Summary
Overview
Work History
Education
Skills
Personal Information
Special Training And Professional Development
Product And Knowledge Skills
Reward And Recognition
Line Id
Ready To Work
Languages
Work Preference
Timeline
Generic
Sagain Roongruangrong
Open To Work

Sagain Roongruangrong

Las Vegas,USA

Summary

  • Dynamic professional with 20+ years in contact center management, focusing on KPI achievement to meet customer and organizational goals. Demonstrated success in deploying technology solutions and streamlining operations for increased profitability. Acknowledged for outstanding performance and strategic problem-solving capabilities. Strong background in contact center operations and enhancing customer satisfaction.

Overview

34
34
years of professional experience

Work History

Senior Vice President, Head of Operations Business

Siam Commercial Bank PCL
12.2023 - 09.2025
  • To be a center of Operations Business Unit to extend operations people's capability and address internal Operational fundamental and specific skills training needs.
  • Collaborating with SCB Academy to promote development opportunity to increase skillful operational leaders and supporter.
  • To drive and promote better working environment and employee engagement by creating and enabling motivation activity and program supporting operational functions.
  • To drive Operational unit to become AI transformation and data driven operational organization with ESG ambition.
  • Identified opportunities to improve business process flows and productivity.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.
  • Presented and discussed strategy and initiative progress with senior business leaders.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Provided strong leadership to enhance team productivity and morale.

Head of CardX Customer Contact Center

CardX Co., Ltd.
07.2021 - 02.2023
  • Define CardX contact center requirements and take role as Service Scrum Leader of contact center systems and technology applications such as setup new contact center numbering (1468), Salesforce/Mobius, Genesys Cloud Telephony System, Social Media System, AI Chatbot and voice recognition to service and support Credit Card and Personal Loan's customer and also perform UAT test until the implementation of contact center's system related is completed including the design of Automation Work Method (RPA) to increase operations efficiency.
  • Resource Planning & Manage the day-to-day operations & performance of 500 voice and nonvoice agents of CardX Customer Contact Center and Contact Center Operations Support unit to deliver a best-in-class service, meet or exceeding all KPIs and within budget for service and support credit card & personal loan's customer.
  • Determine and prepare the contact center main and back up site so that the contact center operations run smoothly and without any obstacles.
  • Define the strategy for the development of the contact center staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
  • To implement cost effective strategies that will reduce operation costs while maintaining quality of services for customers.
  • To utilize my strong organizational skills to effectively manage multiple tasks and prioritize workloads.
  • Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
  • Conduct periodic reviews to existing procedures and develop strategies for improvement.
  • Implement processes to improve operation efficiency.
  • Analyze various KPIs and report results to various stakeholders regularly to ensure that service levels are met.
  • Ensure proper manpower and deployment planning to mitigate contact center's reduction in productivity especially during peak period.
  • Conduct operational reviews, team meeting and spearhead innovation ideas and initiatives that will enhance service experience and improve operational efficiency.
  • Overall lead in ensuring team deliver the highest standard of service experience towards customer, through various service approach not limiting to guidance them through difficult calls or issues, diffusing unhappy cases, or handling issues that cannot be resolved professionally by the experience of agents.
  • Conduct staff performance review and document staff's improvement plan to keep up service professionalism and operational efficiency.
  • To develop training programs that will help employee stay up to date with new product/process and system technology.
  • Preparing necessary reports, analyzing data to improve processes; ensure resources are properly allocated to maximize productivity and customer satisfaction.
  • Liaise with contact center process team to work with product managers to set up working process for upcoming campaigns, follow up on outstanding cases, and to give feedback for further improvement through customer complaints management committees.
  • Act as the Voice of the Customer, championing change and improvement across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Actively manage incoming calls, call routing to ensure low waiting times and proper handling of calls.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Paid attention to detail while completing assignments.

Senior Vice President, Head of Call Center Operations

Siam Commercial Bank PCL
01.2014 - 06.2021
  • In charge of contact center operations strategic planning, development, staffing, management of Siam Commercial Bank PCL.'s call center and call center operations.
  • Direct functions involving customer management, train, direct and manage call center team of 1,600 agents.
  • Manage and Coordinate action plans for daily operations, establish work priorities and ensure customer inquiries are handled effectively while meeting costs, productivity, and goals.
  • Direct project management efforts in support of company goals.
  • Highlight Achievement:
  • Implement Inbound Selling Project and have operated from Aug. 2008-2010 during off peak contact center period (02:00 p.m.-04:00p.m.)
  • Implement SCB Contact Center Muti Site in nationwide (6 sites in Bangkok and 11 sites in upcountry)
  • Setup Contact Center and dedicated team agent and numbering for Private Banking, First, Prime Customer Segments; 02-777-7799, 02-777-7788, 02-777-7555 to provide service excellent and differentiated.
  • Setup Merchant Contact Center 02-777-7444 to support SCB EDC's merchant.
  • Setup Business Banking Contact Center 02-777-7222 to support SCB's business key account.
  • Establish complaint handling procedure within call center and between SCB's branch and develop reporting to management.
  • Set up case management team to handle customer complaints until solved.
  • Implement Service Differentiated Strategy (5-Way Beyond) to serve customer.
  • Setup Sales Referral Methodology from Call Center to all SCB's branch to refer Sales Referral Opportunity through CRM application.
  • Manage performance daily of inbound and outbound for all teams, monitoring reports and accessing against business goals i.e., Abandon rate, SLA, AHT, Call waiting time, ACW, Service Control benchmarks.
  • Set up SCB Contact Center Staff Roadmap & Key competencies.
  • Design Motivation program for all staff by monthly.
  • Coordinate with involved parties such as product units, branches, and other operations units to develop and improve customer service, work process to ensure effective quality of service and sales process.
  • Identify opportunities for improvement and implement changes within the team with required.
  • Build and facilitate linkage cross functional between quality assurance team and training team to improve staff performance.
  • Define staff's qualification and criteria, identify prospect individuals as well as work closely with HR to recruit these prospects to be call center agent.
  • Revised SCB Contact Center Training roadmap for newcomer and existing staff.
  • Identified and recommended training opportunities by evaluating employee's performance.
  • Manage contact center fulfillment team to ensure customer's request has been done within SLA.
  • Manage overall quality assurance team and customer satisfaction survey team to ensure customer satisfaction is satisfied and coordinated training team, process development team to improve work process.
  • Work with product and marketing groups to identify specific customer service processes for current and new products.
  • Implemented recognition incentives, enhancing employee morale and productivity.
  • Worked with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary action, performance reviews, and discharge disputes.
  • Manage overall contact center IT and work closely with IT: IVR, CTI, WFM, Nice Recording, PABX.
  • Manage contact center Back Office Department: (Administration, Training & Development, Process Development, Planning & Scheduling, Project Coordinator, Fulfillment, MIS & Strategy).

Manager, Head of Customer Contact Center

Thai Samsung Electronics Co., Ltd.
01.2009 - 04.2009
  • Set up Contact Center business plan, strategy, budget and KPI for Thai Samsung Customer Contact Center included call center renovation task force (reorganization, infrastructure, people development, process & system enhancement).
  • Manage and control day-to-day operations to achieve SAMSUNG customer service global KPI.
  • Project Manager to renovate call center work area.
  • Enhance Voice of customer and case management team to do proactive action to prevent customer 's unsatisfied.
  • Maintained professional, organized, and safe environment for employees.
  • Accomplished multiple tasks within established timeframes.
  • Improved safety procedures to create safe working conditions for workers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Manager, Head of Customer Contact Center

Thai Samsung Electronics Co., Ltd.
01.2009 - 04.2009
  • Set up Contact Center business plan, strategy, budget and KPI for Thai Samsung Customer Contact Center included call center renovation task force (reorganization, infrastructure, people development, process & system enhancement).
  • Manage and control day-to-day operations to achieve SAMSUNG customer service global KPI.
  • Project Manager to renovate call center work area.
  • Enhance Voice of customer and case management team to do proactive action to prevent customer 's unsatisfied.
  • Maintained professional, organized, and safe environment for employees.
  • Accomplished multiple tasks within established timeframes.
  • Improved safety procedures to create safe working conditions for workers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Customer Contact Manager (Department Head)

AIS Call Center, Advanced Contact Center Co., Ltd.
08.2000 - 09.2003
  • Three and half years working experience to manage and operate AIS Contact Center with more than 1,500 call center agents at AIS Contact Center (1175) and Serenade Contact Center (1148) to be the information center and contact point to help customers and to provide information about GSM Advanced, One-2-Call services and utilized best practices in overseeing daily operations of a corporate call center, offering the superior services, while monitoring calls and e-mailed for accuracy and quality assurance.
  • Highlight Achievement:
  • Participating in CRM Roll out (Siebel)
  • Manage all AIS Call Center Operations to achieve company's KPI.
  • Define and Implement Service Differentiation for AIS Call Center and enhance Customer Services in 2002-2003 by setup VHV, HV team (Serenade Team) to serve AIS high Value Customer.
  • Setup Corporate Call Center (1149) by planning call center agents' resources by forecasting subscribers in each year to provide the services for Corporate Customer.
  • Enhance customer tracking process to ensure customer complaint resolved and to meet customer satisfaction.
  • Enhanced staff competency and manage an instructional design / development process by using multimedia training and intranet.
  • Implement and enhance call handling by Skill based Methodology and Handling customers by customer segmentation such as Cooperate Team, VHV, Prepaid, and Churn Management.
  • Set up AIS Corporate Call Center 1149 to serve AIS' Corporate Customer.
  • Set up AIS Dealer Contact Center to serve AIS' Dealer.
  • Monitored and reviewed relevant reporting data and produced statistical reports resulting in improved team performance.
  • Led people and achieved results through others and organized and managed multiple projects.
  • Created team rotations to man center effectively during peak hours.
  • Developed process controls and metrics for daily management of call center.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Trained team members on performance metrics and consumer behavior identification.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Helpdesk Leader for Outsourcing Customer

IBM Thailand Co., Ltd.
10.1995 - 10.1999
  • Managed IBM Thailand Helpdesk Center to support IBM Internal user and support IBM external customer such as Esso (Thailand) Co., Ltd., Boots Retails Co., Ltd. etc. And created and develop all technical support manuals.
  • Manage the overall Internal Helpdesk Operations for IBM Internal support and outsourcing Helpdesk Project such as Exxon, Boots, BMW (Thailand) etc.
  • Increase 40 % up to 85 % of service level agreement for IBM Internal Support and External customer.
  • Increase Customer Satisfaction up to 85 %.
  • Maintained team flexibility and embraced change to adapt within dynamic markets.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Led team by answering complex customer questions and mentoring personnel one-on-one.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Collected, arranged, and input information into database system.
  • Frequently inspected production area to verify proper equipment operation.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Customer Service Supervisor

ThaiSoft Co., Ltd.
01.1992 - 10.1995
  • Implemented and managed Customer Service team at ThaiSoftCo., Ltd.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Coached employees through day-to-day work and complex problems.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Education

Master of Labor Welfare - Labour Welfare

Thammasat University
Bangkok
01.1996

Bachelor of Arts - Sociology and Anthropology

Prince of Songkhla University
Pattani
01.1991

Skills

  • Operations management in call centers
  • Execution of goal strategies
  • Corporate communication skills mastery
  • Development of partnerships and alliances
  • Customer service expertise mastery
  • Decision making with problem solving skills
  • Initiatives for enhancing processes
  • Budgeting expertise and financial planning skills
  • Leadership in human resources management
  • Training programs for employee development
  • Leadership in strategic initiatives execution
  • Strategies for enhancing organizational effectiveness
  • Excellence in operational practices implementation
  • Tracking performance through KPIs
  • Expertise in managing mergers and acquisitions
  • Management of recruitment processes effectively
  • Strategies for expanding business operations
  • Oversight of operational management practices
  • Implementation of effective financial strategies

Personal Information

Special Training And Professional Development

  • Customer Contact Center Seminar, Las Vegas, USA, 2005-04-01
  • Lotus SmartSuite Technical Support and Training, Singapore, 1993-05-20
  • DBase IV Training, Hong Kong, 1994-09-08
  • Lotus Approach Technical Training, Singapore, 1994-11-06
  • Symantec Conference & Exhibition, Singapore, 1994-12-03
  • Problem Determination Class, Malaysia, 1996-03-06
  • Helpdesk and Support Centers Conference & Exhibition, Singapore, 1996-09-30
  • Problem Management Class, Australia, 1996-11-18
  • Team & Leadership Skills, 1997-06-12
  • Lotus Notes, 1998-07-01
  • Problem Solving Decision Making (PSDM), 2001-02-01
  • 4 Roles of Leadership, 2001-10-01

Product And Knowledge Skills

  • Salesforce CRM
  • Google AI BOT
  • Genesys Cloud System and IVR Call Flow
  • RPA/RDA system
  • Voice Recognition System
  • Nice Workforce Management System
  • Non-Voice System
  • Microsoft Application: Teams, Microsoft Office, Windows 95, NT
  • CRM System (Siebel)
  • Call Center Telephony System (Genesys)
  • Nice Recording System
  • B2K (Credit Card Applications)
  • Knowledge-base Management System
  • Mobius Software (Card & Personal Loan)
  • E-Point
  • Salesforce Application
  • CCAP
  • CTI, Auto Dialing System
  • Predictive Dialer

Reward And Recognition

  • 2016, The SCB Contact Center, led by Mr. Sagain Roongruangrong participated in the competition and presented its work, winning 3rd place in the field of customer care, group of large organizations in the Asia Pacific region (Bronze Medal Winner for Best Customer service).
  • 2016, Runner up for Customer Service Center in large organizations in the Asia Pacific Region.
  • 2015, The SCB Contact Center, received the award for outstanding Contact Center for Receiving and Solving Problems for consumers from the Office of the Consumer Protection Board (OCPB) together with the ISO Certification Institute (ISO), with outstanding performance in receiving complaints and solving problem for consumers.
  • 2017, The SCB Contact Center, received the award for outstanding Contact Center for Receiving and Solving Problems for consumers from the Office of the Consumer Protection Board (OCPB) together with the ISO Certification Institute (ISO), with outstanding performance in receiving complaints and solving problem for consumers.

Line Id

SAGAINROON

Ready To Work

Immediately

Languages

English
Full Professional

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Salary Range

$45000/yr - $200000/yr

Timeline

Senior Vice President, Head of Operations Business

Siam Commercial Bank PCL
12.2023 - 09.2025

Head of CardX Customer Contact Center

CardX Co., Ltd.
07.2021 - 02.2023

Senior Vice President, Head of Call Center Operations

Siam Commercial Bank PCL
01.2014 - 06.2021

Manager, Head of Customer Contact Center

Thai Samsung Electronics Co., Ltd.
01.2009 - 04.2009

Manager, Head of Customer Contact Center

Thai Samsung Electronics Co., Ltd.
01.2009 - 04.2009

Customer Contact Manager (Department Head)

AIS Call Center, Advanced Contact Center Co., Ltd.
08.2000 - 09.2003

Helpdesk Leader for Outsourcing Customer

IBM Thailand Co., Ltd.
10.1995 - 10.1999

Customer Service Supervisor

ThaiSoft Co., Ltd.
01.1992 - 10.1995

Master of Labor Welfare - Labour Welfare

Thammasat University

Bachelor of Arts - Sociology and Anthropology

Prince of Songkhla University

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