Dec 2023 – May 2024 · 5 mos · Bengaluru, Karnataka, India · On-site

• Led Accounts Payable and Vendor Relations operations across two verticals, overseeing end-to-end financial processing, vendor engagement, and operational governance within a high-volume retail environment. Responsible for driving process discipline, improving payment accuracy, and strengthening vendor experience through structured execution models.
• Managed two operational teams (20 - 30 specialists), ensuring consistent throughput, quality, and adherence to defined financial and operational controls.
• Drove process re-engineering and root cause–based interventions, reducing aged invoice backlog by ~50% and improving payment cycle stability.
• Improved vendor turnaround time by ~40% through structured communication frameworks, prioritization models, and stakeholder alignment.
• Strengthened quality governance and audit mechanisms, reducing reconciliation defects by ~35% and improving accuracy across AP workflows.
• Implemented capacity planning and workload optimization frameworks, improving team productivity by ~20% and enhancing throughput during peak volumes.
• Introduced performance tracking and operational cadence models, enabling better visibility into processing metrics and improving issue resolution timelines.

Jun 2022 – Dec 2023 · 1 yr 6 mos · Bengaluru, Karnataka, India · Hybrid

• Led customer support operations for Venmo, overseeing team performance, customer experience outcomes, and operational effectiveness within a high-volume, SLA-driven environment. Focused on building structured coaching systems, improving service quality, and driving consistent performance through data-led decision making.
• Managed a team of 20+ specialists, driving performance across quality, productivity, and customer experience metrics in a fast-paced support environment.
• Improved NPS by 20+ points within 90 days through root cause analysis, targeted process improvements, and structured coaching interventions.
• Recognized as “Best Coach” by L&D, and trained 5+ supervisors on coaching frameworks, feedback models, and performance improvement strategies.
• Implemented coaching cadences and performance governance mechanisms, improving KPI adherence by ~30% and strengthening accountability across the team.
• Maintained AHT below 13 minutes while improving resolution accuracy through continuous coaching, knowledge reinforcement, and skill-based development.
• Built performance dashboards and reporting frameworks, enabling real-time visibility into volume, quality, and resolution metrics to support data-driven decisions.

May 2014 – Jun 2022 · 8 yrs 1 mo · Bengaluru, Karnataka, India · On-site

• Led multi-workflow operations across seller services, managing high-volume processes spanning transportation, promotions, and vendor programs. Focused on driving quality improvement, process standardization, and scalable execution through data-driven program initiatives and cross-functional collaboration.
• Delivered 95%+ quality performance vs. 85% target across multiple operational workflows through structured process improvements and performance governance.
• Led quality improvement programs using root cause analysis and continuous improvement frameworks, reducing repeat escalations by ~25% and improving process accuracy.
• Executed cross-functional program initiatives, collaborating with global teams to benchmark best practices and standardize processes across workflows.
• Partnered with change management teams to design and run pilot programs, validating process changes and enabling successful scale-up across operations.
• Built and deployed performance dashboards and tracking tools used by 200+ stakeholders and associates, improving visibility into quality, SLA, and operational metrics.
• Drove process standardization and execution discipline, laying the foundation for consistent delivery across complex, high-volume environments.