CHONLAWAN BUNJONG
Operations Team Leader
Bangkok
Summary
Operational Leader with over five years of field experience in team leadership and management, successfully driving employee engagement and operational performance across global service environments. Proven expertise in performance management, coaching, and HR partnership, with a track record of achieving measurable results while fostering a positive and inclusive culture. Proficient in leveraging data insights to enhance the employee experience, improve team effectiveness, and streamline processes. Dedicated to people development, culture building, and aligning team execution directly with organizational goals.
Overview
10
10
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Operations Team Leader
Accenture Thailand
2023.08 - Current
- Managed daily operations to consistently meet stringent KPIs, SLAs, and quality standards in alignment with core business and client objectives.
- Facilitated regular 1:1 coaching, performance reviews, and career development sessions to bolster team engagement and professional growth.
- Executed quality assurance evaluations and implemented feedback loops to enhance accuracy and service delivery.
- Generated structured reports and data-driven insights to inform leadership decisions and drive continuous process optimization.
- Maintained detailed and up-to-date records of leave balances, attendance trends, and team availability to support strategic workforce planning.
- Partnered closely with HR on end-to-end employee lifecycle processes, including recruitment, onboarding, and engagement initiatives.
- Cultivated employee well-being and a positive work environment through proactive communication and timely conflict resolution.
Operations Team Leader
Concentrix Thailand
2022.12 - 2023.08
- Directed daily oversight of direct reports, consistently monitoring performance and attendance to ensure full alignment with organizational policies.
- Facilitated regular coaching sessions, providing strategic guidance to enhance individual performance and ensure the consistent achievement of key metrics.
- Ensured service delivery met or exceeded contractual KPIs and financial targets, significantly driving customer satisfaction and retention.
- Proactively identified performance gaps and developed targeted action plans, implementing decisive corrective actions to restore operational excellence.
- Analyzed critical data for Weekly Monthly, and Quarterly Business Reviews and published comprehensive performance reports to maintain transparency with stakeholders.
- Led regular team meetings to disseminate timely information and foster an inclusive environment for open communication, feedback, and collaborative problem-solving.
Operations Team Leader / Subject Matter Expert
Teledirect Telecommerce Thailand
2021.08 - 2022.12
- Led high-impact pre- and post-shift meetings to align the team with organizational objectives, disseminate process updates, and foster a culture of open communication and feedback.
- Mentored and coached team members and new hires, providing career development opportunities and strategic guidance to facilitate successful integration and professional growth.
- Established clear team goals and collaborated with direct reports to develop execution strategies, progress measurement frameworks, and transparent results-sharing.
- Overachieved contractual KPIs and financial targets while proactively identifying workflow inefficiencies to implement innovative, streamlined solutions.
- Gathered and analyzed user content data to identify trends, enhance the platform experience, and drive data-driven improvements in service delivery.
- Ensured strict adherence to client product standards, community guidelines, and data protection protocols to safeguard sensitive information and maintain 100% compliance.
- Partnered with cross-functional team leaders to refine communication processes and effectively implement large-scale policy changes.
- Identified patterns in reported content and accurately escalated policy-breach issues to global teams for investigation and resolution.
Operations Executive
Gullivers Travel Associates Thailand
2016.06 - 2017.08
- Managed diverse offshore operations and process fulfillment for multiple global regions, including Asia-Pacific, Europe, the United States, the Middle East, and Africa.
- Audited and updated worldwide hotel inventories on the corporate platform, ensuring 100% accuracy and completeness of global data assets.
- Resolved complex client inquiries with high professionalism, consistently meeting turnaround time targets and maintaining high customer satisfaction ratings.
- Proactively identified bottlenecks in operational workflows and proposed recommendations to leadership, contributing to enhanced regional process efficiency.
Education
Master of Science (MSc) - International Hospitality and Tourism Management
Bournemouth University
UKBachelor's Degree - Humanities and Tourism Management
Bangkok University
ThailandSkills
Leadership & People Development
Team Leadership & Mentorship
Performance Coaching & Management
Employee Engagement & Recognition
Conflict Resolution & Well-being
Culture Building
Operations & Analysis
Process Improvement & Efficiency
KPIs/SLAs Monitoring & Management
Data Reporting & Insight Generation
Continuous Improvement Methodologies
Global Service Environment Management
Certification
Team Leader Top Performance Award (FY25) – Recognized for Leadership & Stability
Timeline
Operations Team Leader
Accenture Thailand
2023.08 - Current
Operations Team Leader
Concentrix Thailand
2022.12 - 2023.08
Operations Team Leader / Subject Matter Expert
Teledirect Telecommerce Thailand
2021.08 - 2022.12
Operations Executive
Gullivers Travel Associates Thailand
2016.06 - 2017.08
Bachelor's Degree - Humanities and Tourism Management
Bangkok University
Master of Science (MSc) - International Hospitality and Tourism Management
Bournemouth University