PIYAPORN TONEJOHN
Customer Experience Coordinator
Huai Khwang
Summary
Energetic and empathetic problem-solver with keen ability to understand and address customer needs. Possesses strong communication skills and deep understanding of customer service principles, combined with proficiency in CRM software. Dedicated to fostering positive customer experiences and driving satisfaction through effective support and coordination.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Customer Experience Coordinator
Grab Thailand
Huai Khwang, Bangkok
08.2024 - Current
- Monitor and report unusual or suspicious user behavior on the platform to uphold security and regulatory compliance.
- Improved customer satisfaction by responding quickly to questions and giving correct information.
- Developed strong relationships with key clients, fostering loyalty and enhancing brand reputation.
- Conducted regular quality audits on interactions between staff and customers, ensuring adherence to company SOP.
- Identify and escalate system or service-related issues to the responsible departments, while supporting efforts to ensure timely resolution.
- Monitor team performance using KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT)
Human Recruiter
ZARA Thailand
Pathum Wan, Bangkok
06.2023 - 08.2023
- Perform daily monitoring and responses to employee inquiries and internship applications in the company chatbox.
- Efficiently managing phone calls and addressing inquiries related to work schedules, job application processes, and salary account issues.
- Finding part-time personnel for ZARA, a company with twelve branches in Thailand, to meet the company's part-time schedule with the ZARA HR team.
- Weekly data collection on ZARA part-time employees in all branches, including time sheets, identification cards, and copybook bank. Including writing weekly and monthly reports on the overall results of ZARA part-time employment in Microsoft Excel.
- Coordinate with the Thai Red Cross regarding blood donations and the Baan Nokkamin Foundation regarding clothing donations for underprivileged children for the company's annual CSR project.
Education
Bachelor of Art - English
Thammasart University
Pathum Thani, Thailand01.2024
High School Diploma -
Uttaradit Duruni School
Uttaradit01.2020
Skills
University’s work
- Participated in designing business plans, including creating beverage products to be more innovative and modern than ever before, in the innovation and entrepreneurial thinking class.
- Participated in developing the idea of making daily-use items more convenient and creating a new item that can be practical in real life in my Creativity and Communication class.
Research
Conducted research regarding Big Five personality under the title “The Influence of Teachers’ Big-5 Personalities on Learners' Perceptions” by collecting the raw data from the survey to convert into Mean, Standard deviation, Skew, and Kurtosis in Microsoft Excel.
Timeline
Customer Experience Coordinator
Grab Thailand
08.2024 - Current
Human Recruiter
ZARA Thailand
06.2023 - 08.2023
Bachelor of Art - English
Thammasart University
High School Diploma -
Uttaradit Duruni School