Aug 2023 – Jul 2025 · 1 yr 11 mos

Mar 2022 – Jul 2025 · 3 yrs 4 mos

• Operations Manager at Accenture Offered Full time Consulting to Meta on Content Management - Moderation

Mar 2022 – Jul 2025 · 3 yrs 4 mos

• o • Managing a team of 130 content management / moderation analysts and 9 team leads on support services for Meta global products
• Responsible for organizing, categorizing and publish content and information using specific tools and channels, for use by different groups and individuals within the organization.
• The Content Moderation team focuses on reviewing photos, videos, and text-based content and make judgments as to whether reviewed content is in violation of our Client's terms of services.
• To review content that may be sensitive in nature and ensure every piece of content in violation of the client’s terms of services is accurately identified and flagged for action in a timely manner.
• Drive Operational Excellence on process enhancement and client value creation / client experience • Manage hiring and attrition
• Manage and forecast monthly / quarterly / yearly billing
• Prepare, review and submit monthly process billing and invoices

Jan 2020 – Feb 2022 · 2 yrs 1 mo · Bengaluru, Karnataka, India

• o Project: Staples (Accounts Payable, P2P Team Manager)
• Managing a team of 41 and monitoring the quality, SLA, monthly and annual performances
• Involve in the expertise squad and supported 5 different engagements on helpdesk setup
• Preparing PDD and SDD's for the process post identifying the RPA opportunities
• Proposing and presenting new scope/opportunities of business to Add/increase FTE
• Closely working with the Project Management and Operations team during all transitions remotely
• Documenting entire engagement such as DTP's, Maps, Narratives, SLA, and TAT related files

Nov 2018 – Dec 2019 · 1 yr 1 mo

• Project: Iron Mountain (Accounts Payable, P2P Team Lead)
• Lead a team of 21 in Travel & Expense, Invoice processing/payments, and helpdesk which includes voice and mail support
• Managing daily processing of ~1500 claims with employees’ questions/queries/escalation
• Researching and identifying automation tools to improve efficiency and business-related problems
• Scrutinizing invoice and ensuring finance policy is met before processing of invoice
• Auditing processed invoices to ensure correct input of data before running payment
• Closely working with customers, supplier & vendors on various products & services of the company and providing end-to-end business support
• Assisting assistant manager in business enhancement projects; providing analytical solutions to the stakeholders and leadership when required
• Managing vendor master team and request, working with procurement and sales team to on-board new vendors and suppliers

Jul 2017 – Feb 2022 · 4 yrs 7 mos · Bengaluru, Karnataka, India

• Team Manager at Capgemini Offered Full time Consulting to below clients:
• Staples Jan 2020 - Feb 2022
• Iron Mountain Nov 2018 - Dec 2019
• AECOM Jul 2017 - Oct 2018

Jul 2017 – Oct 2018 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Project: AECOM (Accounts Payable, Team Lead)
• Steered daily operation, conducted process training & shared process updates, task allocation, and worked with the team manager towards SLA
• Involved in various accounts payable related enquiries of AECOM, and resolved issues thru various channels (Calls, e-mail, and internal applications)
• Worked with client/onshore team to define process and procedures
• Developed reward and recognition programs for the team

Dec 2016 – Jul 2017 · 7 mos · Bengaluru, Karnataka, India

• Senior Analyst at Accenture Offered Full time Consulting to Google
• Engaged in training and certifying new joiners on various products
• Assigned cases to the QA SME team on a daily basis and managed daily audit reports
• Audited support executives chat, e-mail, and phone responses on the customer queries ensuring quality parameters are met
• Conducted quality calibration sessions for the executives and shared the calibration scores between the manager and client
• Closely worked with the operation team and improved quality scores on a daily basis and extended support to the team with business excellence on quality parameters
• Created training materials, presentations, and assessment modules and coached on the same
• Closely worked with the recruitment team to identify the right skills from the candidates and board them

Jun 2015 – Nov 2016 · 1 yr 5 mos · Bengaluru, Karnataka, India

• Team - HP Aurora (O2C, Team Lead)
• Allocated work assignments and encouraged team to complete timely, managed work quality
• Provided process training to new joiners and shared process updates on a daily basis with the team members
• Conducted OJT and monitored claim processing on a real time basis
• Validated retail claims and liaised with both HP sales team and retail partners to pay the claims
• Worked on MOS reports and shared it with the team manager

Jan 2014 – May 2015 · 1 yr 4 mos · Bengaluru, Karnataka, India

• BT Pension: SME Operation
• Assisted helpdesk agents in responding to issues and information request from customers
• Extended support to managers with production reports and updated the same n the business excellence board
• Analyzed and processed all business functions in support of team leader to maintain quality, quantity, and efficiency of work performed
• Supported Accenture Learning across the globe to provide support on completion of required Accenture Learning courses timely
• the daily operations and to achieve SLA’

Oct 2012 – Jul 2017 · 4 yrs 9 mos · Bangalore

• Clients:
• Google _ Dec 2016 - July 2017
• HP INC _ June 2015 - Nov 2016
• British Telecom _ Jan 2014 - May 2015

Feb 2008 – Sep 2012 · 4 yrs 7 mos · Greater Coimbatore Area

• Timely provided response to queries and satisfied customers about the product
• Ensured accurate collection of data from the customer
• Keep updated on any changes in the product in order to provide right information to the customer
• Handled and transferred prospect customer calls to sales