Chainarong Suparanon

Experience

• 

  Neilsen Company

  Dec 2009 - Dec 2009

  Field Interviewer
• 

  Kuwait Airways

  Jun 2011 - Aug 2011

  Airport Agent Internship
• 

  Cathay Pacific

  Aug 2012 - Nov 2012

  Reservation and Ticketing Sales Officer

  • Respond to incoming calls from customers;• Plan routes, itineraries, and accommodation details, compute fares and fees, using schedules and published fare system;• Assemble and issue required documentation, such as tickets, package vouchers, and itineraries;• Inform clients of essential travel information, such as travel times, flight connections and visa requirements.

• 

  Emirates

  Nov 2012 - Sept 2020

  • Lead, motivate, coach and mentor Premium Lounge Agents, observe and correct performance according to KPIs to ensure high quality service and compliance with specifications to meet standard of our premium lounge products;• Deliver premium customer experience beyond expectations, make sure every customer’s need is anticipated and fulfilled with finesse and grace;• Maintain privacy and confidentiality for high profile customers, keep professional demeanor around VIP passengers;• Ensure team members fully comply with company’s SOPs (Standard Operational Procedures), policies and standards to maintain operational and service consistency;• Assign work schedules, following work requirements and limitations, to achieve quality and timely delivery of service;• Ensure full functionality and appearance of the Premium Lounge facilities; liaise with engineering department for repair/ maintenance of faulty equipment, and follow-up;• Ensure Food Safety and Hygiene standards are met at all times; • Efficiently resolve customers’ complaints, follow-up, liaise withthe other departments to reach the best solution;• Encourage Reception Team to sell lounge pass product according to the daily sales targets. Work with team members individually to achieve and exceed revenue goals. GenerateDaily Sales Reports and reports to Duty Manager.Achievements: multiple compliments and letters of appreciation from the VIP customers and colleagues for the outstanding customer care. Received two “Najm” awards (Highest Emirates Employee Recognition Reward) for assisting customers throughout challenging situations. Show less • Monitor Premium Lounge appearance and equipment serviceability, quality of food and beverages to meet standards for premium customers;• Attend to customers' needs and complaints, take ownership to resolve the issues and follow-up, coordinate with supervisor when required;• Know and be able to recommend the menu items and beverages to the customers according to their preferences and dietary requirements;• Perform check in, boarding and reservation tasks.Achievements: received appreciation from the Supervisor for conducting thorough appearance and F&B checks and consistently maintaining high standards of Premium Lounge. Show less

  • Supervisor Airport Services

    Apr 2015 - Sept 2020

  • Senior Airport Services Agent

    Nov 2012 - Apr 2015
• 

  Agoda

  Nov 2020 - Jul 2021

  Customer Experience Specialist

  • Deliver excellent customer service and manage the needs of our customers;• Professionally handle high volume of inquiries from clients and customers through calls, chats and emails;• Take ownership of issues and concerns of customers and partners, including operational issues, hotel bookings, etc;• Continuously identify work process improvements;• Perform initial investigation on suspected bookings and complaints and escalate to Team Manager/CSI;• Verify supporting documents from customers and hotels to ensure they are valid in order to facilitate the request;• Investigate cases through voice record from call log;• Be a part ‘Canned Response’ team to develop effective chat and email template for both English & Thai.Achievements: Recognized as monthly Top Performer agent. Show less

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  FWD Insurance

  Aug 2021 - now

  • Lead the proactive investigation by using Analytic system for enterprise project;• Interview policyholders and gather evidences in field investigation; • Support investigator on gathering facts & documents to use for investigation cases both internal and external;• Translate & review investigation cases and weekly incident reports from Thai to English;• Facilitate and present cases in FRC in the absence of the Head of CIS;• Take minutes of the meeting and submit to Head of CIS;• Be in charge and review FRC and CIS reports to internal and external parties;• Adhoc assignments as necessary Show less

  • Investigator

    Aug 2023 - now

  • Investigation Administrator

    Aug 2021 - Jul 2023