Senior Project Manager

• Apr 2020 - Present

AVP

• Jun 2011 - Apr 2020

1. Oversee and manage the functionality, utilization and effectiveness of telephony and database systems of Customer Contact Center, Telesales to meet its operation needs. 2. Set automates process and procedure to have productivity gain and better work quality of staffs and agents3. Plan, design and provide full support to find out new technology and solution, including maintaining automated system applications to assist Contact Center & Telesales users in daily operations. 4. Work closely with vendors to ensure the technical support and post sales to all purchased network and database systems which is PABX, ACD (Automatic Call Distribution), CMS (Call Management System), Nice Perform (Voice Recording, Screen Capture and Quality Planner), IEX (Workforce Management), One-X Softphone, IVR and RightFax (Fax Server) are satisfactory and any system problems related are properly rectified within reasonable time frame and all requirements given have been completed and align within project deadlines.5. Formulate disaster recovery, execute plan when Contact Center operation is seriously affected.7. Co-ordinate with key managers in Contact Center in order to ensure that any user requirements related to front end applications are properly address.8. Contact internally with IT and MIS departments to solve user request issues and make sure they have been resolved within proper time period.

ManagerII

• Jul 2000 - May 2011

1. Oversee and manage the functionality, utilization and effectiveness of the database systems and telephone infrastructure of Call Center2. Work closely with Head of Call Center, operations and other counterparts in Call Center to achieve missions and objectives of Call Center.3. Project Manager on implementation new CRM (TIPS) & CTI, giving requirements for CRM project such as Customer Service and Telemarketing function, Single view of Customer, Automation Workflow Management Module, Incentive Compensation Module, Voice of Customer Module, Complaint Management Module, Floor Messaging.5. Project Manager on implementation Knowledge base Management with Microsoft SharePoint6. Closely monitor the status of projects in Call Center to maintain the overall project timeline and control the overall project cost. 7. Oversee the usage of systems equipment and databases to ensure that there are sufficient resources to support existing and planned call center operations.8. Interact with AIA business units in Hong Kong to gather and refine requirements for changes, and manage delivery expectations.9. Design and implement the infrastructure, technologies and processes for the business partners to ensure Customer Service and Telemarketing operations are fully complied with Company’s standards and local laws & regulations.10. Work closely with various counterparts such as Marketing Team, Profit Centers, In house/ Outsource Call Center, Sponsors, etc in implementing the Telemarketing system modification / customization (if required), designing activities documentation in CRM for launching individual telemarketing campaign

Programmer Analyst

• Apr 1996 - Jun 2000

All Functions in SDLC (Systems Development Life Cycle1. Consult customers. 2. Gather and analyze information of existing system and new requirement. 3. Translate business requirement to technical term for programmer to code program. 4. Design and customize application for customer to match their requirement. 5. Test application and conduct UAT with customer. 6. Implement and deploy application on customer site including set up database. 7. Conduct training class for customer. 8. Create system documents. 9. Support, maintain and serve customer after system go live. 10. Develop report by Crystal Report program.Achievement Project:1. Forensic Institute Project (Work as Programmer Analyst), developed with Visual Basic 4.0 and Microsoft Access as Database2. Royal Thai Police System (Work as Programmer Analyst), developed with Visual Basic 4.0 and Sybase Version10 database 3. POLIS Project (POLice Information System) (Work as Programmer), developed by Visual Basic 4.0 with Oracle and Sybase Version10 as database.4. King Mongkut’s University of Technology Thonburi Project (Work as Programmer), developed by Visual Basic 4.0 and Crystal Report Version 5.0 with Informix as database.5. Securities and Exchange Commission Project (Work as Programmer), developed by Microsoft Visual Basic 3.0 and Crystal Report Version 5.0 with Oracle database.6. Department of Land Transport Project (Work as Programmer), developed by Microsoft Visual Basic 6.0 and Microsoft Visual InterDev, Crystal Report