Apr 2019 – Mar 2022 · 2 yrs 11 mos · Bengaluru, Karnataka, India

• Program Management:
• Conceptualised, created and led global projects and programs to help optimise the processes with an aim to build smooth operations for the Global Sales Teams which includes requirement gathering, scope analysis, tool design, training, quality checks, process improvements etc.
• Independently drove end to end projects by implementing innovative solutions and scaling existing initiatives
• Built strong relationships with global Cross-functional Teams to forecast, plan and onboard new projects where the Shared Services team can help in time saving, productivity gain and cost effectiveness
• Worked closely with global leadership teams to align on objectives and deliverables by providing accurate visibility in terms of progress, risks and roadblocks
• Demonstrated leadership in crisis and change management situations
• Collaborated with OI and automation teams to build bots across CRMs for various manual processes leading to 2x faster processing (saving 750+ hrs a month)
• In-house and Vendor Team Management:
• Drove, measured and analysed performance of global vendor teams with 250+ resources, inline with set SLAs & streamlined operational workflows to address any gaps by enforcing relevant checks in place
• Onboarded and managed internal Quality Audit team aimed at improving overall sales partnerships by providing a consistent and reliable customer experience by conducting quality checks for vendor teams, resulting in quality improvement by 38% in less than 3 months
• Scaled & led operations in various global locations by onboarding, training and monitoring teams in 2 new locations in less than a year
• Data Insights:
• Built dashboards for data on the CRM tool to monitor qualitative and quantitative performance metrics, forecast volumes and set delivery expectations on various projects
• Synthesised data into useful formats and brought actionable insights to straddle between details and high level implications of critical business decisions

Feb 2018 – Mar 2019 · 1 yr 1 mo · Hyderabad, Telangana, India

• Onboarded 31 new clients in 3 months with successful ROI

Aug 2017 – Mar 2018 · 7 mos · Bengaluru, Karnataka, India

• Project Management-
• Managed the Apple Support Communities Ratings & Reputation (R&R)
• Independently managed global level-up data administration for the R&R program which uses virtual rewards and incentives to identify great content, encourage active participation and recognize top contributors, and ensuring the program runs smoothly with 100% accuracy and no gamification
• Supported the expansion of the R&R system into 3 new regions and 4 new product lines
• Conducted testing in both UAT and Production environments in collaboration with product, engineering and other cross-functional teams to ensure 100% accuracy for launches on the platform
• Project Manager Badgeville (vendor management )project
• Managed the Platinum Member Program project successfully from ideation to go live phase
• Operations Management- Live Monitored Lounge, a private community of most active users with a member count of 15M across 8 locales, to review content, mitigate spam and unwanted/harmful content.
• Supported the business activities by overseeing and reviewing product configurations and the member discussion with a count of 1.8M posts in FY17
• Shared daily updates, concerns, trends and process improvement ideas by policy creation, enforcement, and enhancement, etc. with the team
• Shared Monthly & Weekly business review metrics reports, across internal and external stakeholder, including key areas of focus and impact created
• Monitored and triaged Apple Communities email box by responding to high priority un-break now issues
• Process Improvement- Identified enhancements to the community advocacy and program, community trends and summarized and reported feedback to stakeholders across the globe
• Identified and reported bugs/ suggestions for improvement, worked with global teams to resolve technical issues, crafted communication for internal and external audiences
• Ran reports, identified enhancement opportunities and implemented new reporting and automation requirements

Dec 2015 – Jun 2017 · 1 yr 6 mos · Hyderabad Area, India

• Program Management
• Allocated daily workload for a team of 12 Full Time Employees and 52 contractors
• Closely monitored contractor performance by looking into their utilization rates, action rates, team huddles and focused 1:1s
• Responsible for training, policy making and quality management for 60+ member team
• Handled Vendor Management for 1+ years for North America Market Team
• Escalations Support
• Handled triaging, follow-up and coverage for all 9650 High-Priority Escalations in 7 months .
• Created escalations guidelines which led to having 100% coverage for escalations in the H2 2016 as opposed to 60% in H1 2016
• Handled Hi-Priority escalations and PR fires
• Created coverage metrics tool for HYD Escalations
• Project Management
• Implemented best-in-class escalations and crisis management processes to improve productivity
• Worked on CO level projects redefining steps to handle critical situations
• Initiated and formulated policy changes to increase user satisfaction on the platform by 6%
• Process Improvement
• Improved overall user experience by 2 points out of 10 by gathering insights and performance improvement ideas through quantitative and qualitative analysis of user’s interactions with Facebook
• Data Analysis
• Built data visualization tables for better operational excellence by gaining deeper understanding on weekly ops numbers using SQL
• E2E Automation audit and quality improvement for all major queues of the market resulting in quality improvement from 95%- 99%
• Quality metrics analysis
• Analyzed various metrics that effect quality and have done weekly deep dives on quality trends along with giving better policy understanding ensuring rep wise quality is >98%
• Identified policy gaps in policies pertaining to betting on FB pages and sale of firearms and filed for a policy change resulting in action rate going up by 12%
• Improved user messages quality from 95% to 98% in 2 Weeks
• Supported 25000 users in 6 months on the platform

Jul 2014 – Nov 2015 · 1 yr 4 mos · Hyderabad Area, India

• Part of the Risk Advisory Services (R.A.S) vertical, providing risk and business insights for Operation Consulting to 16 clients for 1.5 years across Pharmaceutical, Education, Energy, Real Estate, Healthcare, Media & Entertainment, Cement and IT Industries.
• The scope of work including the review and testing of internal controls for various business processes, assisting the management on the effectiveness of the internal controls on processes involving Supply Chain Management -Procurement (Procure to pay) and Sales (Order to Cash),Marketing, Inventory Management,Human Resources, Revenue Cycle Management and SOX 404 compliance.
• Post conducting Risk Analysis on the operations of client companies, recommended clients on managing risk and achieving by improvisation of business performance,resource utilization, optimum usage of capital and reduced revenue leakage.

Apr 2013 – Jun 2013 · 2 mos · Hyderabad Area, India

• Prepared Financial Statements, including Trial Balance, Cash Flow statement, income statement and Balance Sheet
• Assisted in Working Capital Planning
• Learnt how Financial Budgeting and basic auditing is done
• Gained an understanding of the work flows in Finance Department
• Was part of the auditing done by Ernst and Young at Talent Sprint