Operations · Process Improvement · Trust & Safety

Operational excellence for complex operations.

I solve complex operational problems by improving processes, using data well, aligning stakeholders, and helping teams perform at their best.

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Yan Naing Soe holding the Team Leader of the Year trophy — Recognition Team Leader
of the Year
2025, Silver TDCX Thailand

Impact at a Glance

0+ Years Experience

0% Recurring Issue Reduction

+0% Market Quality Improvement

0 Promotions to Quality Analytics

Selected Work

Solving complex problems.
Delivering measurable impact.

A selection of projects where I improved quality, simplified operations, supported policy decisions, and developed internal talent.

Quality Systems

From reactive QA to active learning.

Challenge Quality reviews were reactive, so issues often surfaced only after they escalated.

Action Converted QA findings into structured learning inputs to improve consistency.

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Result +10% market quality
in Reason Consistency

Process Optimization

Solving a project-wide tracking crisis.

Challenge Fragmented tracking created blind spots and recurring issue cycles.

Action Standardized tracking so repeat patterns became visible and actionable.

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Result 80% recurring
issue reduction

Policy & Crisis Leadership

When automated rules meet real-world context.

Challenge Automated policy rules blocked legitimate emergency access for end users.

Action Escalated the real-world context and aligned the response with emergency-access needs.

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Result Critical emergency
access preserved

Talent Mobility

Building internal talent pathways.

Challenge High-performing team members had no structured path into analytics roles.

Action Coached internal talent and clarified the pathway into Quality Analytics.

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Result 3 promotions to
Quality Analytics

How I Work

A personal operating framework.

01

Diagnose

Map how the work actually happens, not just how it is documented. Then identify the main constraint.

02

Design

Build the smallest change that unblocks the constraint. Design for the people who will run it, not for the slide deck.

03

Align

Get stakeholders moving in the same direction before execution. Clarity on the “why” prevents resistance later.

04

Measure

Track the metric that shows whether the fix is working, then adjust when the data changes.

Expertise

Where I create measurable impact.

Operational Excellence

Process Improvement

Quality & Performance

Workforce & Talent Development

Stakeholder & Client Management

Policy, Risk & Escalation

Data & Reporting

Recruitment & Coaching

About

A systems thinker who stays close to the people doing the work.

My work brings together operations, people, policy, and data. I use all four to understand what is actually happening and what needs to change.

I build processes with the people who use them. That means understanding day-to-day constraints, listening to the team, and using data to check whether a change is really working.

Over nine years, I’ve worked on quality systems, policy escalations, talent development, and process improvement. I focus on practical changes that can be measured and sustained.

The Intersection

Operations
+ People
+ Policy
+ Data

Recognition & Credentials

Awards, education, and professional credentials.

Award Team Leader of the Year 2025, Silver TDCX Thailand

Award Rising Star Award Project Falcon, 3rd Place

Education Engineering Degree Lashio Technological University

Certification Google Project Management Professional Certificate Google

Certification TDCX Certified Coach TDCX

Credential License to Recruit

Contact

Let’s solve complex operational problems together.

If you are working through a scaling challenge, a broken process, or a team problem, I would be glad to talk.