Kawapal Singh Dhupia
Bangkok,Thailand
Summary
Dynamic professional with expertise in Customer Experience Management and Leadership & Team Development, skilled in KPI & Performance Management and Conflict Resolution. Proven track record in Quality Monitoring & Coaching and Process Improvement, leveraging Report & Metrics Analysis to drive success. Multilingual support capabilities in Thai, English, Hindi, and Punjabi enhance communication across diverse teams. Proficient in Microsoft Office and CRM Systems, committed to optimizing processes for improved efficiency and customer satisfaction.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Customer service team leader
Concentrix
Bangkok, Thailand
04.2025 - Current
- Led a team of 25 customer service agents, with experience managing up to 50 team members during high-volume periods.
- Conduct regular coaching, one-on-ones, and team meetings to ensure clarity of goals and continuous performance improvement.
- Handle escalated customer issues and provide support to team members for complex inquiries.
- Coordinate shift planning and resource allocation to ensure full team coverage and service consistency.
- Work closely with operations, QA, and training teams to align team performance with organizational standards.
Assistant customer service team lead
Concentrix
Bangkok, Thailand
10.2022 - 03.2025
- Supported the Team Lead in supervising a mid-size team of agents, monitoring daily performance, and coaching individuals.
- Delivered feedback and support to team members based on live call monitoring and performance reviews.
- Managed task distribution and ensured adherence to schedules and workflows.
- Played a key role in preparing reports for upper management and identifying areas for operational improvement.
Subject matter expert
Concentrix
Bangkok, Thailand
10.2021 - 09.2022
- Acted as a knowledge resource for customer service agents, assisting with system navigation, policy updates, and complex cases.
- Ensured professional handling of customer interactions across voice and non-voice channels.
- Assisted team leads by providing feedback and training support for new hires.
Customer service specialist
Concentrix
Bangkok, Thailand
05.2020 - 08.2021
- Provided front-line customer support for various inquiries, including account, billing, and service issues.
- Logged cases, followed up with customers, and ensured issue resolution within service timelines.
- Maintained a positive and empathetic approach to deliver high-quality service during all interactions.
Assistant restaurant manager
Govinda Italian Restaurant
Bangkok, Thailand
06.2019 - 11.2019
- Supervised daily operations and ensured smooth coordination between kitchen and service staff.
- Managed staff scheduling, handled payroll, and maintained health and safety standards.
- Addressed customer feedback and ensured a welcoming and efficient dining experience.
Customer service specialist
GTA
Bangkok, Thailand
02.2017 - 05.2019
- Handled hotel and tour reservations via phone and online systems, ensuring complete and accurate bookings.
- Supported customers with travel planning, payment issues, and itinerary changes.
- Maintained detailed records of guest preferences and provided personalized service.
Education
Bachelor of Business Administration - International Business Management
Siam University
Bangkok, Thailand 11.2012 - 05.2016
Skills
- Customer Experience Management
- Leadership & Team Development
- KPI & Performance Management
- Conflict Resolution
- Quality Monitoring & Coaching
- Process Improvement
- Report & Metrics Analysis
- Multilingual Support (Thai, English, Hindi, Punjabi)
- Tools: Microsoft Office, CRM Systems
Languages
English
Proficient (C2)
Thai
Proficient (C2)
Hindi
Proficient (C2)
Punjabi
Proficient (C2)
Timeline
Customer service team leader
Concentrix
04.2025 - Current
Assistant customer service team lead
Concentrix
10.2022 - 03.2025
Subject matter expert
Concentrix
10.2021 - 09.2022
Customer service specialist
Concentrix
05.2020 - 08.2021
Assistant restaurant manager
Govinda Italian Restaurant
06.2019 - 11.2019
Customer service specialist
GTA
02.2017 - 05.2019
Bachelor of Business Administration - International Business Management
Siam University
11.2012 - 05.2016
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