Summary
Overview
Work History
Education
Skills
Timeline
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Somchai Chanruangngam

Kuala Lumpur,14

Summary

Accomplished leader with a proven track record at Shell Business Operations KL, enhancing team productivity and customer satisfaction through strategic planning and effective coaching. Expert in Operations Management and fostering Diversity and Inclusion, I have significantly improved process efficiencies and team performance, driving substantial growth and positive outcomes.

Overview

14
14
years of professional experience

Work History

Delivery Assurance Team Lead

Shell Business Operations KL
10.2022 - Current
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Coached team members in techniques necessary to complete job tasks.
  • Designed strategic plan for component development practices to support future projects.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Assistant Contact Center Manager

Teleperformance
06.2019 - 09.2022
  • Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
  • Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.
  • Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
  • Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
  • Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
  • Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
  • Streamlined workflow processes to maximize efficiency within the contact center operations.
  • Developed process controls and metrics for daily management of call center.

Senior Consultant Account Manager

PayPal Malaysia Services
04.2011 - 04.2019
  • Assessed needs for projects and made proposals to senior executives.
  • Increased company revenue through restructuring processes and advising executives on important decisions.
  • Evaluated clients' needs and created plan of action to provide solutions.
  • Developed custom solutions based upon clients' strict requirements.
  • Identified new revenue ideas and opportunities within existing markets.
  • Prioritized projects and project tasks depending upon key milestones and deadline dates.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Informed customers of promotions to increase sales productivity and volume.

Customer Service Specialist

Scicom (MSC) Berhad
02.2010 - 02.2011
  • Resolved concerns with products or services to help with retention and drive sales.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Provided primary customer support to internal and external customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained and managed customer files and databases.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.

Education

Bachelor of Arts - Tourism And Travel Management

Suansunandha Rajabhat University
Bangkok
03.2005

Skills

  • Production Monitoring
  • Regulatory Compliance
  • Performance monitoring
  • Schedule Management
  • Performance Improvement
  • Diversity and Inclusion
  • Talent Acquisition
  • Complaint resolution
  • Operations Management
  • Coaching and Mentoring
  • Quality Control

Timeline

Delivery Assurance Team Lead

Shell Business Operations KL
10.2022 - Current

Assistant Contact Center Manager

Teleperformance
06.2019 - 09.2022

Senior Consultant Account Manager

PayPal Malaysia Services
04.2011 - 04.2019

Customer Service Specialist

Scicom (MSC) Berhad
02.2010 - 02.2011

Bachelor of Arts - Tourism And Travel Management

Suansunandha Rajabhat University

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Somchai Chanruangngam