Nattamon Sirisawat

Call Center & Operations Manager with 14 years of experience in BPO and in-house environments. Experienced in building and leading teams (up to 30 HC), driving CSAT (85%+), and improving operational performance through KPI management and process optimization.

Call Center Manager at MeSpace Self Storage (SCGJWD Logistics) (2023-10 – Present)

• Built and structured contact center operations from the ground up to support Marketing and Operations teams.
• Manage voice and non-voice customer channels to ensure service quality and operational efficiency.
• Developed and implemented SOPs to streamline workflows and improve response time.
• Led recruitment, onboarding, coaching, and performance management processes.
• Analyzed customer feedback and operational data to recommend service improvements.

Project Leader (Call Center BPO) at MOCAP Limited (2021-10 – 2023-04)

• Built and led call center operations of up to 30 agents across multiple client accounts.
• Managed end-to-end project setup and operational launch for brands including Shopee, MuvMi, BYD, Cloud HM, SHARGE, and Teladoc.
• Achieved and maintained CSAT at 85%+ through structured KPI governance and performance coaching.
• Conducted workforce planning, team recruitment, and onboarding to ensure operational readiness.
• Performed root cause analysis and implemented corrective action plans to improve SLA compliance.
• Led monthly business review meetings with clients to align on performance targets and service improvements.
• Delivered premium-level service to high-profile Serenade Platinum customers.
• Managed complex cases and ensured high retention through tailored service solutions.

Customer Service Manager (BPO) at Global Service Center Ltd. (2019-05 – 2021-10)

Managed BPO operations across AIS, Watsons, SMS Content, Telesales (Beauty Courses), Online Learning Programs, Dtac D2B, and NHSO projects.

• Led team of up to 20-25 agents across various service lines.
• Oversaw KPI tracking, SLA monitoring, and service quality assurance.
• Implemented structured coaching framework to improve productivity and reduce service escalations.

Personal Assistant (Call Center – Serenade Platinum) at AIS (Advance Contact Center) (2012-02 – 2019-05)

• Delivered premium-level service to high-profile Serenade Platinum customers.
• Managed complex cases and ensured high retention through tailored service solutions.

Bachelor of Accounting in Accounting – Mae Fah Luang University (2009)