PANIKA SUTHAMMANON
Surat Thani,84
Summary
Proven in delivering exceptional customer service at Qatar Airways, I excel in problem-solving and cultural awareness. My expertise in airline policies and passenger assistance, combined with a knack for fostering team collaboration, has significantly enhanced customer satisfaction. Skilled in both empathetic listening and efficient airport procedures, I consistently achieve performance targets.
Overview
10
10
years of professional experience
Work History
Airline Customer Service Agent
Qatar Airways
05.2019 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
Ticketing and Reservation
Thai Vietjetair
07.2016 - 03.2019
- Managed ticketing and reservation systems, ensuring accurate bookings and seamless travel experiences for passengers.
- Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.
- Assisted in resolving ticketing issues by liaising between passengers and airlines'' central reservation systems effectively.
- Participated in ongoing training programs to further develop expertise in the field of reservations and ticketing operations.
- Maintained comprehensive knowledge of various reservation systems to efficiently book flights, accommodations, tours, and other travel-related services.
Call Center
Thai Lion Mentari Co. Ltd
12.2014 - 12.2015
- Established and oversaw performance targets for call center associates.
- Coached call center staff through challenging customer service issues.
- Streamlined call center operations by implementing effective troubleshooting techniques.
- Streamlined call center operations by implementing effective communication strategies.
- Contributed to team success, consistently achieving call center performance metrics.
- Responded to team support questions quickly to maintain call center efficiency.
Customer Service Agent
Bangkok Airways
08.2014 - 11.2014
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
Education
Bachelor of Arts - Sociology And Anthropology
Thammasat University
Bangkok, Thailand03.2014
Skills
- Customer Relations
- Cultural Awareness
- Airline Policies
- Strong empathy
- Airport Procedures
- Customer Service
- Creative Thinking
- Passenger Assistance
- Team Collaboration
- Problem-Solving
- Special Needs Assistance
- Active Listening
- Telephone reception
- Flexible Schedule
Languages
Thai
Native language
English
Advanced
C1
Timeline
Airline Customer Service Agent
Qatar Airways
05.2019 - Current
Ticketing and Reservation
Thai Vietjetair
07.2016 - 03.2019
Call Center
Thai Lion Mentari Co. Ltd
12.2014 - 12.2015
Customer Service Agent
Bangkok Airways
08.2014 - 11.2014
Bachelor of Arts - Sociology And Anthropology
Thammasat University
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