KITTISAK YOCHANANG
Bangkok,Wattana
Summary
Dynamic customer service and account management professional with over 10 years of experience across various industries. Expertise in leading teams of 80-100 representatives, with a strong focus on hiring, coaching, and training to drive performance excellence. Skilled in OKR planning, performance management, and process improvement, consistently achieving sales targets while maintaining exceptional customer retention rates. Committed to fostering long-term business relationships and seeking remote opportunities that leverage these strengths.
Overview
12
12
years of professional experience
Work History
Operation Supervisor
Teleperformance (Thailand)
08.2023 - Current
- Develop & manage a CS direct team for 15-20 and overlook total 100 members, including coaching and motivating for target delivery.
- Oversee operational metrics for regional/global clients and ensure KPIs are met.
- Implement best practices, identify improvements, optimize team skills, and set up company events and CSR initiatives.
- Coordinate with Finance, HR, and Facilities for site operations.
Senior Executive Care Supervisor
Airasia Superapp
04.2021 - 07.2023
- Lead and manage a team of 20 representatives, overseeing hiring, coaching, and training.
- Significantly improved CSAT score by 98% within 1 year.
- Designed and implemented effective OKR framework for Food Delivery and Ride-Hailing product launches.
- Achieved remarkable growth in Food completion rate from 60% to 95% and Ride-Hailing completion rate from 40% to 70%.
Customer Success Manager
Infobip
06.2019 - 09.2020
- Managed 3-member team to identify new business opportunities with strategic accounts, surpassing sales targets by 150%.
- Oversaw the entire client satisfaction process, from gathering feedback to implementing improvements in SOPs, resulting in a remarkable 90% increase in CSAT score.
Customer Success Executive
Storehub
05.2018 - 06.2019
- Cultivated strong customer relationships to ensure product satisfaction, leading to successful upselling opportunities.
- Analyzed customer trends and product usage patterns, leveraging insights to develop an enhanced framework for process flow.
- Led the customers' onboarding process, analyzing their feedback to drive valuable insights for product development.
Customer Relationship and Support
Favstay
09.2017 - 05.2018
- Managed the end-to-end customer room reservation process, effectively improving booking volume.
- Successfully handled customer complaints while consistently achieving team targets and maintaining a 95% CSAT score.
- Conducted comprehensive reports, including profit and loss (P/L) analysis, for executive meetings.
Customer Support Specialist
Agoda
07.2015 - 07.2017
- Accountable for overseeing the customer service experience across multiple channels.
- Successfully achieved individual team goals while identifying and implementing process improvements to enhance communication with team leaders and managers.
Customer Service Representative
One to One Contacts
05.2014 - 06.2015
- Effectively received and handled customer inquiries and bookings through the Sabre System.
- Managed and reported complaint cases to the Team Leader, ensuring prompt resolution and customer satisfaction.
Education
Bachelor of arts - Human Science - Business English
Suansunandha Rajabhat University
01-2012
Skills
- Team leadership
- Training management
- Performance evaluations
- Performance improvement
- Operations management
- Employee motivation
- KPI tracking
- SOP development and optimization
Timeline
Operation Supervisor
Teleperformance (Thailand)
08.2023 - Current
Senior Executive Care Supervisor
Airasia Superapp
04.2021 - 07.2023
Customer Success Manager
Infobip
06.2019 - 09.2020
Customer Success Executive
Storehub
05.2018 - 06.2019
Customer Relationship and Support
Favstay
09.2017 - 05.2018
Customer Support Specialist
Agoda
07.2015 - 07.2017
Customer Service Representative
One to One Contacts
05.2014 - 06.2015
Bachelor of arts - Human Science - Business English
Suansunandha Rajabhat University