Nampetch PL - Head of Customer Services, Farmforce Services (Thailand)

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Work Background

The Body and Health ServicesMarketing and Partnership Manager

Mar. 2024Thailand

Euromonitor InternationalMarketing Research Specialist

Mar. 2024

Career BreakPersonal goal pursuit

Sep. 2023 - Feb. 2024

FarmforceSenior Global Customer Service Manager

Jan. 2023 - Aug. 2023-Direct and manage all activities relating to the delivery of effective customer service -Draft, implement, and execute policies and procedures to facilitate a quality customer service experience. -Liaise with other department heads across the organization to ensure consistency and alignment in customer service strategies. -Delegate tasks to team members to ensure the smooth running of the department and manage workload distribution. -Initiate the development and utilization of JIRA to manage customer issues by creating JIRA workflows, procedures, and dashboards to monitor customer issues and improve team efficiency.

FarmforceAsia and Africa Customer Support Manager

Apr. 2022 - Dec. 2022Bangkok, Bangkok City, Thailand-Managed a team of customer service representatives -Interacted with customers daily to provide support for technical and non-technical issues related to mobile applications and computer software -Identified, investigated, and resolved users' problems using diagnostic tools and software, as well as following verbal instructions -Provided guidance to users through diagnostic and troubleshooting processes to ensure timely resolution of issues -Stayed updated on developments in the customer service field and implemented best practices to improve customer satisfaction -Collaborated with cross-functional teams to identify and resolve complex customer issues and provided feedback to the development team for product improvement.

KASIKORNBANKScrum Master

Oct. 2021 - Mar. 2022Bangkok, Bangkok City, ThailandAs a scrum master, I helped guide a credit product team to deliver quality products on-time. I worked closely with the team to identify and overcome obstacles, and fostered a culture of collaboration and continuous improvement.

KASIKORNBANKSenior Product Manager

Feb. 2021 - Sep. 2021As a Senior Product Manager, I led the campaign "Su-Pai-Duay-Kun," which offered commercial loans with an interest rate of 3% to help customers during the Covid-19 pandemic. The campaign aimed to provide the lowest price of interest in the market and was launched within two weeks. The project was a huge success, with around 140K customers applying for the campaign within two months. -Conducted thorough research to determine customers' needs and desires -Developed new onboard processes, pricing, and position strategies by leveraging internal and external data -Worked closely with cross-functional teams to deliver the project with quick time-to-market and optimal resources -Launched an MVP to test the market and further developed it to full scales

KASIKORNBANKSegment Specialist and Portfolio Analyst

Jan. 2017 - Jan. 2021-Gathered and analyzed customers' behaviors/needs to identify sub-segments and value propositions -Designed and executed strategies to build long-term profitability for the bank -Supported and solved key issues for sales teams to ensure target achievement -Conducted regular revenue reports and forecasts showing projected revenue -Performed insightful, ad hoc analyses to investigate ongoing or one-time operational issues -Cooperated with budget team to allocate resources and maintain cost efficiency.