Signature Projects

Challenge

Advertiser support program facing low customer satisfaction on 'Disabled and Restricted Asset' and 'Hacked Asset' symptoms.

Solution

Created refresher training on top symptoms, enforced outbound phone and screen-sharing adoption, improved knowledge base usage from new hire stage.

Results

• ✓Overall CSAT improvement of 1.5pp
• ✓Specific symptom improvements of 2.1pp and 1.8pp respectively
• ✓Improved customer experience and operational efficiency

Challenge

High volume of incomplete escalations impacting operational efficiency and customer experience.

Solution

Led Quality team to review 900 incomplete escalations, identified top root causes (Missing Fields 35%, Incorrect Forms 24%, Conflicting Information 13%), delivered prioritized recommendations.

Results

• ✓30%+ reduction in incomplete escalations
• ✓Targeted improvements to root cause issues
• ✓Enhanced operational efficiency and quality metrics

Challenge

Extended resolution times impacting customer experience and operational costs.

Solution

Created knowledge management microsite at Genpact with streamlined resources and job aids to improve agent efficiency.

Results

• ✓61-second reduction in Total Resolution Time (TRT)
• ✓$7,016 FTE cost avoidance benefit
• ✓Improved customer experience and operational margins

Challenge

Need for a scalable, measurable functional skills training solution to address quality and operational metrics gaps.

Solution

Designed and implemented the POWER framework (Problem Solving, Ownership, Well Structured, Empathy, Relevant Suggestions) targeting five core competencies.

Results

• ✓Deployed globally to 8K vendor team members
• ✓Contributed to +9pp improvement in top-line metrics
• ✓Created sustainable, scalable training solution

Challenge

Need for standardized sales approach across 8 APAC locations supporting Google programs.

Solution

Created standardized TDCX branded SALES Framework (Seek Connection, Analyze Needs, Lead to Solution, Ensure Agreement, Summarize & Close) after RCA with Quality and Ops insights.

Results

• ✓Highest-ever quarterly revenue of $7M USD
• ✓Awarded 'Gold' Best Trainer by Contact Centre Association of Malaysia (CCAM)
• ✓Framework deployed across 8 APAC sites

Challenge

Launch 3 new vendor sites with 700 team members across different regions within one year.

Solution

Defined and executed robust Launch Plan, Training Curriculum, Graduation, Nesting (0-30 Days), and Early Ramp (30-60 Days) frameworks.

Results

• ✓Successfully launched 3 vendor sites in one year
• ✓700 team members trained and ramped
• ✓Ensured operational excellence from day one