Chatchon Leesomprasong
Senior Associate - Partner Performance Management & Process
Bangkok
Summary
Experienced Senior Associate with a strong drive to optimize processes and streamline operations, ultimately enhancing team efficiency. Decisive leader with an analytical and flexible mindset for problem-solving. Committed to identifying and implementing innovative solutions that drive organizational success.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Senior Associate - Partner Performance Management
Lazada
10.2024 - Current
- Partner and coordinate with BPO Operations Management PIC to provide timely and effective solutions to service oriented issues on their daily operations across 6 ventures in Southeast Asia market
- Create and manage reports on BPO operations on weekly and monthly basis with manager and higher Lazada management team
- Provide feedback and make recommendations on BPO operations and performance, progress in projects, and partnership insights
- Work with the Process team and internal teams to optimize processes and quality improvement (workflows/escalations)
affecting other stakeholders. Ensure compliance on SOP and process of agents
Partner Operations Manager
TikTok Technologies
09.2023 - 09.2024
- Monitor the execution of improvement plans to ensure BPO is meeting all performance-related metrics (e.g 70-80% CSAT, FRT > 2hrs, 24h Response Rate < 80%)
- Work with the SOP PM, QA, Trainer and internal teams to optimize processes and quality improvement (workflows/escalations) affecting stakeholders
- Provided weekly performance reports and raw data to the BPO for performance evaluation
- Recorded action items and feedback from meetings, assigned ownership to each action item, and tracked completion status
- Conducted prompt communication and facilitated training sessions on SOP and product feature updates
- Supported ad-hoc projects and initiatives as required by business needs
E-Commerce Customer Service Tier 2 Team Supervisor
TikTok Technologies
05.2022 - 08.2023
- Monitor the execution of improvement plans to ensure T2 inhouse are meeting all performance-related metrics (e.g. CSAT > 70%, Buyer’s 24h Response Rate < 75%, Seller’s 72h
Response Rate < 85%) - Aim for T2 in-house agents to handle a minimum of 7-9 tickets/hour by implementing real-time monitoring of agents' status usage. Also, to have agents consistently achieve quality
scores above 90% - Providing case consulting and follow-up on PIC, offering guidance, recommendations, and support to agents handling specific cases or customer inquiries
- Conduct 100% completion rate monthly 1:1 coaching sessions with Tier 2 agents to review their overall performance and establish objectives
- Establish close collaboration with the WFM team to guarantee the smooth operation of shifts, monitor agent absenteeism, and oversee the shift schedule of Tier 2 agents.
Customer Service Supervisor
Lyreco (Thailand) Co., Ltd
10.2021 - 05.2022
- Supervised team of 15-20 customer service employees during designated shift and real time monitored call center traffic with 500+ emails and 250+ calls per day with no more than 3% ACR and 93% service level including the company's social media platforms.
- Established and updated daily/weekly work schedules to account for changing staff levels and expected workloads.
- Investigate and adjusted workflows to improve the operation and provide better service for customers.
- Reported day-to-day/weekly agents' work performance and QA, coached employees through complex problems, 1 on 1 monthly/yearly reviews, and handled customers' complaints
Customer Service Supervisor
Bitkub Online Co., Ltd
10.2020 - 09.2021
- Monitored, mentored, and supervised a team of 20-25 customer service employees in call center with 500+ emails, 400+ calls and 1,300+ live chats per day.
- Reported day-to-day agents' work performance. Also
coached and trained employees through complex
problems. - Led customer service team responsible for managing and helping over 2M client accounts on the platform.
- Performed weekly QA and quarterly reviews of 15-20 employees to measure performance in soft skills, work guidelines, and product knowledge.
- Make sure everyone meets quality and SLA standard.
Education
Bachelor of Education - English Learning Management
Kasetsart University
01.2014 - 01.2019
Skills
- Effective Organization
- Detail-Oriented
- Effective Communication
- Negotiation Proficiency
- Effective Problem Resolution
- Efficient Task Coordination
- Operational Monitoring
Timeline
Senior Associate - Partner Performance Management
Lazada
10.2024 - Current
Partner Operations Manager
TikTok Technologies
09.2023 - 09.2024
E-Commerce Customer Service Tier 2 Team Supervisor
TikTok Technologies
05.2022 - 08.2023
Customer Service Supervisor
Lyreco (Thailand) Co., Ltd
10.2021 - 05.2022
Customer Service Supervisor
Bitkub Online Co., Ltd
10.2020 - 09.2021
Bachelor of Education - English Learning Management
Kasetsart University
01.2014 - 01.2019
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