Attrition Reduction Project
The project comprehensively addressed recruitment, training, production, and attrition processes to enhance overall efficiency. As a result, attrition was notably reduced by 9%. This initiative not only tackled immediate challenges but also established a foundation for long-term employee retention strategies.
NPS Improvement Project
In this project, our focus was on converting detractors to neutrals and neutrals to promoters. The result was a significant 55-point improvement in NPS (Net Promoter Score).
Headcount Increase Project
In this project, our primary focus was on enhancing client satisfaction, which proved instrumental in doubling our headcount through organic growth in less than a year.
CSAT Improvement Project
In this project, my focus was on implementing Variation Based Management (VBM) within the Operations Team. VBM, a Six Sigma methodology, was utilized to address the challenge of inconsistent performance among agents on a daily basis. As a result, we achieved a notable 20% improvement in Customer Satisfaction (CSAT).
EBITDA Enhancement Project
In this project, I approached revenue generation from multiple strategic angles. As a result, we achieved a significant 1.7% increase in the company’s EBITDA within the first 12 months. This outcome underscores our effective strategies and their impact on enhancing financial performance through diversified revenue streams and operational efficiencies.