Patumwadee Osatanon
Bangkok
Summary
Experienced team leader in customer experience with a proven ability to drive engagement, improve satisfaction, and achieve business objectives. Proficient in CRM, data analysis, project management, and digital content initiatives. Demonstrated track record of success in leveraging these skills to enhance customer experiences and drive organizational growth. Committed to delivering exceptional results through strategic planning, effective communication, and collaborative leadership.
Overview
22
22
years of professional experience
2013
2013
years of post-secondary education
1
1
Language
Work History
Team Leader Customer Experience, Digital Trade Engagement Division
Philip Morris International
03.2020 - Current
- Enhanced brand experience and customer satisfaction
- Designed customer personas and managed customer journeys
- Improved NPS by 20%, increased user rates by 15%, reduced churn by 10%
- Developed CRM and Rewards & Loyalty Program strategies
- Led digital care initiatives and managed a team
- 15% increase in active user rates and a 10% reduction in churn
- Leading to a 20% improvement in Net Promoter Score (NPS) and customer satisfaction
- Set up CRM platform from manually to CRM system
- Set up Digital Content Creator Team by in house production
Customer Relations & Online Channel Manager, Vision Care Division
Johnson & Johnson (Thailand) Limited
03.2018 - 02.2020
- Led CRM strategy, explored online channels, and delivered analytics
- Increased sales conversion by over 50%, integrated new online channels
- Led the transformation of the CRM platform, increasing sales conversion rate by over 50%
- Developed and launched the ACUVUE Membership Program, driving significant customer engagement
- Successfully integrated new online channels, resulting in a 30% increase in new customer acquisition
Marketing Manager, Retention & Customer Experience/ Value Enhancement
True Move H Company Limited
10.2013 - 02.2018
- Generated revenue through campaigns and promotions
- Increased prepaid segment revenue by 25%, reduced churn rate to 5%
- Increased prepaid segment revenue by 25% through strategic campaigns and promotions
- Reduced churn rate to 5% from 7% by implementing effective customer retention initiatives
- Developed customer journeys for various SIM profiles, enhancing customer experience and satisfaction
Customers Service Executive
BP Castrol (Thailand) Company Limited
09.2007 - 09.2013
- Managed ordering process and customer satisfaction surveys
Customers Relation Representative
Reader’s Digest (Thailand) Company Limited
04.2006 - 07.2007
- Handled customer calls and inquiries, and supported marketing strategies
Call Center Agent (AIS)
Advanced Contact Center Company Limited
07.2003 - 04.2006
- Assisted customer requests and provided mobile phone information
Education
Master of Business Administration - General Management
Srinakharinwirot University
Bachelor of Business Administration - Tourism Management
Dusit Thani College
Skills
Strategic Brand Management
Language Proficiencies
- Thai, Native speaker
- English, Proficient
Training
- Customer Service Excellence, Thailand Management Association, 10/01/10
- Customer Social Style, Siam Wilson Learning, 06/01/05
Timeline
Team Leader Customer Experience, Digital Trade Engagement Division
Philip Morris International
03.2020 - Current
Customer Relations & Online Channel Manager, Vision Care Division
Johnson & Johnson (Thailand) Limited
03.2018 - 02.2020
Marketing Manager, Retention & Customer Experience/ Value Enhancement
True Move H Company Limited
10.2013 - 02.2018
Customers Service Executive
BP Castrol (Thailand) Company Limited
09.2007 - 09.2013
Customers Relation Representative
Reader’s Digest (Thailand) Company Limited
04.2006 - 07.2007
Call Center Agent (AIS)
Advanced Contact Center Company Limited
07.2003 - 04.2006
Bachelor of Business Administration - Tourism Management
Dusit Thani College
Master of Business Administration - General Management
Srinakharinwirot University
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