Open to opportunities

Sasitorn Panichawong

@sasitornpanichawong

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Experienced customer service manager with expertise in operations and strategy.

Malaysia

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What I'm looking for

I am looking for a role that allows me to leverage my customer service expertise and strategic planning skills in a dynamic environment that values innovation and teamwork.

I am a dedicated customer service professional with extensive experience in operations and project management. My journey began at Aegis BPO, where I honed my skills in sales and support, managing inbound calls and coordinating with airline headquarters. I then advanced to TDCX BPO, where I served as an Associate Team Leader, leading a management team to achieve KPIs while providing coaching and feedback to team members.

At Shopee, I enhanced long-term strategies across stakeholders, focusing on user experience and operational efficiency. My role involved forecasting manpower needs and managing both BPO and in-house customer service teams. I am also certified in Lean Six Sigma, which has equipped me with the tools to implement effective business strategies and optimize processes. My recent position at Genpact allowed me to further develop my skills in digital marketing and e-commerce, where I successfully set up customer service operations and achieved key performance indicators.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Genpact

Aug 2023 - May 2024 (9 months)

Managed customer service operations for a travel agency, focusing on digital marketing and business strategy. Led project management for customer service device protection, utilizing AI forecasting to meet KPIs. Developed training programs and quality assurance metrics.

Customer Service Project Management Digital Marketing Forecasting KPIs Quality Assurance Business Strategy

Customer Service Manager

Shopee

Sep 2021 - Jul 2023 (1 year 10 months)

Enhanced long-term customer service strategies across multiple channels. Collaborated with workforce management for manpower forecasting and managed BPO and in-house teams to drive contact center improvements.

Customer Management Workforce Management Business Analysis Project Management CRM Systems KPI Tracking BPO Digital Advertising

Operation Labelling

ByteDance (Tiktok)

Jan 2021 - Sep 2021 (8 months)

Focused on operational labelling processes, ensuring quality and efficiency in customer service operations. Engaged in model optimization and user behavior analysis to enhance service delivery.

Operation Labelling Optimization User Behavior Analysis KPI Tracking Project Policy Setting Workforce Management Customer Support Digital Marketing

Associate Team Leader

TDCX BPO

Jan 2019 - Dec 2020 (1 year 11 months)

Led a team to achieve daily, monthly, and quarterly KPIs. Conducted data analysis for business reviews and provided coaching and feedback for team improvement.

Team Leadership KPIs Data Analysis Coaching Quality Assurance Customer Support Communication Skills

Google Ads Specialist

Google

Jan 2019 - Jan 2019 (0 months)

Specialized in Google Ads for large customer sales, optimizing campaigns and providing product support. Managed inbound support channels and sales.

Google Ads Campaign Optimization Customer Support Analytics Merchant Centre Google Tag Manager Inbound Sales Digital Marketing Communication Skills Data Analysis

Executive Sale and Support

Aegis BPO

Aug 2016 - Oct 2017 (1 year 2 months)

Handled inbound calls for travel reservations and support, coordinating with airlines and managing emergency escalations.

Inbound Sales Customer Support Communication Skills Coordination Problem Solving Data Entry CRM Systems Team Collaboration

Education

Degrees, certifications, and relevant coursework

Silpakorn University

Bachelor of Science, Animal Sciences

2016 -

Grade: Second-Class Honours

Studied Animal Sciences with a focus on animal husbandry and agricultural technology. Graduated with Second-Class Honours. Gained experience in Google Ads and social media management.

Universiti Putra Malaysia

Internship, Business Management

2016 - 2016

Completed a Cooperative Internship where I handled inbound calls for travel reservations, sales, and support, coordinating with airline headquarters and managing emergency escalations.