At Chiang Mai Lanna Business Services, I manage the day-to-day operations of a French-speaking customer care team in a 24/7 environment. I monitor productivity, quality and customer-satisfaction KPIs, and use coaching and follow-ups to support agent development.
I conduct call quality assessments, review customer feedback and take ownership of onboarding after initial new-hire training. I also contribute to recruitment through role-play assessments and candidate recommendations.
Earlier, I worked in customer service, business development, training, technical support and hospitality operations across France and Australia. I’ve also completed business and project management studies at Lonsdale Institute and continue to take Coursera courses focused primarily on leadership and communication.
