About Thunda Choonukoonphong

  • Experience 8 Years +
  • Work Title Project Management
  • Schedules Full TimePart TimeFixed Swifts
  • Qualifications Master’s Degree
  • Type of Work Both
  • Skills Operations
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Description

Thai linguist professional with 10+ years’ living and working experience in Thailand, China, Singapore, Malaysia and USA leading language service industry projects and customer service operations. Extensive experience in project management, project coordination, localization, translation, proofreading, evaluating, reviewing, editing, transcription, interpreting, quality assurance, quality control engineer, LQE, LQR, and LQA. Work with IT leading companies for different projects such as Nokia, Alibaba, Black Berry, PayPal, Microsoft, Apple and Google. 5 years’ experience in black box testing, software, mobile, application, website, functional, linguistic, ad-hoc, UI, user interface, usability, and regression testing. Skilled in tracking, analyzing, reporting, and re-testing issues. Managed error quality reviewed software bug related issues submitted by team members. Drove increased team performance, processes improvement by identifying opportunities using root cause analysis (RCA), and analyzing data from dashboards. Increased operation efficiency while improving customer service level by creating and implementing tracking matrix and tools to support processes. Experienced in project schedules, communicate with service providers, customers and vendors to define requirements and project timelines. Responsible for initiating, planning and executing projects. Recognized for ability to build, develop, and motivate high-performing multicultural teams to accomplish challenging goals in a fast-paced, deadline-driven environment. Results, deadline and detail-oriented, self-motivated, customer-focus, data-driven, and can-do attitude professional. Core Accomplishments: Transformed department through improvements to revenues, processes and customer service level. Led team to achieve highest market score (customer satisfaction score) and met client’s target goal: Google project.
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Education

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Experience

  • 2013 - Present
    RWS Moravia, CSOFT, and PECTERA

    Self Employed in Language Services Industry (Freelance)

    Self Employed (Freelance) Jun.2013 – Present Lyrics Quality Control: (Transcription: Thai QC) (July 2020 – Present) RWS MORAVIA, Freelance and Remote position (collaborate with Argentina team) Performing over all linguistics quality checks across transcriptions. Running quality control, and providing constructive feedback to the transcriber in order to improve the quality of their deliveries. Developing and introducing Thai transcriber’s guideline for the project. Thai Linguist Evaluator/Translator: Alibaba project (Translation: Thai QA) (Jan.2018 – Jan.2019) CSOFT, Freelance and Remote position (collaborated with Beijing, China team) Post-edited machine-translation output. Proofread the translated text, and responsible for LQE (Language Quality Evaluation) and LQR (Language Quality Rating) for the e-commerce content. Executed translation maintaining the highest level of quality and making recommendations for quality improvement. Provided suggestions and logged any detected errors according to the SOP guidelines. Completed 116,190 word counts. Search Engine Evaluation: Nokia Map project (Software Localization: QA) (June 2013 – June 2016) PACTERA, Freelance and Remote position (collaborated with Beijing, China team) Evaluated the quality of the Nokia Map search engine. Provided feedback and solution for the system improvement. Performed and evaluated different search engine tasks provided by the company.

  • 2017 - 2020
    Asian Services Inc., Akron, Ohio, USA

    Assistant Program Manager (Interpreting and Translation)

    Assistant Program Manager (Interpreting and Translation) Dec. 2017 – April 2020 Asian Services Inc., Akron, Ohio, USA (Jan.2019 - April.2020) Own end-to-end operations and service quality for 3 programs, including operational plans, customer service level, resource management, budget management, process improvement, metrics and deliverables. Responsible for initiating, planning and executing projects. Transformed department through improvements to revenues, processes and customer service level. Report directly to Chief Program Officer. Project Manager / Customer Experience Manager • Developed, implemented and introduced customer-focused culture to the team. Successfully maintained 90% existing customers and increased number of renewal customers. • Introduced and implemented Net Promotor Score (NPS) and survey to promote services, discover potential areas of improvement, and improve customer satisfaction. • Worked with remote staff and service providers to drive consistency of processes and service quality. • Automated business processes and reporting by implementing new web-based SaaS (software as a service), increasing operational efficiency by more than 60% while improving customer satisfaction. • Analyzed data from monthly business plans to identify profitable growth opportunities and trends. • Increased revenue 25% and solved business questions by building data tracking matrix and analyzing dashboards. • Responsible for Thai translation, proofreading, reviewing, interpreting, quality control and quality assurance. Marketing • Introduced cross-selling of services to grow revenues across the business. • Re-designed department website with updated content, modern style and upgraded platform, enabling real-time client communication and data sharing for improved service quality with streamlined work flow. Program Coordinator: (Interpreting and Translation) (Dec. 2017 – Jan. 2019) Identified opportunities to implement process improvements and developed strategic plans to meet productivity, quality and customer-service standards. Led team in transition to new software used by customers, vendors, and service providers. Concurrently oversaw department accounts payable and receivable. Reported directly to Chief Program Officer. • Increased translation business revenue 35% by developing project plans, workflows, budget, and quality control. • Tracked and coordinated project management activities by liaising with internal and external stakeholders. • Took initiative to learn and leverage new technology for operational improvements. Trained coworkers, service providers, and customers in use of new systems and software. • Recruited, interviewed and hired service providers

  • 2015 - 2016
    SELLBYTEL, Kuala Lumpur, Malaysia

    Operations Quality Analyst: Google Play project (Customer experience)

    Operations Quality Analyst: Google Play project (Customer experience) May 2015 – May 2016 SELLBYTEL, Kuala Lumpur, Malaysia Oversaw quality control process, operations, service quality, and project delivery. Managed 12 individual employees and team performance. Led team to achieve highest market score across 5 countries and met client’s goal of 90% customer satisfaction. • Drove increased team performance by identifying opportunities using root cause analysis (RCA), and analyzing data from dashboard. • Prepared and presented Business Reviews (WBR, MBR, and QBR). • Coached, monitored and SME support system based on QA requirements & process. • Initiated peer observation, performance dashboards and team competitions to further improve performance.

  • 2014 - 2015
    XEROX, Kuala Lumpur, Malaysia

    Customer Service Specialist and Team Manager: Apple project (Customer experience)

    Customer Service Specialist and Team Manager: Apple project (Customer experience) Jul. 2014 – May 2015 XEROX, Kuala Lumpur, Malaysia Oversaw team performance, daily operations and customer satisfaction levels. Received Top performance recognition for sustaining 90%+ customer satisfaction ratings for 9 months. • Increased customer satisfaction level 5% by identifying improvement opportunities and providing proper training to team members.

  • 2012 - 2014
    LIONBRIDGE, Beijing, China

    2nd Team Leader/Senior QA: Microsoft 8 project (Software Localization: Application testing)

    2nd Team Leader/Senior QA: Microsoft 8 project (Software Localization: Application testing) Nov. 2012 – Jun. 2014 LIONBRIDGE, Beijing, China Provided leadership support to 12 team members testing and reporting on software issues related to linguistics and functionality, and provided solutions to developer. Trained, coached and monitored new employees and reviewed bug reports submitted. Increased reporting accuracy 10% by implementing shared resources and creating issues checklist.

  • 2012 - 2012
    PACTERA, Beijing, China

    Error Coordinator: Nokia project (Software Localization: Device testing)

    Error Coordinator: Nokia project (Software Localization: Device testing) Jun. 2012 – Nov. 2012 PACTERA, Beijing, China Acted as Asia-Pacific countries point of contact for quality assurance. Liaised between Sub-PM and front-line staff who handled error response and EV tasks. Managed error quality reviewed software bug related issues (linguistic and functional) submitted by team members. Analyzed reported errors in RC and Bugzilla to reduce ignore error ratio and enhance tester’s error sensitivity. Supported Error manager and testers with handling failures and tasks. Increased report accuracy 15% by developing bug report process and providing training.

  • 2010 - 2012
    LIONBRIDGE, Beijing, China and Singapore

    Error Manager/Project Coordinator: Nokia project (Software Localization: Device testing)

    Error Manager/Project Coordinator: Nokia project (Software Localization: Device testing) May. 2010 – Mar. 2012 LIONBRIDGE, Beijing, China and Singapore Managed group of 15 testers and acted as Asia-Pacific countries point of contact for quality assurance. Responsible for bug report quality for all testers in Beijing team. In charge of product’s functionality and linguistics quality for the Thai market. Promoted to management from entry-level role. Received project award as part of pilot project management team that generated business for Beijing team.

  • 2010 - 2010
    SYMBIO, Beijing, China

    Localization Quality Assurance: PayPal project (Website Localization)

    Localization Quality Assurance: PayPal project (Website Localization) Feb. 2010 – May 2010 SYMBIO, Beijing, China Responsible for L10n localization, functionality and web QA testing for Thai market. Reviewed linguistic, localized content, functionality, new features, and marketing materials before going live. Identified bugs and provide solutions to developer.

  • 2008 - 2009
    PACTERA, Beijing, China

    QA Engineer: Nokia project (Software Localization: Device testing)

    QA Engineer: Nokia project (Software Localization: Device testing) Dec. 2008 – Dec. 2009 PACTERA, Beijing, China Evaluated functionality and contents of device in different platforms. Acted as Thai linguistic LQA (Language Quality Assurance) for Thailand market. Created and analyzed test cases. Identified bugs for both linguistic and functional issues. Responsible for product’s software standard before going live in Thailand market.

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Expertise

Localization
Project Management
Project Coordinator
Data Analyst
Process Improvement
Customer Experience
Operation
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Skills

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