Open to opportunities

Surakanya Sangthong

@surakanyasangthong

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Customer service leader specializing in escalation, operations, and team performance.

Thailand

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What I'm looking for

I seek a leadership role in customer service or operations where I can manage omnichannel teams, handle VIP/escalation cases, drive KPI improvements, and implement data-driven process enhancements in a collaborative, growth-focused environment.

I am a strategic customer service and operations leader with 5+ years' experience across global tech platforms, e-commerce communities, and large-scale retail service centers. I specialize in managing omnichannel support, content moderation, high-risk case handling, and VIP client relationships.

I have led and developed teams of 25+ agents within 100+ person departments, owned end-to-end performance for corporate and VIP desks, and driven KPI improvements such as CSAT, AHT, DSAT, FCR, and schedule adherence. I combine hands-on escalation support with data-driven process improvements to reduce wait times and sustain high customer satisfaction.

I am proactive in cross-functional coordination, training, and policy implementation, with demonstrated achievements in service-recovery initiatives and rapid retraining cycles. I bring strong communication, coaching, and analytical skills to deliver reliable, scalable customer experience outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

Digiserve Corporation

Jun 2025 - Present (9 months)

Direct a 25-agent team delivering omnichannel support for a national retail and logistics brand, owning end-to-end performance for a high-volume corporate/VIP desk and driving KPIs including CSAT, AHT, DSAT, and FCR.

Team Leadership Escalation Management Omni Channel Support CSAT AHT FCR Cross Functional Collaboration

Community Operation Specialist

Teledirect Telecommerce (Thailand) Ltd

Jan 2025 - Jun 2025 (5 months)

Moderated community discussions and resolved user inquiries while analyzing engagement trends and proposing automation adjustments to streamline moderation workflows and improve user sentiment.

Content Moderation Community Management Workflow Optimization Reporting

Subject Matter Expert

TikTok Technologies Ltd

Apr 2022 - Jan 2025 (2 years 9 months)

Promoted from content moderator to SME overseeing real-time review for Trend Discovery, acted as first escalation point for high-risk livestream content and led rapid retraining cycles after policy updates.

Content Moderation Escalations Policy Enforcement Training Delivery Quality Assurance Incident Response

Community Coordinator

Ookbee

Feb 2022 - Apr 2022 (2 months)

Supported writers and publishers by resolving platform issues, gathering user insights, and liaising with internal teams to influence new creator tools and improve creator experience.

Community Support User Research Platform Operations Creator Relations

Exhibition Service Specialist

CMO Group

Jul 2020 - Feb 2022 (1 year 7 months)

Provided frontline event support and managed social media content for exhibitions, coordinating creative teams to produce aligned online content and optimizing campaign performance in real time.

event support Social Media Management Performance Analysis Coordination Customer Engagement