Tras Obswan has over 10 years of experience in change management and customer behavior analysis. He has led numerous projects analyzing customer behavior across various industries to provide strategic recommendations to clients. He specializes in developing service cultures and internal feedback systems to drive customer centricity. Tras received Gallup's highest awards in 2014 and 2015 for his contributions growing accounts over 100% and managing projects with high satisfaction and utilization rates.

1. TRAS OBSUWAN
1/99 Mantana Village, Tiantale 28, Tiantale Rd, Bangkok, 10500, 0811233672; Tras_a@hotmail.com
Professional summary
Last 4 years, I led the change management projects for different kind of industries such as financial service sector,
consumer product, real estate through customer/employee behavior insight. I also led Asia banking study across Thailand,
Malaysia and China to understand consumer behavior and provide key strategy to retail banking to drive customer engagement.
Drawing from my understanding of Gallup's employee engagement and marketplace practice, I designed the project structure and
created solutions that optimize client business performance. I also designed service value and spent more than 400 hours
coaching and training managers on implement sale and service at retail banking. In addition, I designed and implemented the
internal feedback system for one of largest bank in Thailand to improve its internal collaboration and activate customer centric
strategy. I worked with a conglomerate client to activate group’s core value to drive its business performance sustainably. On top of
the consultative works, I co-conducted Accelerated Strength Coaching public class in Thailand to certify 10 strength coaches in
2015.
During 2014 and 2016, my contribution helped the accounts grew more than 100% with the highest customer satisfaction
score conducted by Gallup head office also, I managed the largest project with highest % internal utilization rate. I received royal
start award from Gallup head office in 2 consecutive year in 2014, 2015 which is the highest award in Gallup.
Professional Experience
Account Lead at GALLUP June 2012 – Present
 Managed project for 80% of Bangkok portfolio with the highest client impact score through Gallup customer satisfaction survey
conducted by Gallup head office and establish new relationship with customers to expand Gallup business
- Retail Banking industry, consumer product industry, Real estate industry
 Provided customer insight and retail strategy to help banks achieve the business goals
- Defined scope of work, developed consumer behaviors questionnaire, analyzed customer insight, and provided
key strategy by quarterly to executive team
 Developed and implemented sale and service culture at the customer facing team as well as supporting team, leading to
increase customer engagement
- Developed service value, designed sustainable plan, and implemented service culture
- Led 700 managers coaching call and conduct management training program to reinforce service culture at local level
 Created and conducted manager change initiative program helping the chronic underperformance branches
- Diagnosed the underperformance branches and provide key strategy at branch and organizational level
- Created and conducted behavior change workshop at branch level in order to change staff’s attitude and build customer
centricity, resulting in helping 80% of chronic underperformance branches

2.  Recommended company strategy related to human resource management, development, and engagement in different kind of
industries.
- Defined scope of work, developed questionnaire of employee behavior, and provided employee engagement strategy by
analyze the employee’s data.
- Coached client executives and senior leaderships individually to build team engagement
 Developed internal advisor program to help the organization build internal capability to drive employee engagement
- Conducted training program for 50 senior management level and developed sustainably plan
 Co-conducted the Accelerated Strength Coach public class in Thailand
 Built the organizational culture by activating its core value and integrating performance measurement system
- Designed scope of core value project, diagnosed current organization status, provided key strategy and integrated core
value into performance measurement system
 Installed internal feedback system for top bank to drive the customer centricity goal
- Defined scope of work, conducted qualitative study, provided key recommendations
 Led ASEAN study project to understand consumer behavior insight across Thailand, Malaysia, and China compared with USA
- Designed the study through led the consultant team to analyze data through shared key strategy for retail banks
- Created and provide strategy to banks in order to create customer centricity using Thailand customer insight data
 Provide marketing strategy in order to create brand awareness effectively
- Designed the study through led the consultant team to analyze data to understand customer behavior/attitude/and right
marketing channel
- Analyzed customer segment based on the data and provided strategy how to create brand awareness
 Implement short cycle management for retail banking to drive effectiveness of change management program at branch level
- Designed the structure of Short Cycle management program and implemented in order to increase cross sale number
 Guest speaker at PMAT event
- Presented “What best manager do differently”
- Chairperson in “How to build and transform culture”
Business Analyst at TATA Steel Thailand June 2008 – January 2010
 Conducted market feasibility studies on capital projects; performed risk analysis and techniques to analyze capital
expenditures, make recommendations for project implementation; leading to improved ROI
 Managed the existing projects using performance metrics and present to upper management; resulting in enabling
management to better choose projects
 Worked with Thai government to forecast the domestic steel demand to optimize the production capacity level
 Analyzed competitors’ financial statement in order to understand the competitive landscape more accurately
 Analyzed correlation between sale growth and environmental impact, and implemented a clean development machine project
to reduce carbon dioxide by 10%

3. Process improvement engineer at VT Garment July 2007 – February 2008
 Implemented Kanban System and Lean manufacturing to improve plant performance and inventory management; resulting in
$100,000 reduction within 3 months
Education
Thunderbird School of Global Management Phoenix, AZ, USA
MBA in Global Management. Specializations: Finance/Supply Chain/Operations September 2012
Kasetsart University Bangkok, Thailand
BS in Industrial Engineering March 2008
Additional Information
Languages: Thai (native); English (fluent)
Computer Skills:
Additional Skills
MS office
Strength trainer, Short Cycle Management coach trainer
Honor and reward: 2013-Gallup worldwide Rising star, 2013, 2014-Gallup Bangkok Most valuable player,
2014, 2015-Gallup worldwide royal star