NIRATCHAYA LAWONG
Project Manager
Taichung
Summary
With a passion for excellence and over six years of experience in management and software project management, I have a proven track record of enhancing team efficiency, resolving complex issues, and delivering successful projects. My expertise lies in overseeing business-to-business software projects, where I excel in program management, strategic planning, and administrative oversight.
I thrive on collaboration, working closely with cross-functional teams to ensure alignment with business goals and timely project completion. My ability to communicate effectively with stakeholders at all levels has enabled me to build strong relationships and foster a positive team environment.
In my previous roles, I have implemented process improvements that increased productivity and reduced costs. I am adept at managing multiple projects simultaneously, balancing competing priorities, and adapting to changing circumstances. My analytical skills and attention to detail ensure that project risks are identified and mitigated early, leading to smoother project execution.
I am eager to bring my commitment, drive, and proven track record of success to your team, significantly contributing to achieving your objectives. My goal is to leverage my skills and experience to support your organization's growth and innovation.
Overview
9
9
years of professional experience
26
26
years of post-secondary education
3
3
Languages
Work History
Project Manager
Jetthai Software Company
6 2019 - Current
- Crafted high-quality product-related documents
- Collaborated closely with team to achieve tasks
- Effective in product standardization and optimization
- Handled emergency situations and compiled reports
- Assessed development results and adjusted plans
- Analyzing market trends and competitor's products
- Assist in analyzing market trends and analyzing and reporting on competing products in the market.
- Actively maintained product knowledge in order to answer basic support requests
- Problem-solved and handled many tasks on multiple projects simultaneously
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Provided detailed project status updates to stakeholders and executive management.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Developed and implemented strategic project plans to meet business objectives.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Coordinated material procurement and required services for projects within budget requirements.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Analyzed project performance data to identify areas of improvement.
- Reported regularly to managers on project budget, progress, and technical problems.
- Maintained open communication by presenting regular updates on project status to customers.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Customer Service Representative
Fanxing International Co., Ltd.
09.2016 - 06.2019
- Provided customer support in Chinese and Thai and English via text and voice channels
- Coordinated issue resolution between customer service and IT engineering departments
- Managed the customer service hotline, effectively addressing and resolving customer inquiries
- Operated an online real-time dialogue system to ensure prompt and efficient user responses.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed and updated databases to handle customer data.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service and Chinese communication officer
Brilliant Digital Marketing Co.
09.2015 - 08.2016
- Delivered proficient customer service support in Chinese through text and voice channels
- Managed customer queries with excellent hotline management
- Demonstrated strong problem-solving skills in customer resolutions
- Ensured efficient responses through an online real-time dialogue system.
- Provided exceptional customer service by responding promptly to inquiries via phone, email, or online chat systems.
- Delivered exceptional customer service through effective communication, listening attentively to client concerns, and addressing issues promptly.
- Implemented data-driven strategies to continually optimize support services based on customer feedback and performance metrics.
- Enhanced customer experience by addressing service issues promptly and professionally, resolving concerns efficiently.
- Established excellent rapport with clients through clear communication and exceptional customer service skills.
Education
Master of Science - Cosmetic Science
Providence University
Taiwan 04.2001 - 04.2015
Bachelor of Science - Cosmetic Science
Naresuan University
Thailand 04.2001 - 04.2013
Skills
Microsoft Office
Marketing
Project Management
Project Planning
Project planning and development
Project tracking
Teamwork and Collaboration
Timeline
Customer Service Representative
Fanxing International Co., Ltd.
09.2016 - 06.2019
Customer Service and Chinese communication officer
Brilliant Digital Marketing Co.
09.2015 - 08.2016
Master of Science - Cosmetic Science
Providence University
04.2001 - 04.2015
Bachelor of Science - Cosmetic Science
Naresuan University
04.2001 - 04.2013
Project Manager
Jetthai Software Company
6 2019 - Current
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