Kantamanee Bai-ngern

Organization Development & Project Management

• Lead Humatrix PMS testing & validation → 100% issue-free go-live, seamless adoption across BUs.
• Lead internal communication initiatives: own HR e-newsletter (12-month editorial plan & all content), manage employee engagement activity comms, reaching 1,000 employees / 10+ BUs
• Design & launch e-learning programs → aligned with TNA & workplace trends, drove enterprise-wide upskilling.
• Oversee regulatory training docs for Dept. of Skill Development & Ministry of Labor → 6+ entities / 600+ employees, ensuring compliance & audit readiness.

Learning & Development

• Conducted TNA; implemented learning strategies & programs (classroom, virtual, e-learning).
• Designed & delivered onboarding, PMS, and leadership programs for managers & ICs.
• Developed full-cycle e-learning courses: research, content, scripting, voiceover.
• Submitted mandatory training docs to Dept. of Skill Development / Ministry of Labor across 5 entities, 600+ employees.

Training & Onboarding

• Created onboarding plotter and training materials for 100+ customer service agents.
• Managed BPO trainers' performance to align with company standards.
• Analyzed data to identify gaps; developed weekly, quarterly refreshers, & Train-The-Trainer content.
• Conducted weekly cascades for in-house & BPO teams to ensure consistent updates.
• Managed knowledge base system, centralizing updates & key resources for agents

Localization & Linguistic Quality

• Managed E2E localization of 10+ game titles (EN→TH): translation, proofreading, and LQA.
• Developed Thai linguistic style guides and translation references to standardize tone and terminology.
• Collaborated with project managers to resolve linguistic and cultural issues pre-launch.
• Evaluated pre-employment language assessments for CS and localization roles.

Customer Service & Player Support

• Delivered consumer service with a 4.5/5 CSAT and high resolution rates.
• Managed 70+ tickets/day across 5 games.
• Summarized daily bug, issue, and feedback reports for developer teams.
• Assisted players via Helpshift, Facebook, and social platforms.