Customer Service Manager (Project Manager & Operation Excellence) at SPX EXPRESS (THAILAND) CO., LTD. (2025-07 – Present)
Leading customer service operations with focus on project management and operational excellence
- Designed analytical frameworks to measure operational performance, utilization, and impact
- Collaborated with quality assurance and operational excellence teams to establish key metrics and drive improvements
- Coordinated cross-functional stakeholders to ensure alignment before projects rollout
- Managed end-to-end project execution and ensuring alignment with objectives and timelines
- Delivered weekly and monthly performance reviews with actionable insights
- Participated job interview to support leaders for selecting employees
Operation Supervisor (Project Leader) at MOCAP Co., Ltd. (2024-11 – 2025-06)
Supervised contact center operations across multiple channels and managed resource allocation
- Supervised Contact Center daily operations to ensure seamless workflow and service delivery via various channels (Phone, Email, Chat) and log into CRMs (Salesforce, Dynamic 365)
- Performed real-time analytic strategies to align resources with incoming volumes
- Implemented and maintained standard operating procedures (SOPs) to enhance efficiency
- Conducted coaching strategies and team meetings to provide guidance, expertise and correct resource information for agents to achieve client expectations and company regulations
- Coordinated between departments to solve operational issues and improve processes
- Managed scheduling, shift planning, and resource allocation
- Participated job interview to select employees and motivate workforce
Assistant Operation Manager at Gear Inc Services (Thailand) Co., Ltd. (2023-09 – 2024-11)
Oversaw day-to-day operations and workforce management with client coordination
- Oversee day-to-day operations, KPIs, workforce to ensure smooth workflow with relevant departments to ensure compliance and achieve client expectations and company regulations
- Supported Operation Manager for Implementing strategies and decisions
- Acted as liaison or Operation Manager between departments and client
- Implemented coaching strategies providing to Team Leaders and outliers
- Meeting with client, serving as an intermediary coordinator within the organization
- Escalate major situation beyond scope of responsibility
Operation Team Leader at Gear Inc Services (Thailand) Co., Ltd. (2023-09 – 2024-11)
Managed employee schedules and operational data analysis
- Set up, track, monitor, analyze and rearrange schedules for all employees and summarize daily report to operation and client to ensure enough manpower requirement
- Analyzed, managed from data to implement strategies for all operation activities
- Controlled KPIs for members, monitoring both efficiency and quality
- Motivated and formulated strategies to help team achieve productivity and consistency targets
- Implemented coaching strategies and be a consultant for team members to provide guidance and expertise to support team to reach client expectations and company regulations
- Meeting with client, serving as an intermediary coordinator within the organization
- Participated job interview to select employees and manage manpower to achieve billable hours
Real Time Analyst (RTA) at TDCX (Thailand) Co., Ltd. (2022-06 – 2023-09)
Managed employee scheduling and workforce requirement analysis
- Set up, track, monitor, analyze and rearrange schedules for all employees and summarize daily report to operation and client to ensure enough manpower requirement
Senior Workforce Management at Concentrix (Thailand) Co., Ltd. (2020-06 – 2022-04)
Conducted real-time monitoring and data analysis to ensure SLA expectations
- Real-time monitoring, data analysis, and attendance validation are conducted to ensure SLA expectations are met and reported to the manager to meet client expectations
Senior Technical Call Center Support Specialist at Concentrix (Thailand) Co., Ltd. (2020-06 – 2022-04)
Provided customer support and mentorship to junior team members
- Provide support customer and junior via phone, maintain KPIs, mentor specialists and new hires, perform floor walking, and ensure customer issues are resolved
Junior Technical Call Center Support Specialist at Concentrix (Thailand) Co., Ltd. (2020-06 – 2022-04)
Technical support specialist role in call center environment
Assistant Operation Manager at Six Flags (Work and Travel in USA) (2019-05 – 2019-08)
Oversaw day-to-day operations and supported operation manager in strategic implementation
- Oversee day-to-day operations, KPIs, workforce to ensure smooth workflow with relevant departments to ensure compliance and achieve client expectations and company regulations
- Supported Operation Manager for Implementing strategies and decisions
- Acted as liaison or Operation Manager between departments and client
- Implemented coaching strategies providing to Team Leaders and outliers
- Meeting with client, serving as an intermediary coordinator within the organization
- Escalate major situation beyond scope of responsibility
