Experience

VitalLife Scientific Wellness Center

• Thailand
• Wellness and Fitness Services
• 1 - 100 Employee

• Senior Manager, Telesales and E-mail Management

  • Jan 2021 - Present

  • Develop department/unit goal/actions/ KPIs supporting division strategies and company business plan• Communicate and cascade VMG, strategic direction, department/unit goal, action plan & KPIs to the responsible employee• Setting unit Budget CAPEX, Operating budget, Manpower, Training budget in line with division & business plan• Monitor and review monthly, Quarterly Unit Goal & KPIs Performance and adjust goals as needed with the report to Supervisor/Division Director• Manage manpower (FTE, FT) and position control to ensure that unit goals achievement and smooth operation, both daily and monthly• Plan and supervise all Telemarketing issues in the outgoing calls, e-mail, and online channels such as website, official line account, and Facebook.• Coordinate with the involved team in order to distribute the promotion/campaigns via EDM• Monitor the sale and volume of each promotional campaign and report to the Associate Division Director• Develop and manage marketing strategies to increase revenues and volume of Thai markets targeted• Identify, manage and develop the special project with the team as assigned. Show less

• Telemarketing Manager

  • Feb 2019 - Present

  Subsidiary company of Bumrungrad International Hospital Public Company Limited



Southeast Insurance and Finance Group (กลุ่มอาคเนย์)

• Thailand
• Insurance
• 1 - 100 Employee

• Customer Management Manager

  • Jul 2018 - Jan 2019

  • Manage sales target in Tele-sales team as per company target. • Manage quality of work in Tele-sales team as per company objective and standard of OIC • Manage Tele-sales team in providing information of product and services as well as coordinate with relevant departments for solving customer’s problem. • Manage retention team. • Manage customer satisfaction in claim service and others. • Contact customer for post-sale in confirming insurance document. • Manage insurance payment on K-Bank VEDC Show less



Shopee

• Singapore
• Technology, Information and Internet
• 700 & Above Employee

• Customer Service Project Manager

  • Sep 2017 - Jan 2018

  • Plan and analyze the work qualitative of the Customer Service Department. • Analyze and control department costs associated with BPO, concessions to operate business and staffing. • Analyze, investigate, resolve, and coordinate with related departments to improve the operations and services quality. • Prepare documents related to services and quality improvement of the Department. • Follow up and evaluate the quality improvement and report to Head of Customer Service. • Set up the quality improvement plan for CS agent. • Analyze the agent training needs and coordinate with Head of Customer Service as well as training specialist to review the performance and provide the training. • Set up the service quality monitoring standard by collaborate with quality team. Show less



Bumrungrad International Hospital

• Thailand
• Hospitals and Health Care
• 700 & Above Employee

• Bumrungrad International Hospital, Bangkok. Manager, Contact Center (Operation-Non Nurse)

  • Apr 2011 - Sep 2017

  • Plan and analyze the work qualitative of the Contact Center Department. • Analyze, investigate, resolve, and coordinate with relative departments to improve the operations and services quality. • Prepare documents related to services and quality improvement of the Department. • Follow up and evaluate the quality improvement and report to Department Manager • Provide information and advice to the Chief Operating team on staffs’ customer service quality in accordance with the principle of answering the call measuring of each month. (Average number of monitoring calls in the previous month) • Set customers quality improvement plan for Contact Center officers • Analyze the problems / coordinate with chief operating team and training specialist to review the performance evaluation of staffs. • Set the customer service quality monitoring standard by collaborate with quality team, supervisors, and managers to ensure that everyone is quality oriented. Act as the leader of employees’ engagement improvement. • Prepare report of customers’ opinion regarding customer services of Contact Center officers and collaborate with supervisors to analyze and plan for quality improvement Show less



Scicom MSC Berhad

• Malaysia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Specialist Customer Experience-Specialist Customer Experience - Air Asia and Nokia Project

  • Mar 2006 - Mar 2010

  • Quality monitor accurately for agent on monthly basis as per the guideline and provide feedback session. • Assist and encourage agents in understanding and fulfilling job requirements to convey positive attitude. • Undertake to conduct benchmarking surveys on key service performance metrics. • Collate call monitoring results, analyze and recommend opportunities to TQM Director for continuous improvement. • Providing agents feedback during call quality monitoring & brainstorming for opportunities for further improvement. • Responsible for conducting quarterly client servicing surveys to measure customer satisfaction and loyalty index with clients. • Develop and maintain effective service quality program Convey issues pertaining to quality, concerns and positive reinforcement to CEMs & TQM Director. • Provide quality report on weekly and monthly basis to supervisor both local and regional teams. • Provide the quality report to training department for training needs analysis. • Quality improvement plan analysis. • Quality calibration with Operations team. Show less



Capital OK Co., Ltd.

• Thailand
• Information Technology & Services
• 1 - 100 Employee

• Credit Card’s Customer Support and Services, UAT System

  • Jan 2005 - Jan 2006

  • Credit Card support and services. • Tele-Information about credit card problems, and cardholder assistant. Assistant, IVR system control • Handle customer complaints. • Credit Card support and services. • Tele-Information about credit card problems, and cardholder assistant. Assistant, IVR system control • Handle customer complaints.



Aeon Thana Sinsap Thailand PCL (AEONTS)

• Bangkok Metropolitan Area, Thailand

• Customer Service, Phone Collector

  • Jan 2002 - Jan 2004

  • Tele-Information: all about credit card problems, Hire purchasing and Loan • Phone Collector • Call to customer if customer have arrearage • Tele-Information: all about credit card problems, Hire purchasing and Loan • Phone Collector • Call to customer if customer have arrearage