At TDCX Thailand, I reviewed reported content against platform standards and maintained 100% accuracy for five months. I also shared content trend insights with Operations and Training teams to improve workflows and user safety.
I facilitated five onboarding sessions, guiding new hires through policies and knowledge base resources. I adapted to policy changes while maintaining confidentiality, security, and data integrity.
At Grab Company Limited, I handled complaints from the Financial Elite customer segment across chat, calls, and email. I resolved 880 cases per month in Zendesk and monitored CSAT surveys, contributing to the Best CSAT Award in 2022.
I trained new hires, cascaded SOP updates, and built team-wide email templates and scripts that saved 50% handling time. Earlier, as a part-time Teacher Aide at VUS English Center, I supported classroom activities and helped maintain at least 98% attendance and student retention.
