Nikar Benhawan

• Self-motivated individual offering a strong work to constantly develop my skills and grow. 
• Professionally and dedicated to complete tasks in a timely manner and achieve the goals. 
• Highly responsible with Multitasking, Creativity, Good communication and Team worker.

Service Consultant at CMU Fitness by Playground (Contract) | PlaygroundCNX, Thailand

June 2023 - Present

• Set up workflow for counter service
• Work with owner to set up job scope for part time employee
• Design, Create and Delegate tasks to and oversee the work of Fitness manager.
• Mentor and coach to improve new fitness manager skills.
• Monitor, Conclusion and Report to Fitness owner on weekly basis
• Set up 360 evaluation system for employee to create good working environment

Senior Quality Analyst Support For Grab Support Team | Grabtaxi, Thailand

May 2022 - May 2023

• Lead and manage the grab support's quality analyst team (only 10 headcounts in Chiang Mai office).
• Plan, Hire, train, and develop new quality analysts.
• Delegate tasks to and oversee the work of quality assurance analysts.
• Mentor and coach quality assurance analysts.
• Conclusion and Presenting and provide Quality reports to Client weekly, Bi-weekly, Monthly, Quarterly
• Support Quality team by creating tracker to record quality performance by using google sheet
• Provide feedback to grab support representatives on their performance to their department
• Identify areas where Grab support representatives need improvement and develop training programs to address those areas.
• Recommend, create, implement, and monitor preventative and corrective actions to ensure that quality standards are achieved.
• Work closely with Operation Team to resolve Grab support challenges
• Track and report on Grab support quality metrics to management level.

Quality Analyst For Grab Support Team | Grabtaxi, Thailand

May 2020 - May 2022

• Updating knowledge of process for Grab products (Transport, Food, Mart, Express and others) according to Grab policy
• Monitor and evaluate call, chat and email interactions using a variety of methods, such as random sampling, targeted monitoring, and customer feedback.
• Reviewing the low score call to identify root cause of customer dissatisfaction to create strategies to achieve customer satisfaction target as per client requirement
• Assess Grab supports representatives' performance on a quality guideline, including communication skills, technical accuracy and adherence to policies and procedures.
• Provide feedback to customer support representatives on their performance, both positive and constructive.
• Identify areas where customer support representatives need improvement and escalate to their team for further actions.
• Create and develop projects to resolve need improvement areas.
• Conclusion and create a quality performance report for management level.
• Work with other departments to identify team challenges and create plans to resolve the issues.
• Plan, Create Presentation and Providing training, workflow, processes related with soft skills to meet with Quality standard New Hire(s) 
• Conducting 1:1 Coaching sessions to improve focus agent (Low performance agent)

Quality Analyst For Google Play and Google One Project (Thai Market) | Webhelp, APAC

Sep 2017 - Apr 2020

• Updating knowledge of process for Google Play and Google One products according to Google policy
• Providing training call workflow processes related with soft skills to meet with Quality standard New Hire(s) and provide script as an example together with sharing best practice from senior agent
• Reviewing Call recording as per Google Quality guidelines and completing review as requirement
• Reviewing the low score call to identify root cause of customer dissatisfaction to create strategies to achieve customer satisfaction target as per client requirement
• Cooperate with Operations team to discuss Customer Satisfaction challenges and create campaign within a team to drive overall performance
• Conducting improvement of individual and team performance on Customer Satisfaction and Quality metrics through coaching, action item(s) such as card reminder, self evaluation, teach back and others
• Coaching headcount by letting agent to listen back to their call together with answer question(s) and discuss about call in Quality and customer perspective
• One on one with an agent to discuss personal behavior that impact to their performance
• Live support during a call-in order to provide solution when agent facing unfamiliar issue
• Monitoring and motivate agents who have performance below an average
• Create a fun environment to motivate agents to build and maintain a good relationship
• Tracking and follow up the coaching, action item(s) to identify the result and planning the next step
• Involve senior and top performance agent to conduct some activities to developed their skills
• Updating the trend of customer’s issues such as a technical issue to Improve call in a week.
• Conducting calibration sessions with clients and/or Internal personnel for alignment
• Frequent meetings with Clients to share Quality metrics and actions to drive improvement
• Analyst data and create quality performance reports by using QMS,Q+, Pulse, Quality dashboard, Google sheet, Google slide with recommendations of action item(s) for improvements
• Presenting and provide Quality reports to Client weekly, Bi-weekly, Monthly, Quarterly
• Work closely with Team Leader and SME to supervise a team with 30 headcounts
• Create material for training propose by using google slide
• Designing and providing training for QA apprentice as agent's development program
• Support Quality team by creating manual tracker to record reviewed case by using google sheet

Virtual Customer Support Specialist | Webhelp, APAC (Project : Google Play)

Oct 2016 - Sep 2017

• Provide outstanding customer service to Google Play's users through phone and email regarding product selection, services and issues, in order to increase lifetime value, and overall satisfaction with Google experience Play hardware and digital content
• Provide strategic and consultative advice and help solve technical issues by working with a large number of businesses from your market
• Fast learner of new technical skills and proactive about staying up to date on Google Play technical and product details
• Focus on delivering on key results like customer satisfaction, First time resolution, efficiency and quality metrics
• Proactively develop innovative ideas to drive process, product and support improvements

Sale and Course Consult | Genius Gen Asia (English Language Center)

July 2016 – Sep 2016

• Secure excellent sales results whilst ensuring a high quality customer experience in handling inquiries about our English language courses
• Provide outstanding quality services to all customers meeting all KPIs
• Cooperate with others team to design strategy and plan to improve marketing 
• Design courses and study plans for students based on their needs to help them achieve their goals in life and work through the most effective English learning programs
• Maintain good communication and contact with customers
• Complete established sales targets

Restaurant Attendant at Su-tha Restaurant (Pre-Opening) | Keemala Phuket Beach Resort

Jun 2015 – Feb 2016

• Provide excellent customer service to guests since greeting until finish
• Inform customers about the day’s specials and Present menu and provide detailed information when asked 
• Offer menu recommendations upon request and Up-sell additional products when appropriate
• Prepare tables by setting up linens, silverware and glasses
• Check dishes and kitchenware for cleanliness and presentation and report any problems
• Arrange table settings and maintain a tidy dining area
• Deliver checks and collect bill payments
• Follow all relevant health department regulations

Cook Helper | Le Meridien Phuket Beach Resort

Aug 2014 – Apr 2015

• Assist Chef in daily operations to ensure food is being prepared according to standard procedure and recipe
• Ensure good hygiene and cleanliness of kitchen
• Responsible for kitchen duties.

Waiter (Casual : Main Kitchen) at Hyatt Regency Hua Hin | May 2014

Cook Helper (Casual : Pastry Kitchen ) at Hyatt Regency Hua Hin | April 2014

Trainee at Radisson Blu Plaza Resort Phuket Panwa Beach | Nov 2013 – Jan 2014

Cook Helper (Casual : Banquet Kitchen) at Hyatt Regency Hua Hin | Apr – Jun 2013

Trainee at Bangkok Air Catering Bangkok | Oct – Nov 2012

Cook Helper (Casual : Banquet Kitchen) at Four Seasons Hotel Bangkok | 2011

Chiang Mai University | 2023-Present

• Master of Science Program in Organizational, Human Resource, and Work Psychology 

Suan Dusit Rajabhat University | 2010-2014

• Bachelor’s Degree Program of Science in Food Industry And Service

High School of Narathiwat School | 2007-2009