Aug 2017 – Feb 2019 · 1 yr 6 mos · Greater Hyderabad Area

• Investigate complex escalations that violate the Facebook and Instagram Community Standards and assist in mitigating real world harm, preventing platform abuse and improve user experience.
• Worked on projects that drive Process Optimization, Quality, Performance Metrics, Workforce Planning as well as liaising with multiple teams such as Legal, Content and Public Policy.
• Responsible for Crisis-management, and liaison with cross-functional stakeholders across time zones, to ensure a speedy resolution.

Nov 2016 – May 2017 · 6 mos · Greater Hyderabad Area

• Setting up the Calling team, the processes, quality and performance metrics.
• Coordinating with the Vendors and ensuring that the SLAs and Quality are met.
• Evaluating the performance of the team of 17 agents.
• Ensuring the weekly and monthly targets are met without fail.
• Plan and execute the monthly strategies.

Dec 2015 – Nov 2016 · 11 mos

• Responsible for running end-to-end operations for a Vertical consisting of 80+ agents, along with a Team Lead
• Responsible for evaluating and taking action on all escalations related to the vertical.
• Conducting monthly 1-1s for 40 agents who are my Direct Reportees.
• Responsible for the performance management of the Direct Reportees, which include Quartile Management, Coaching and Feedback.
• Performing weekly RCAs as well as Error Analysis and trends.
• Maintain attrition at Industry standards of< 5%.
• Hold meetings within teams to understand the evolution of the work process better and see what best can be done to improve the Process
• Providing and developing work flows to increase Productivity and Quality as well as providing Trend analysis to the client
• Capacity management of the entire Vertical, keeping in mind potential attrition and movement across verticals and teams.
• Creating Daily, Weekly and Monthly Daily Dashboards
• Responsible for ensuring that the CSAT and Quality metrics are met as per the client requirement.

Oct 2013 – Sep 2015 · 1 yr 11 mos · Hyderabad Area, India

• Responsible for running end-to-end operations for the 25 members GSS-Insights Automation Team, who are responsible for generating 3000+ reports per quarter for the Sales team
• Handling of all cross-functional stakeholder communication, both internal as well as external.
• Managing workflow distribution for the team
• Responsible for 100% Quality check for 2 of the report types that are sent to the clients
• Created reports to check the effectiveness of campaigns.
• Responsible for process improvement to elevate the impact on business

Oct 2010 – Oct 2013 · 3 yrs · Greater Hyderabad Area

• Conducted more than 500 1 on 1 counseling and regression sessions with excellent results, as well as assisted in workshops.
• Part of the team that organized the ARRR (Association of Regression and Reincarnation Research) Conventions, where more than 200 people attended.
• Member of the editorial team that publishes ARRR magazine ‘The Eternal Life Times’. This included writing articles, creating the design and look of the magazine as well as gathering information and literation regarding multiple healing techniques.
• Regular columnist for South Scope Magazine.

Jul 2009 – Oct 2010 · 1 yr 3 mos · Greater Hyderabad Area

• Worked with an outbound Order Processing Team to assist with back office sales Order Management for AT&T
• Helped with setting up multiple pilot processes.

Jan 2004 – May 2006 · 2 yrs 4 mos · Hyderabad Area, India

• Helped set up the Disputes team, as one of founding members. A team that helped with resolving credit card disputes.
• Created the training and Quality manuals for the New hires

Oct 2002 – Jan 2004 · 1 yr 3 mos · Greater Hyderabad Area

• Worked with inbound Voice Processes for US clients helping to resolve their credit card issues.