Experience

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  Bangkok Bank PCL

  • Bangkok Metropolitan Area, Thailand

  • SVP

    • Oct 2015 - Present
    • Bangkok Metropolitan Area, Thailand

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  Thanachart Bank Public Company Limited

  • Bangkok Metropolitan Area, Thailand

  • FVP:Inbound Contact Center

    • Jun 2015 - Oct 2015
    • Bangkok Metropolitan Area, Thailand

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  Kasikorn Bank

  • Chaengwattana building

  • First Vice President - Managing Director : Progress Service Support Co.,Ltd

    • Mar 2011 - Feb 2015
    • Chaengwattana building

    Responsibilities:1. Design the Contact Center Strategy including all the operation planning2. Deliver excellence service via Contact Center whicha. Provide service for both inbound and outbound service including upsell, cross-sell and new acquisitionb. Provide service through IVR, Voice, Social Media, Email, Web Chat and VDO Callc. Provide 5 languages service ie. Thai, English, Japanese, Mandarin and Burmesed. Provide services to multiple customer segmentation such as retails customer, SME, Corporate Customer, Leasing etc.e. Manage Complaint Center for the bank3. Ensure in delivering services with excellence quality under cost optimization4. Ensure the optimization and sufficiency of developed and motivated workforce5. Development and implement of people management program6. Create the happy working environment (people touch) in order to encourage and support staff to perform at their highest potentialAchievement: 1. To be the Best Banking Contact Center from KASIKORNBANK customers' survey for 4 consecutive years (2011-2014)2. Enter the Award Competition with TDMA (Thailand Direct Marketing Association) and get awards as below a. The Best Innovation Contact Center –SME b. 3 Best Individual Awards (Best Team Leader, Best Agent and Best Support Staff) (We send 3 candidates out of 4 categories and we won all)3. Implement the new Contact Center system by using new technology (IP based)

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  Caelan Wright & Associates

  • Thailand

  • Director of Coporate Development

    • Apr 2009 - Mar 2011
    • Thailand

    Responsibilities:1. New Business & Sales Strategiesa. Identifies development potential in account and evaluating additional needs, analyzing opportunitiesb. Initiates sales process, develop and closes sales2. Develop Business Relationshipsa. Screens potential business deals by analyzing market strategies, deal requirements, potential, and financialsb. Develop negotiating strategies and positionsc. Closes new business deals by coordinating requirements, developing and negotiating contracts3. Manage the project/operationa. Relocate and set up new office for the company including search for the location, negotiating the contract, purchasing, manage the construction etc.b. Set up the operation of each project start from gathering requirements and coordinate with operation to deliver the4. service to customer and ensure to achieve the commitmentsa. Deliver Contact Center Consultancy Service and Training ServiceAchievement: 1. Won projects in various industries such as Insurance, Hospital, Automobile, Telecommunications and Services2. Set up the 200 seats Contact Center including all the facilities within 60 days

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  Sapienza Recruitment (Thailand) Co.Ltd

  • Bangkok Metropolitan Area, Thailand

  • General Manager

    • Aug 2008 - Mar 2009
    • Bangkok Metropolitan Area, Thailand

    Responsibilities:1. Strategy & Planninga. Develop/Implement and deliver annual sales plans, expense budgets and new business development initiatives to2. achieve quality sales volumesa. Identify new potential alliances and arrange the for process of securing new agreements with clients/partnersb. Manage Client relation to maximize potentialc. Train, develop and delegate tasks including monitoring3. Sales & Marketinga. Responsible for the annual marketing plan, revenue generation and prospecting for new opportunities and handle all4. marketing activities relating to advertising and promotiona. Ensure sales process is followed, met revenue and cash collection objectivesb. Ensure all the invoices are paid within the suitable timeline5. Operationa. Responsible for the company operations including process design and set up, performance monitoring against pre-defined KPI and achieving revenue generation targetsb. Implementation of performance management and measurement programsAchievement: 1. Setup the office within 3 months including getting the recruitment licenses

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  Standard Chartered Bank

  • Bangkok Metropolitan Area, Thailand

  • Head of Call Center

    • Apr 2006 - Jul 2008
    • Bangkok Metropolitan Area, Thailand

    Responsibilities:1. Design the Contact Center Strategy including all the operation planning2. Deliver excellence service via Contact Center whicha. Provide service for both inbound and outbound service including upsell and cross-sellb. Provide service through IVR, Voice, Social Media, Email, Web Chat and VDO Callc. Provide 2 languages service ie. Thai, and Englishd. Provide services to Retails customer segmentation with variety of products such as Credit Card, Personal Loan, Homee. Loan, Business Loan, SME , Wealth & Auto Loan etc.3. Ensure in delivering services with excellence quality under cost optimization4. Ensure the optimization and sufficiency of developed and motivated workforce 5. Create the happy working environment (people touch) in order to encourage and support staff to perform at their highest potential6. Select and Implement the CRM ApplicationAchievement: 1. Generate up-sell and cross-sell revenue 40 million baht per month in 2008 (only 3 million in 2006)2. Develop Call Center culture from customer service focus (cost center) to be service and sales culture (profit center)3. Assigned to be CRM Country Champion4. Won a lot of Awards from Local and International AgencyLocal :2007 - National Call Center Awards by Call Center Industry Association1st Runner Up “Best In-House Call Center”International2007Asia Pacific Customer Service 2007Asia Pacific Customer Service Award2008Contact Center World Awards1st Runner Up:Best Outbound AwardSilver Award: Best in Customer Service Awards

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  Media of Media Plc/Asia Television & Media Co.,Ltd,

  • Bangkok Metropolitan Area, Thailand

  • Deputy Managing Director

    • Oct 2005 - Mar 2006
    • Bangkok Metropolitan Area, Thailand

    Responsibilities:Responsible for 3 companies in the group:1. Human Resources & Administration Division: Responsible for payroll, recruitment, employee retention, training and administrative work2. Digital Content : Responsible for revenue generation from SMS Voting, Mobile Content Download and Website for each TV program and company3. Business Development : Responsible for searching new business opportunities based on the company's core business and focus on new technology4. Information Technology: Responsible for the whole IT operation – applications, network and day to day operations. 5. Call Center : Responsible for setting up and control quality of the call center of each TV Program by using the outsourcing call center partner6. Other business management tasks: Responsible for continuous improvement of internal processes and proceduresAchievement:1. Setup a new company including manage office relocation2. Develop the Business Strategy & Planning

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  My Call Co., Ltd

  • Bangkok Metropolitan Area, Thailand

  • Managing Director

    • Jun 2004 - Aug 2005
    • Bangkok Metropolitan Area, Thailand

    1. Design the Contact Center Strategy including all the operation planning2. Responsible for the revenue generation and prospecting for new outsource opportunities3. Handle all marketing activities relating to advertising and promotion4. Deliver excellence Outsourcing Contact Center Service whicha. Provide service for both inbound and outbound service including upsell, cross-sell, new acquisition, data entry/data cleansing etc.b. Manage performance by monitoring against predefined KPI and Service Level as well as achieving revenue generation targetsc. Development and implement of people management program5. Ensure in delivering services with excellence quality under cost optimization6. Ensure the optimization and sufficiency of developed and motivated workforce7. Ensure that systems and processes are working optimally at all times8. Create the happy working environment (people touch) in order to encourage and support staff to perform at their highest potentialAchievement: 1. Won a lot of big projects both local and international business such as Spot Reward Card (Tops), DTAC by IEC, manager Media Group, Jet Star Asia, etc.2. Smoothen the transition all the staff movement cause by management buy-out

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  The International Engineering Co., Ltd

  • Bangkok Metropolitan Area, Thailand

  • MD-IEC Technology/SVP- CRM Outsourcing Division (Lastest)

    • Mar 1987 - May 2004
    • Bangkok Metropolitan Area, Thailand

    Responsibilities: 1. Responsible for new business apart from the CRM Contact Center which are Smart Card Business, Membership & Loyalty Business, ID Solutions including IT System Integrator2. Responsibilities were then enhanced to look after all the company activities such as accounting, finance, human resources & administration, information technology, sales and marketing.3. Responsible for a profit center starting from setting the policy, planning, organizing and control all the activities related to the Airtime Provider Business4. Oversee all subscriber service via multi-channel such as Call Center and Service Center5. Plan, organize and control subordinates on the day-to-day operations6. Cooperate with the sales & marketing department in seeking new subscribers7. Set up the marketing activities focused on customer retention and loyalty8. Cooperate with the network operator (TAC) in providing service for IEC's customer base Achievement: 1. Working 17 years of services at IEC with high achievement of career growth a. Marketing Officer 03/1987-12/1989b. Mobile Sales Administration Section Manager 1/1990-1/1991c. Marketing Intelligence Section Manager 2/1991-7/1991d. Financial Department Manager 8/1991-5/1994e. Customer Care Department Manager 6/1994-10/1994f. Assistant Vice -PCN Division 11/1994-7/1996g. Vice President – Service Provider Division 8/1996-10/2001h. Senior Vice President-CRM Outsourcing Division 11/2001-3/2003i. MD-IEC Technology/SVP CRM Outsourcing Division 4/2003-5/20042. Achieving the Best Employee Awards for 5 consecutive years3. Always assigned to setup the new project such as set up branch in department store, setup new division – Service Provider etc.4. Only women assigned to handle in the revenue generating business unit5. To be the first Financial Department Manager and assign to handle the company IPO