Corporate Social Responsibility (CSR) Manager/ Marketing Manager

• English,
• Thai

Education
Master of Business Administration in General Management   

• 1993 – 1995/ National Institute of Development Association, Thailand

Training

• 1992 – Modern Marketing Management, Chulalongkorn Business School – Chulalongkorn University
• 2001 – Customer Operations Performance Center (COPC – 2000 Standard) – The COPC-2000® Standard is a Performance Management Framework delivering results in all contact center operations
• 2005 – Corporate Citizenship Training Program – The Center for Corporate Citizenship at Boston College, The Kenan Institute Asia
• 2007 – Public Speaking and press answering – Hill + Knowlton Strategies
• 2008 – Six Sigma training – Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufacturing and business processes. Received Six Sigma Green Belt Certification.
• Other Training – Completed numerous courses and seminars in Customer Centric, Customer Service, Presentation, Online Marketing.

Notable Accomplishments

• 2012 – Led Microsoft Thailand’s CSR project to achieve the best of America’s Corporate Social Responsibility and community involvement in Thai – U.S. Creative Partnership that build knowledge economy job skills and engage Thai counterparts in public – private development.” Recognized by KRISTIE A. KENNY, Ambassador.
• 2012 – Led Microsoft Thailand’s CSR project to be one of 11 finalists worldwide for the 2012 Secretary’s Award for Corporate Excellence Thailand selected by the U.S. Department of State.
• 2012 – Led Microsoft Thailand’s CSR project to win American Chamber of Thailand Corporate Social Responsibility (CSR) Excellence Award 2012. Silver Status.
• 2011 – Led Microsoft Thailand’s CSR project to win American Chamber of Thailand Corporate Social Responsibility (CSR) Excellence Award 2011.
• 2010 – “Top performer” in driving exceptional customer satisfaction level and employee customer-focused level among Microsoft in Asia Pacific Country (APAC). APAC country includes Thailand, Australia, New Zealand, Korea, Singapore, Malaysia, Philippines and Indonesia.
• 2009 – Received recognition plate from Former Thailand Prime Minister Anan Panyarachun for Microsoft Corporate Social Responsibility work.
• 2008 – Achieved Six Sigma Green Belt Certified.
• 2007 – Led Microsoft’s CSR project to win “the first prize” of American Chamber of Thailand Corporate Social Responsibility (CSR) Award.
• 2006 – Be one of a few persons in the company receiving Gold Star Bonus Award
• 2006 – Outstanding Contributor Award
• 2006 and 2004 – Won Microsoft (Thailand)’s Customer Centricity Hero Award

Professional Experience
CSR Focus Co.,Ltd. – A CSR consultant and implementation services company.
2 years experience in Managing Director role , 10/10 to present. Microsoft (Thailand) Ltd is a major customer of the company.

• Helping organization enhancing a reputation as a responsible stakeholder in the country. Assists in achieving commercial success with evidence of linkages between sustainability and long-term profitability.
• Project management from initial analysis, strategize CSR projects to implementation. Accomplish in directing operations of multiple stakeholders internal and external including customer’s internal employees, non-governmental organizations, Thai government ministries, business partners and customers, communities, presses and others.
• Plan, develop and implement an integrated communications plan to generate public awareness through both online (web, facebook) and offline (brochures, events, VDOs).
• Works with PR team to craft messages for press releases in both English and Thai.
• Building and fostering relationship with government agencies, local and international NGOs.

Microsoft (Thailand) Limited — Bangkok, Thailand                          
4 years experience in Community Affairs Manager role, 7/05 to 6/09.
1.4 years experience as a consulting while taking Customer and Partner Experience Manager role, 7/09 to 11/10.
4 years experience in Customer and Partner Experience Manager role, 7/03 to 6/05 and 7/09 to 11/10.
3 years experience in Customer Relationship Management Manager role, 12/99 to 6/03
Community Affairs Manager (CSR Manager) – Selected contributions included:

• Lead the development, orchestration and implementation of an effective Microsoft corporate social responsibility strategies, policies, programs, and practices. Partnership with key stakeholder groups in the Company, strategic stakeholders such as government agencies, Non-governmental and campaigns to enhance the company’s long term image and reputation with respect to corporate citizenship. Monitor, evaluate and advice on best practices in corporate social responsibility and keep leadership team informed.
• Build and maintain relationship with stakeholders. Partnership with multiple government agencies and strategic non-governmental organizations to translate corporate social responsibility strategy and goal to reality. Projects included working with Ministry of Education and 4 NGOs to established 45 Community Technology Learning Centers nationwide with regards to help 100,000 people in underserved communities to learn IT, join hands with Ministry of Labor and a national NGO in elevating IT skills for workforce in order to get job or better pay with expect to benefit 400,000 people in 3 years, supporting Ministry of Social Development and Human Security to build IT capability to over 200 NGOs and donate software.
• Possess passion in driving volunteering and disaster response. Over 800 volunteering hours from employees, employees families, business partners, customers and vendors contributed to social work.
• Work closely with PR team to increase company visibility, generate over 70 press releases and 10 top stories as a result of working in close partnership with the Company’s public relations team to develop effective external communications strategies. Pro-active communicated corporate social responsibility program updates internally through company meeting session, newsletter, brochure, events, website and email regularly.

Excellent oral, written, presentation and interpersonal skills. Proven experience as an effective public spokesperson, great communicator and advocate; possess a strong desire and necessary attributes to proactively advance policy positions through high impact external engagement in small and/or large group settings.
Customer and Partner Experience Manager – Selected contributions included:

• Respected leader of customer and Partner-focused teams (Local and international); instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all related plans.
• Excellent organizational and leadership skills, as well as a strong client service focus, business acumen and the ability to work efficiently, prioritize workflow, deal with ambiguity, meet demanding deadlines and manage multi-dimensional projects in a fact paced environment.
• Effectively working with VP of Sales, Marketing and Customer Service to identify and formulate relationship strategies and programs that produce business value and favorable customer experiences. The strategies are varying in engaging from enterprise to small and medium business as well as business partner relationship.
• Drive customer satisfaction survey process, measuring customer satisfaction, analyze customer feedback. Closely monitor customer satisfaction and recommend approaches companies to better serve customers. Result as biggest gain in satisfaction score survey in 2010 among Microsoft in APAC at Net Satisfaction score 140 versus the average APAC of 132.
• Working with cross functional team to elevate Microsoft (Thailand) internal employees on customer centric level. Highest score among APAC. Great result of customer centric score shown 162 versus APAC average score at 146 in 2010.
• Implementing Integrated Marketing Communication and online strategy to engage customer and enhance customer experience. Work close with public relations and marketing team to develop and communicate “Microsoft CARE” strategy and product offering.

Customer Relationship Management Manager – Selected contributions included:

• Managed Microsoft (Thailand) Contact Center includes customer service personal and manager. Charged with managing an effective organization to realize maximum utilization of employee’s talents and capital resources. Coaching and monitoring team leads and representatives as well as promoting quality and accountability throughout the team.
• Supervising the customer service representatives’ team so overall departmental service and productivity goals are met including ensuing that all the customers receive immediate service.
• Handles highly complex customer or service issues.
• Following up with complaints or inquiries of customers. Lead virtual team to acquire appropriate resolution for customers and company during tough situations and forwarding customer concerns to upper level management when required.
• Utilizing Siebel CRM tool to help marketing team run loyalty program, create, execute campaign to generate sale leads, help sales team get insight into what to sell and who to sell it to, track results, and analyze campaign effectiveness.
• Data Quality Management. Oversee development and implementation of marketing database and mailing list. Determines data to collect with respect to customer data privacy and analyzes information as appropriate. Monitors database activity and file usage, and ensures necessary resources are present so that databases function properly. Managed team for database profiling to meet business need.
• Organizes and host customer conference and events, customer visits.

Intranet (Thailand) Co, Ltd. — Bangkok, Thailand   
Country Sales Manager, 10/97 to 11/99

• Led sales team to distributed high quality computer peripherals to 300+ business partners mainly in Bangkok and major provinces.
• Responsible for creating and being accountable for delivering financially responsible monthly, quarterly, and annual financial plans.
• Directed and motivated 14 workforces included sales team, service and support team, marketing and accountant to meet company business goal and managed P&L, sales, inventory, merchandising and cost controls.