Uaiporn Parnnoo

I'm looking for a new job, With more 16 years in customer support in Telecommunication filed in Japanese company in Thailand, and now I'm looking for a new job would matching with my experience and my skill. Thank you.

WORKING EXPERIENCES

Dec 2006 – April 2023 : NEC Corporation (Thailand) Ltd.

Position                           : Customer support Senior Supervisor

Responsibilities                                               

1. Answer customer inquiries day-to-day operation via phone,e-mail and Facebook inbox after that coordinate with service team and sales team to follow this issue until this issue has been handled. (Company Product : PBX,Network,Server,Multimedia product(Monitor,Projector),POS,SAP,ERP,Automative software (Suzuki care),CCTV,Call center solution,Carrier solution etc.)
2. Support global customers regarding ticket, inquiry and request issue.
3. After sale service. (Our team get information from sales and update information into CRM such as Customer information, Warranty period,Provide MA / Oncall information to sales to renew MA with customer).
4. Created the ticket in CRM's database (I-mind CRM) and doing any appropriate ticket escalations with SLA.
5. Case management (Create,Follow up,Update,Close,Customer satisfaction) with ticket in CRM.
6. Monitor all pending cases and clear them up within standard time.
7. Monitor UC suite software (Dashboard to distribute call).
8. Acts as a coordinator between internal/external (Vender) support to resolve customer issues.
9. Make standard reports concerning Call Center Performance and customer problems reports.
10. Control and update CRM's database; mainly in general information and product configuration.
11. Handle customer complaints and provide solutions in order to ensure customer satisfaction.
12. Make Weekly report and sent to the relevant team.
13. Create and update FAQ or service information.
14. Coaching outsource to support case after- hour (Outsource standby for night-shift).
15. Performs case handling in multi project.
16. Performs other duties as required or assigned.

June 2005-October 2006                        OMIS CO., LTD 

Position                                                      IT Coordinator

Responsibilities

1.Coordinator

2.Working as administrator

EDUCATION

2013-2015                         Master Degree : Srinakharinwirot University, Bangkok

                                                Faculty : Graduate School

                                                Degree : M.B.A (Master of Business Administration)

                                                Major : Business Administration (Management)

2001-2005                         Bachelor Degree: Walailak University, Nakhonsrithammart

                                                Faculty :  School of Informatics

                                                Degree :  B.I.S (Bachelor of information system)

                                                Major : Management information system (MIS)