Austin Tham Email & Phone Number

Bangkok, Th

Bangkok, Bangkok City, Thailand

• Supervise and planning for Reservations Team, Operations Team, Customer Service Team and In Destinations Sales Team.• Hands-on leadership of the entire day-to-day operations work and in-destination guest services including service delivery, reservations, in-destination sales, transfers & transportation.• Measures effectiveness, efficiency, and profitability of operational processes both internally and externally and delivers process improvement.• Ensure activities comply with the organizational requirements for quality and safety, including handling crisis management situations.• Ensure high level of guest experience through that brand exposure, colleague training, service levels.• Analyses guest feedback to identify service recovery and potential process improvement.• Planning, developing, and executing strategies for maximizing in-destination sales.• Manage relationships with partners, agents, and vendors.• Trains, motivates, coaches, develops, and manages direct reports.• Contribute to the formulation of annual budgets. Accountable to achieve Operations budget.• Attend meetings with Commercial Team and agents for areas of improvement, sourcing better solutions for customer situations, or questions.• Involved in account planning based on the client’s requirements e.g., budget, nature, demand, and request on accommodation, transfer services, and excursions.• Apply appropriate targeted pricing and negotiates effectively with the clients.• Flexible on tailormade request or special customization request from the clients on our products.• Full support to Account Management Team in launching new clients, briefing and cascading appropriately to the whole team.

Bangkok, Bangkok City, Thailand

On the ground Customer Service Experience:-Ensure 24/7 support on the ground for clients’ complaints and incidents.-Overall responsibility of correct allocation of Guides, Drivers, and Airport representatives based on accounts’ requirements and expectations.-Resolve customer service issues to customer’s satisfaction with appropriate corrective and preventive measures.Reservation:-Coordinate with BDM to secure new series, new ad-hoc groups with current agents.-Account handling – Trova Trip agent which is one of the highest margin and profit account.-Ensure internal and external enquiries professionally and efficiently according to business standards.-Improved policies and processes to improve efficiency and ensure compliance.Operations:-Ensure the consistent implementation of company One-Best-Way processes/procedures/systems across the region.-Leading the cross-team relationships with Product, Sales, Reservation, Customer Experience and Suppliers for daily operational cooperation and overall service improvements.-Support Product Team by participating in research operational information for new products.-Tour guides management, training, recruitment, and communication.Business Acumen:-Monthly reports to Country Manager.-Relationship management with Agents, Suppliers, departments, and colleagues from different locations.-Quality improvement by organizing spot checks, inspections etc.-Develop and lead benchmarking exercises on cost and quality.-Support on spot issue/escalations regarding Reservation and Operations Team.

Bangkok City, Thailand

• Plan and recruit a customer service team (online platform) that enable 24/7 service to our clients and suppliers. • Workforce planning: minimum headcounts to be able to run 24/7 customer service center. • Build and create SOPs / protocols that merges with current workflows. • Communicate with Finance team to ensure a smooth financial reporting workflow. • Review, negotiate and acquire Cloud Telephony System and CRM according to the company’s budget that would support the start-up according to the requirements of online platform. • Create Client and Supplier Templates that fit Asian Trails Platform and upload on to CRM. • Plan on onboarding training and deliver Customer Service soft skill training. • Attending to escalations for issues from all life cycles – Pre-Arrival, On the spot, Post Travel. • Participate meetings to review business, operations, and performances from daily, weekly, to monthly basis. • Build KPI track sheet for team performance. • Build Quality Assurance monitoring form to ensure standardization and quality for both call and email to our clients and suppliers.

Bangkok Metropolitan Area

• Manage workload of all team members (max 30 person in a team) and responsible for manpower and workload distribution on the section. • To plan, design and deliver required training programmes effectively and within set timeframes. • Build and maintain a professional working relationship with all departments (Sourcing teams, Sales Teams and more) and offices in different regions. • Feedback any concerns/issues (individual or team) to the management to allow it to be dealt with accordingly and appropriately. • Conduct independent quality checks and coaching on all Executives scoring evaluations to ensure agreed accuracy levels are met, including any agreed changes in call handling / email techniques and constructively feedback to agents/team leaders concerned.• Escalate major issues to Manager for communicating possible solutions in a constructive manner. • Track and report team workload and status, analyse reports and data and make recommendations to the team and manager in order to improve efficiency and effectiveness. • Prepare and conduct Mid-Year and Annual performance reviews. • Attend and actively participate outside meetings / events and business travel as and when required.• Participate in ad hoc project as required by the business. • Organize team meetings on regular basis.Achievement: • Expanded a team of less than 10 to 30. • Completed Manager Passport Training program as a certified Supervisor/Team Manager. • Won Global Star Award as 1 of the best 20 employees of year 2016. • Won Global Business Services Award as 1 of the best 25 employees 2019. • Conducted Service Excellence Training to over 80 team members within the company.

Bangkok Metropolitan Area, Thailand

• Covered all work responsibilities as Global Suppliers Operations, however, it is more on client facing. • Remain high sense of urgency since the life cycle and nature being on the spot as the clients are currently traveling. • Attentive to details and resolving all issues for our clients to ensure a smooth journey.

Bangkok Metropolitan Area

• Develop a training strategy and plan company-wide and work with Supervisors and Managers to shape their strategies. • Build and facilitate multidisciplinary short and long terms lean activities. Opened, sorted, and distributed incoming messages and correspondence.• Design and implement lean processes and systems while following the PDCA cycle. Actively develop and deploy CP2 (Culture, Process, Performance) across business.• Define performance measurements and reviews within a Lean framework. Driving and improving results by leveraging lean tools, consulting skills, and change management process and take primary responsibility for implementation of lean initiatives and its associated value streams.• Challenging and supporting the Operations Teams to drive a culture of high performance, continuous improvement and sustainability plan.• Work persistently to achieve the goals, and possess the necessary cooperation skills to develop solid relations. • Ensure the ability to connect and communicate with people at all levels, which enables me to train, coach and challenge others. Combined with experience in change management and implementing Lean Management tools and methods.• Organize, plan and deliver team training based on the Lean principles throughout the Operations Teams in Asia, including offices in Bangkok, Beijing and Tokyo.• Plan and execute projects of small to medium scope – possess project management skills.• Communicate plans, actions and results to the organization. As well participate in benchmark lean events and assessments.Achievements:• Started from Bangkok office as first wave of lean implementation and completed second wave as well.• Remotely implementations were done for both Beijing and Tokyo Hubs. • Completed sustainability plan for Bangkok Hub. • Standardized all lean tools and flows for all hubs within Asia.

Bangkok Metropolitan Area, Thailand

• Manage workload of all team members (max 30 person in a team) and responsible for manpower and workload distribution on the section. • To plan, design and deliver required training programmes effectively and within set timeframes. • Build and maintain a professional working relationship with all departments (Sourcing teams, Sales Teams and more) and offices in different regions. • Feedback any concerns/issues (individual or team) to the management to allow it to be dealt with accordingly and appropriately. • Conduct independent quality checks and coaching on all Executives scoring evaluations to ensure agreed accuracy levels are met, including any agreed changes in call handling / email techniques and constructively feedback to agents/team leaders concerned.• Escalate major issues to Manager for communicating possible solutions in a constructive manner. • Track and report team workload and status, analyse reports and data and make recommendations to the team and manager in order to improve efficiency and effectiveness. • Prepare and conduct Mid-Year and Annual performance reviews. • Attend and actively participate outside meetings / events and business travel as and when required.• Participate in ad hoc project as required by the business. • Organize team meetings on regular basis.Achievement: • Expanded a team of less than 10 to 30. • Completed Manager Passport Training program as a certified Supervisor/Team Manager. • Won Global Star Award as 1 of the best 20 employees of year 2016. • Won Global Business Services Award as 1 of the best 25 employees 2019. • Conducted Service Excellence Training to over 80 team members within the company.

Bangkok Metropolitan Area, Thailand

Bangkok Metropolitan Area, Thailand

• Monitor KPIs, service level, percentage of conversion (bookings). • Ensure sales and service targets were achieved. • Attend to incoming calls, email cases and live chats. • Handle escalations from the clients/hotel partners in regards to room stay, quality of accommodation, incorrect rates, overbooking situation, room allotment control and adjust. • Amendment and cancellation requests, general inquiries and special requests via phone call, e-mails and live chats.• Cross and up selling hotel products to clients.

Kuala Lumpur, Malaysia

• Support deepening and acquisition within personal client segment• Ensure prompt and timely call backs are made to clients as committed• Apply skills learned via training programs to drive needs-based conversations• Develop a deep understanding of various products offered and process as relevant• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.• Work closely with team leader to develop and implement sales plan to achieve targets and drive client engagement• Support team leader to drive learning and high performance within the team• Work with operations team to ensure that client requests are fulfilled

Kuala Lumpur, Malaysia

• As a Customer Service Representative (CSR) of Carlson was to attend incoming calls from our clients at the petrol/gas station and making outgoing calls to our internal team in Hong Kong.• Assist Exxon Mobil's loyalty program to cater members/clients in Hong Kong and Singapore Market.• Deal with member/client's inquiries, providing quick resolutions to the issues, and accepting complaints.• Update clients with promotions and latest news from Exxon Mobil.• Assist clients/members in terms of lost card, card damaged, stolen card and swapped card situation.• For lost card, card damaged and stolen card, actions will be taken (block card) and advised clients/members for further actions.• Swapped card situation would need to be escalated to Superiors / Managers.• Communicating with petrol kiosks in Hong Kong and Singapore upon receiving complaints from our clients/members.• Assigned to make outbound calls to particular clients/members upon receiving rejected application forms from back office.• Maintain quality of calls and control average handling time.

Kuala Lumpur, Malaysia

• Attend Inbound and Outbound calls.• Reconfirmed hotel accommodations, show/concert tickets, transport arrangements and 3rd party hotel reservations.• Assist membership/ Genting World Card hotline, ad-hoc Star Cruises Inbound calls.• Take care of inquiries, feedback and updating customer profiles.• Telemarketing for selected Campaigns, e.g. concerts and events.• Close sales by collecting online payment via credit cards, checking on individual payment settlement such as going through daily credit card transactions.• Re-assuring credit card transactions tally with credit cards' payments.• Promote our grand suites - Maxim Suites, which is extremely fast-selling during peak seasons.• Fulfill daily sales targets, preset by the department for individual & team performances.