Maharshi Thota

Operations Associate

Visakhapatnam, Andhra Pradesh, India11 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years of experience in operations leadership.
Expert in compliance, efficiency, and service excellence.
Certified in Operational Excellence and Six Sigma.

Stackforce AI infers this person is a seasoned Operations Leader in the FinTech and B2C sectors.

Contact

Skills

Core Skills

Operations ManagementProject ManagementCritical ThinkingCustomer ServiceRisk ManagementContent ModerationOperationsLeadershipSoftware TroubleshootingPerformance Management

Other Skills

Business Relationship ManagementBusiness InsightsTeam LeadershipAdministrationCommandDaily OperationsAnti-Money LaunderingCryptocurrency TradingBusiness Process ImprovementData AnalysisClient CoordinationCommunicationFinancial crimeDecision-MakingPerformance Metrics

About

Operations leader with over 10+ years of experience in driving compliance, efficiency, and service excellence at scale. I lead high-performing teams with a strong focus on accountability, structured problem-solving, and data-driven decision-making. Certified in Operational Excellence and Six Sigma, I specialized in optimizing workflows, strengthening risk and governance frameworks, and delivering measurable business impact. Previously led compliance and content moderation operations for Microsoft and META, ensuring policy enforcement, fraud mitigation, and superior quality standards in high-impact environments. I bring a decisive, improvement-oriented leadership style focused on building scalable systems and delivering sustainable results.

Experience

11 yrs 8 mos

Total Experience

2 yrs 4 mos

Average Tenure

3 yrs 2 mos

Current Experience

Uber

Operations Lead

Apr 2023 – Present · 3 yrs 2 mos · Vishakhapatnam, Andhra Pradesh, India · Hybrid

Launched and operationalized HYD/VTZ intake for ECR Internal Escalations (Tier 3) in Nov 2024, establishing the final line-of-defense model for USC riders, drivers, and eaters through structured workflows, escalation governance, and quality controls.
Built and scaled ECR USC Handovers (Tier 2) LOB in Nov 2023, optimizing upstream-to-downstream escalations to improve intake accuracy, reduce rework, and enhance Tier 3 readiness.
Led APAC INSA SoRT operations, overseeing Uber’s official social media engagement (Instagram, Facebook, X) with strong SLA adherence, risk mitigation, and brand stewardship during high-visibility escalations.
Enabled cross-functional execution across CommOps, Vendor Management, BPOs, and regional stakeholders to drive successful launches, operational stabilization, and seamless transitions.
Redesigned contact routing governance, instituting structured calibration cadences with BPO and VM partners to reduce misroutes and improve resolution precision.
Elevated audit and quality governance by implementing mandatory documentation standards and automating workflows via Google Apps Script, supported by structured re-audits and live contact reviews to enhance accountability and performance visibility.
Recognitions :
APAC LEAD Onward – Gold Certified
APAC COE Q4 2023 Golden Ticket Champion
APAC CommOps Golden Ticket Awardee – December 2023
APAC CommOps Golden Ticket Awardee – 2025
Guiding Star Award – Q4 2025
Support Super Star Award – H2 2025

Critical ThinkingBusiness Relationship ManagementOperationsProject ManagementOperations ManagementBusiness Insights+4

Taskus

Team Manager

Nov 2021 – Apr 2023 · 1 yr 5 mos · Indore, Madhya Pradesh, India · Hybrid

Administered customer service and compliance screening for Revolut’s retail accounts, ensuring adherence to high standards of client support and regulatory compliance.
Directed content moderation for META platforms, such as Facebook and Instagram, upholding community standards and enhancing user safety through vigilant monitoring and evaluation of content.
Managed transaction monitoring to detect and mitigate fraudulent activities, enhancing financial security and compliance.
Spearheaded the new Triage project as a frontline team at Revolut, effectively routing contacts to the appropriate teams and significantly reducing invalid routing.

LeadershipAnti-Money LaunderingCryptocurrency TradingBusiness Process ImprovementCustomer ServiceCritical Thinking+18

Teleperformance

2 roles

Assistant Manager

Promoted

Nov 2019 – Oct 2021 · 1 yr 11 mos · Jaipur, Rajasthan, India · Hybrid

Managed daily operations to optimize efficiency and uphold high service standards.
Proactively identified and reported critical bugs to engineering teams during Windows OS outages to ensure system stability.
Conducted detailed reviews of daily reports, leveraging data analysis to enhance process efficiency and effectiveness.
Monitored team performance to ensure service level compliance, initiating corrective measures as necessary.
Evaluated Contact Center metrics and reported concerns to the Administrator for proactive issue resolution.
Compiled and presented weekly business reviews to clients, focusing on performance improvement and strategic planning.
Led a team of 30, setting clear objectives and delegating tasks to meet deadlines and achieve operational goals.
Headed the Tier 3 Technical Support team, providing robust support for Microsoft Windows OS (7, 8, 10) and Office applications.
Collaborated with Engineering and DevOps to troubleshoot and fix issues in new Windows 10 builds and updates.
Managed the premium Outlook support team, specializing in troubleshooting, diagnosing, and configuring IMAP/POP accounts to enhance user experience.

LeadershipCustomer ServiceCritical ThinkingBusiness Relationship ManagementProcess OptimizationProcess Improvement+11

Technical Support Professional (Tier 3)

Oct 2016 – Sep 2019 · 2 yrs 11 mos · Jaipur, Rajasthan, India · On-site

Provided service and support to end-users through automated call distribution software and remote desktop connections, ensuring efficient handling of customer interactions.
Engaged with clients to deliver information and support for inquiries, concerns, and requests regarding Microsoft products and services, enhancing customer satisfaction.
Diagnosed and resolved technical issues related to Windows operating systems, internet connectivity, and email clients, ensuring optimal system functionality and user experience.

Process ImprovementSoftware TroubleshootingMicrosoft OfficePerformance ManagementCommunicationDecision-Making+6