Wanatcha Srikhongkaew
Customer Experience Manager
Pathum Thani
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Central Process Calibration - Manager
Foodpanda Thailand
03.2024 - Current
- Improve customer satisfaction by using data analytics from customers feedback to mange service quality of BPO partners, streamlined process, and SOPs adjustment
- Manage budget & cost of customer voucher compensation to improve customer retention and profitability.
Live Channel Experience - Manager
Lazada Thailand
9 2019 - 01.2024
- Manage BPO partners who receive all contact from customers via Phone, Chat, Social Media, and Escalation team (Tier 2) to ensure that they can achieve KPIs target set e.g. SLA, FCR, Resolution times, and Customer satisfaction.
- Analyze pain points, design solutions, and monitor results to improve customer experience.
- Initiate and lead projects to improve operation efficiency.
Service Excellent - Supervisor
World Reward Solutions
03.2019 - 08.2019
- Handling and solving customer complaints
- Design workflow and SOPs for team members
Operation Supervisor - Lazada Project
Transcosmos Thailand
04.2018 - 08.2019
- Improve and monitor team performance to archive the target set by Lazada
- Provide a report and find areas of improvement to Lazada for process revision or system enhancement to improve Lazada seller experience
Customer Service Supervisor
The Black Tie Services
04.2016 - 03.2018
- Manage call and chat team to ensure concierge services run smoothly.
- Handle complaint and coordinate with vendor to solve customer issues.
Education
Bachelor of Arts - Art History
Silpakorn University
04.2011 - 01.2015
Skills
Language - English
MS Office
SQL
Customer Service & Contact Center Management
Process Improvement
Timeline
Central Process Calibration - Manager
Foodpanda Thailand
03.2024 - Current
Service Excellent - Supervisor
World Reward Solutions
03.2019 - 08.2019
Operation Supervisor - Lazada Project
Transcosmos Thailand
04.2018 - 08.2019
Customer Service Supervisor
The Black Tie Services
04.2016 - 03.2018
Bachelor of Arts - Art History
Silpakorn University
04.2011 - 01.2015
Live Channel Experience - Manager
Lazada Thailand
9 2019 - 01.2024