ตำแหน่ง Head of customer experience

บริษัท aCommercer Thailand

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Head of Customer Experience
-Strategy planning aligns with the company direction
-Design overall CX operation (voice, non-voice, Backend, etc.) to promptly with new generation coming up for example new trending for Call center/customer service were going to be in each year
-Create, Design & monitor strategy planning to achieve the goal and make sure all the thing under CX operation is in control
-Create & Design Customer experience department by difference function voice, non-voice, Back-end function and Quality control (QA) function and CX Organization revamp as an up to date as and put the right people to the right position & career path program planning
-Preparing cost allocation by monthly to submit financial charge to brand (P&L) & do analysis for profit & lost which we need to improve
-Design and create all jobs description under Customer Experience department, KPI, SOP both internal & external (Clients SOP)
-Cost saving, plaining & control by internal point of view in every angle to align with company direction and monthly summarize P&L for customer experience department
-Onboard planning for new client’s sets up by one-stop service in CX part function separate by service requirement (Chat, Marketplace chat, FB messenger, Line, Call center service not only in term of system set up but also Headcount plaining to serve clients requirement as proper budget
-Understanding & oversee the whole ecommerce function since initial order management, the inventory, warehouse & fulfillment Store operation till to the customer service/ experience. Including all sell channel we have (Brand.com, social commerce, Line commerce, marketplace.
-Run the operation monthly meeting with brands to update performance and operation issue and solution planning
-Cooperated & Understanding with Store Operation, Inventory management, Warehouse &supply chain to understand & align with point of connector between the related stakeholders
-Customer facing depend on brand or company requirement for monthly performance update & solution provided
-monitoring all brand performance are in control and in case there is an any special requirement form brand need create and set up solution to solve it asap
-People management program Implementation under CX operation to control turnover rate by sharing session program & relationship program feedback (Survey)
-Participated in IPO program focus on CX (Customer Experience) part

ตำแหน่ง Customer Service Operation Manager

บริษัท JD Central

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-Planning the operation direction including Voices, non-voices and Special handling cases (OCPB) Team and designed working process (SOP) for non-voices team including Live chat, social team
-Arranged new standard script to align with Thai culture customer service, designed new service excellence script provided to whole operation
-Develop QC part with real-time monitoring to reduce customer dissatisfaction rate
-Created and Designed workflow for ad-hoc project for example outbound project, Bad comment project etc.
-Created/Develop internal process to be effective for example escalation process to reduce the workload for agent frontend service
-Designed OCPB process to align with Legal part and relevant Business unit
-Planning, Designed & Overseeing strategy to put through the whole CS operation achieved the KPI
-Designed CS operation side to be aligned with PDPA laws
-Planning the direction for CS operation in 2021 with the concept smart working process shortcut process
-Monitoring all operation KPI need to be success and give some advice to all supervisor to get along the direction
-Complaint analysis root cause cases, OPCB cases to provide action and prevention plan for find out solution and need to raise up to the relevant department to protect company reputation.
-Negotiation with OCPB cases in the negotiation, Subcommittee round and co-operate with Legal department to provide customer journey/history

ตำแหน่ง Call Center Manager

บริษัท Kerry Express (Thailand) Ltd.

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-Call Center Team set up (including voices, non-voices and support function) which it was including inbound, online, Email, Live chat, Chat Bot (AI), backend support function and quality control. we have located contact center into 2 sites. Managing people underneath the Call Center Department totally >250 headcount
-Created an organization chart, Job description for whole customer service team Escalation process set up align with SLA and monitoring control to meet the KPI achievement.
-Multichannel contact center setup and provided services to customer for example Facebook, Chat Bot (AI), Email
-Social media team to monitor viral issue and immediately charged and find out the best solution to stop the viral and created complaint management team to solve complaint cases, keep on tracking and analyze root cause then feedback to related department to make a fast action plan to prevent the same complaint again in the future.
-Set up AI Chat Bot into the company website and mobile application and promotion to public relation to reduce incoming calls in the peak season.
-Set up backend services to solve complaint cases via ticketing system training internal team related to use ticketing system to record all cases and designed reported with statistical data and feedback.
-Quality control by score card set up and Quality Assurance team to monitor Call Center agent quality and analyze the recent problem with Agent quality to make a refreshment program.
-Managing people underneath the Call Center Department totally >250 headcount (separated into 2 site BKK, and another province)
-Set up and Managing Call center team to meet KPI and created incentive scheme as motivate program.
-Designed the whole report related to the other department as promptly to use for data analysis.
-Created activity to reduce stress and pressure in workplace and Ice breaking activities.
-Designed QP (Quality procedure), SP (Support Document) for Call center department to align with ISO9001 participated in IPO Program
-Designed cost control planning to align with management control