed high volumes of daily customer interactions while meeting key performance indicators.
- Provided multilingual support in English and Thai to enhance communication with international customers.
Front of House
Thai Alley Restaurant
Melbourne
05.2017 - 12.2017
- Managed front desk operations by managing calls, greeting guests, and handling reservations.
- Coordinated table bookings and arranged setups to ensure readiness for guest arrivals.
- Delivered exceptional service that significantly boosted customer satisfaction levels.
- Assisted and Resolved customer concerns quickly and professionally to maintain a positive experience.
Sales Assistant (Work and Travel)
Deep Splash Inc
Texas
03.2014 - 08.2014
- Delivered customer support and product sales in a seasonal retail environment.
- Gained valuable international and multicultural work experience.
Education
Business English -
Fusion Institute
Melbourne, AU11.2017
Bachelor of Arts - German And English Language And Literature
Silpakorn University
Nakhon Pathom, TH03.2017
Skills
- Customer satisfaction focus
- Multicultural experience
- Customer engagement
- Multilingual support
- Multitasking
- Communication skills
- Problem solving and decision making
- Meeting coordination
- Team leadership
- Cross-functional collaboration
- Performance management
- Operational efficiency
- New store setups
- Store reset and recovery
- Project coordination
Languages
- Thai, Native
- English, Advanced. CEFR: Business English (C1)
Affiliations
E-commerce Reference
- Projects: Skechers, Puma, Speedo, Chow Sang Sang, Avon, Ellesse, LFC, Cook Serve Enjoy Asia, and Rituals Hong Kong
- Platforms: Shopee (SEA), Lazada (SEA), TikTok Shop, Facebook, Instagram, and Brand Official Website
- Technical Skills: Microsoft Office (PowerPoint, Excel, Word, Planner, Power BI, Teams, Outlook), Spreadsheets, Zendesk, Salesforce, Jira, and Infobip
Timeline
Customer Service Team Leader – (SEA)
Maersk E-commerce
05.2022 - 06.2025
Customer Service and Relations
Evolution Wellness
08.2021 - 11.2021
Customer Service Specialist
Booking.com
10.2018 - 04.2020
Front of House
Thai Alley Restaurant
05.2017 - 12.2017
Sales Assistant (Work and Travel)
Deep Splash Inc
03.2014 - 08.2014
Business English -
Fusion Institute
Bachelor of Arts - German And English Language And Literature
Silpakorn University
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