Naruedee Chotchayapinyo
Singapore
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
CREDIT CONTROLLER - APAC
Booking.com (Singapore) Pte. Ltd.
06.2015 - Current
- Reach out to accommodation partners in APAC (Thailand, LAOS, Australia, Vietnam, India, Indonesia, Malaysia and Singapore) to collect open invoices, check on payments and convey options and solutions to ensure all invoices are paid to the Payment Terms
- Reduce past due invoices by coordinating collection efforts with customer service and partner service team
- Respond to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
- Devise collection strategies to resolve partner issues and delinquent cases.
- Follow up with delinquent accounts to obtain payments and reduce aging balances.
- Locate payments and apply accurate clearance into the system
- Work closely with Account Receivable and Billing Team to ensure accuracy of payment allocation and invoice clearance
- Work closely with Legal Collection team for Legal Escalation cases
- Conduct research of issues and sharing sessions to the team to develop accurate and effective payment collection strategies.
- Train and mentor new hires to maximize performance (A member of Learning Advocate Team to train new hires).
- Support Team Leader and Senior in providing in-dept data and info on escalation cases
CHANGI EXPERIENCE MANAGER AT CHANGI AIRPORT
P-Serv Pte Ltd (a Kelly Services Company)
06.2014 - 05.2015
- Oversaw the ground operations at all the terminals
- Managed Customer Service Team both roving agents and static counters
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved complex inquiries and complaints escalated by Changi Experience Executives quickly.
- Followed up with passengers or member of public about resolved issues to maintain high standards of customer service
- Attended to operational matters and make timely and appropriate decisions to minimize disruptions to overall operations.
- Sought ways to improve services provided.
- Cross-trained and provided backup support to other teams and CAG
- Trained staff on operating procedures and company services.
- Ensured that all staff adhere strictly to the SOPs, Code of conduct, grooming standards directives set by CAG
- Ensured teams meet all Service Level Agreement (SLA)
- Increased efficiency and performance by monitoring team member productivity and providing constructive feedback.
- VIP facilitation when necessary
- Assisted in Payroll TMS (Time Management Systems)
CHANGI EXPERIENCE EXECUTIVE AT CHANGI AIRPORT
P-Serv Pte Ltd (a Kelly Services Company)
02.2011 - 05.2014
- Greeted passengers/ member of public upon arrival and offered assistance.
- Assisted passengers with check-ins, inquiries and any additional services needed Eg. locating missing items or luggage, facilitating transit or transfer passengers with their onward connections.
- Worked closely with Duty Terminal Managers/ Terminal Managers/ Airport Operations Manager in order to update situations, minimize congestion and facilitate passengers on grounds.
- Supervised Changi Experience Agents on ground in responsive to passengers or visitors' s enquiries
- Investigated and resolved passengers or member of public inquiries, escalated from agents and performed service recoveries to minimize the escalation to Duty Terminal Managers/ Terminal Managers/ Airport Operations Manager.
- Maintained consistent positive feedback.
- Provided passengers/ visitors assistance and recommendations for airport information and Singapore tourist attractions.
- Maintained high level of professionalism and discretion when dealing with passengers and member of public.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
ASSISTANT SALES & MARKETING MANAGER BANGKOK
MCS International Network Co., Ltd
07.2010 - 12.2010
- Established new clients base which related to products and services
- Forecasted sales and established processes to achieve sales objectives
- Managed sales promotions and marketing strategies for both new and existing clients
- Analyzed sales and marketing data for improved strategies.
- Produced strong revenue numbers and continued promotional success with continued coaching of sales and marketing teams.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Created editorial content
- Represented the company as a press for any conference or event
- Undertook accounts receivable duties such as following-up on client's dues and outstanding billings
- Extended distribution venues throughout Bangkok and outskirts
- Built relationships with clients to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Prepared sales presentations for clients showing success and credibility of products.
DUTY MANAGER: PRE-OPENING TEAM
Pullman Phuket Panwa Beach Resort (Formerly Radisson Plaza Resort Phuket Panwa Beach)
06.2009 - 06.2010
- Coordinated and oversaw the running of the hotel in the absence of executive management with particular emphasis on assisting the Front Office Manager with the operations of Front Office
- Maintained professional demeanor by staying calm when addressing unhappy or angry guests.
- Investigated and resolved guest inquiries and complaints and performed service recoveries
- Ensured all departments were adequately staffed, on time and in uniform
- Ensured well preparations for VIP group arrivals and departures
- Performed night shift duties to oversee the nightly operations of Front Office and the overall night employees.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve service performance
ASSISTANT FRONT OFFICE MANAGER
Centara Karon Resort Phuket
08.2008 - 05.2009
- Operated, coordinated and controlled all activities in the Front Office Department
- Investigated and resolved guests' comments and complaints and performed service recoveries to achieve or meet guests' satisfaction
- Worked closely with all departments in order to resolve guest queries promptly and satisfactorily.
- Ensured all Front Office Staff followed the hotel SOPs (Standard Operating Procedures) in order to achieve the guests' satisfaction.
- Worked closely with reservations and sales teams regarding to room allotments, group block requirement in order to control the occupancy
- A trainer for the Front Office staff (both new hires and existing staff)
- Covered Front Office Manager duties when the Front Office Manager was away on Maternity Leave (Mid of September - December 2008)
GUEST RELATIONS MANAGER
Phuket Graceland Resort & Spa
04.2007 - 07.2008
- Investigated and resolved guests' comments and complaints and performed service recoveries in order to meet guests' satisfaction.
- Worked closely with all the departments in order to resolve guests queries promptly and satisfactorily
- Carried out Duty Manager Shifts, reception duties, including checking in and out of guests
- Built a rapport with guests to build royalty, advising on restaurants, places of interests, tour packages and auxiliary travel arrangements
- Supervised the activities of designated floor and room attendants to ensure clean, orderly and well-maintained rooms, hotel facilities and services
- Anticipated guests requirements by making use of Guest Preference information at every opportunity
- Ensured all VIPs were well taken care of and inspecting all VIPs bookings as to confirm to acceptable standard
- In charge of all correspondences including letters and emails - In charge of translation from Thai to English or English to Thai for External and Internal Uses
OVERSEAS COORDINATOR & PA TO MANAGING DIRECTORS
TaoKaeNoi Food & Marketing Co., Ltd
09.2005 - 09.2006
- Handled all correspondences about products' enquiries and quote requests.
- Followed up on all sales opportunities
- Prepared quotes, samplings to deliver to the new prospects
- Performed products presentation to the clients in overseas
- Established new client base and acquired new orders through regular follow-up and networking
- Prepared quotes, sales confirmation, invoices as well as shipping documents
- Highly achieved monthly sales target.
- Monitored the manufacturing process and facilitated in loading shipments
- Coordinated with shipping company in confirmation of delivery and delivery schedule (both import & export), the assembly instruction including dealing with the forwarder - Handled letter of credit (L/C) and banking
- Undertook accounts receivable duties such as following-up on customers for overdue and outstanding billings
- Presented and promoted the products during exhibitions, road-shows and customer visit
- Kept clients updated on order status, ETA and any problems that arise in order fulfillment
- Performed customer service duties to handle complaint or comment regarding to the products as well as performed service recoveries to meet customers' satisfaction
- Kept the company informed on competitors' or market's movement
- Kept the company updated, organised as well as participated in F&B Trade Fairs/ Road Shows or Events
- Traveled overseas to visit clients and inspect market to obtain the feedback on products.
- Performed ad-hoc secretarial support work to the Managing Director such as air-ticket and hotel bookings and office correspondences
- Assisted Managing Directors in translation/ interpretation from Thai to English, English to Thai via email correspondences and face to face communication / conversations with clients
Education
BBA - Hotel Management
ASSUMPTION UNIVERSITY OF THAILAND
Bangkok, Thailand03.2004
Skills
- Software: SAP Fiori, CODI, CP - Collection Platform, S4
- Proficient in Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Adobe, Internet Explorer
- Ability to work under pressure and meet deadlines as scheduled with quality in work
- Customer Service oriented, good at building rapport with clients
- Strong Analytical skills and eye for details
- Creative Thinking / Ability to think out of the box
- Excellent communication skills
- Capable of organising tasks and responsibilities assigned in order to get jobs done effectively and efficiently
- Good Telephone Etiquette
- Friendly, Positive Attitude
- Flexible and Adaptable
- Good Problem-Solving skill
References
KITTIPORN WONGSUEBSANTATI, kittiporn.wongsuebsantati@booking.com, 72656218, Lead, Credit Control Team, Booking.com (Singapore) Pte. Ltd.
Languages
Thai
Bilingual or Proficient (C2)
Timeline
CREDIT CONTROLLER - APAC
Booking.com (Singapore) Pte. Ltd.
06.2015 - Current
CHANGI EXPERIENCE MANAGER AT CHANGI AIRPORT
P-Serv Pte Ltd (a Kelly Services Company)
06.2014 - 05.2015
CHANGI EXPERIENCE EXECUTIVE AT CHANGI AIRPORT
P-Serv Pte Ltd (a Kelly Services Company)
02.2011 - 05.2014
ASSISTANT SALES & MARKETING MANAGER BANGKOK
MCS International Network Co., Ltd
07.2010 - 12.2010
DUTY MANAGER: PRE-OPENING TEAM
Pullman Phuket Panwa Beach Resort (Formerly Radisson Plaza Resort Phuket Panwa Beach)
06.2009 - 06.2010
ASSISTANT FRONT OFFICE MANAGER
Centara Karon Resort Phuket
08.2008 - 05.2009
GUEST RELATIONS MANAGER
Phuket Graceland Resort & Spa
04.2007 - 07.2008
OVERSEAS COORDINATOR & PA TO MANAGING DIRECTORS
TaoKaeNoi Food & Marketing Co., Ltd
09.2005 - 09.2006
BBA - Hotel Management
ASSUMPTION UNIVERSITY OF THAILAND