Experience

TechStar (Thailand) Ltd.

• Thailand
• IT Services and IT Consulting
• 1 - 100 Employee

• Product Development Manager

  • Jul 2016 - Present

  · Identify new business opportunities and key competitor.· Develop and implement a new product feature to enhance and fulfill business requirement and customer’s needs.· Prioritize ongoing tasks within projects to ensure the development plan is aligned with business roadmaps, requirements and delivery commitments.· Develop UAT test-case · Deliver troubleshooting and training to end users · Predict possible risks for projects and the appropriate resolutions to avoid risk.· Tracking progress to ensure the development plan is on schedule and aligned with marketing plan.· Report, generate statistics, monitor application, portal implementation and development. Show less

• Marketing Manager

  • May 2014 - Jun 2016

  · Develop digital marketing and social media plan / strategy to achieve company goals.· Devise strategies to drive online traffic and sign ups.· SEO structure development for website· Media campaign budget controlling by optimizing digital campaigns · Oversee the digital marketing channels such as website, SEO, SEM, Facebook, Email, Google AdWords,etc.· Responsible for back office support including local IT support, telephone services setup including callspiel and workflow, automated direct mailing service setup, company registration and web hostingsetup.· Networking in major tech events in Bangkok. Show less



JobStreet Recruitment Thailand Co.,Ltd

• Corporate Care Manager

  • Nov 2012 - May 2014

  Joined the Thailand office as Head of Corporate Care to manage up to 20 front and backend customer service executive to ensure clients are being supported proactively and professionally. Key responsibilities: • Strategic planning and decisions making, especially in the area of creating core competency for our product, customer services, solutions and service delivery. • Develop and optimize processes to allow the business to grow and efficiently operate. • Maintain and improves call quality by monitoring system performance, identifying and resolving problems. • Handle day-to-day operations and complaints to ensure prompt and effective resolution to meet client’s expectation. • Analyze and set short term and long-term strategies for the customer service team. • Manage overall performance of the department, drive the team to improve / achieve monthly and yearly targets. • Research and analyze problems and suggest solutions. • Initiated and developed new projects to improve customer service level of satisfaction and achieve group KPI targets. • Recruit, train, lead and motivate team in order to be able to offer efficient and exceptional client service • Coach and encourage the team to be verbal for best practices and problem solving skills. • Ensure JobStreet.com brand and clients’ brand are accurately represented on the website. • Develop in house training for sales and customer service team to enhance the quality of service and support. Show less



AQ Services International Sdn Bhd

• Senior Business Manager

  • Jan 2012 - Dec 2012

  • Client management to sports retail, banks and insurance company. • Provide consultant and recommendations to clients. • Implement in house Mystery Call project and recruitment plan for remote locations. • Talent management: Evaluate team performance and maximize talent for team to grow in the organization. • Resource planner management• Oversee Budget planning and management for the project. • Editor to company quarterly newsletter.

• Business Manager

  • May 2010 - Jan 2012

  • Provide coaching and consultancy to clients in 3 different countries on their monthly performance on a Monthly basis. • Analyze, develop, design and execute Master Class training content. • Conduct Master Class training sessions in over three countries namely Malaysia, Philippines, and Thailand. • Develop and implement rewards and recognition program for our Key client retail associates. • Overseeing budget and expenses within the project.• Monitor and evaluate retail store performances progress in customer services with aims to drive sales and conversion rate.• Maintain close communication to frontline associates (retail staff and store manager). • Actively involved with the business development team to present the project to new prospect clients. • Review questionnaire to make sure they are relevant to current practice. • Online system troubleshooting to ensure mystery shoppers/auditors is able to submit their report. Show less



Western Union

• United States
• Financial Services
• 700 & Above Employee

• Operations Team Leader

  • Aug 2008 - May 2010

  • Develop training materials and guideline to assist Front Line Associates (FLA). • Training both on technical and on customer service in key provinces throughout Thailand. • Actively involved in implementing location audit to key successful locations. • Conduct mystery shopping to ensure customer service/ knowledge have improved in key dormant locations.• Support new agent’s Customer Service Center (CSC) to manage over 570 locations.• Database Management- manages locations in Thailand to ensure accuracy. • Actively involved in research development to expand business target group amongst SME. • Liaise with technical department worldwide to assist agent with any technical issues.• Initiate new work projects to meet projects assigned.• Monitor all 7 agents’ performance to identify problem where training or brandings are needed.Project management – Responsible for planning, organizing, and implementing on projects assigned to ensure locations are Well Branded, Well Merchandise, and Well Trained. • Actively involved in overseeing new agent roll out, including training, and network management to ensure location is “Ready to Serve”• Supervised 5 Field Support Executives and 1 Trainer to effectively implement location audits and conduct mystery shopping to ensure location is equipped with knowledge and branding materials. • Team Budget control and management. Show less

• Trainer

  • Aug 2007 - Aug 2008

  • Actively involved to execute training and feedbacks to over 2400 locations that produces over 55% of country’s revenue. • Became a sole on-site location trainer to maintain and improve service knowledge. To ensure full customer satisfaction in Front Line Associate’s knowledge in both customer services and transaction processes. • Conduct mystery shopping to key dormant locations, to guarantee improvement. • Installed, rectified and troubleshoot any software problems the locations have encountered effecting Western Union services• Actively involved in planning locations • Represented the team to present Thailand’s operation key findings and improvement to Asia Pacific Operations Director. Show less