Sandhya Chaudhary

Operations Associate

India7 yrs 5 mos experience

Highly Stable

Key Highlights

Led a team optimizing vendor operations impacting 50K+ transactions weekly.
Reduced operational costs by 15% through data-driven planning.
Enhanced forecast accuracy and scheduling effectiveness.

Stackforce AI infers this person is a skilled operations leader in the Fintech and Transportation sectors.

Contact

Skills

Core Skills

Team LeadershipOperational ExcellenceWorkforce ManagementCustomer Service

Other Skills

Performance ManagementData AnalysisExcel-based ModelsCoachingStakeholder ManagementReportingProblem SolvingCommunicationContent MarketingLinkedInMentoringTeamworkEmployee Learning & DevelopmentEmployee TrainingHuman Resources (HR)

About

Led a 10-member team optimizing vendor and CX operations, impacting 50K+ weekly transactions, and reducing operational costs by 15%. Improved queue performance by 25%, reducing backlog and aligning staffing to SLAs. Influenced key metrics including queue backlog, productivity, and cost per ticket through data-driven workforce planning and intraday management. Enhanced forecast accuracy and scheduling effectiveness, improving resource utilization and reducing staffing gaps. Reduced shrinkage through proactive planning, improving team availability and performance. Partnered with cross-functional teams to analyze volume trends and operational drivers for improved service delivery. Owned reporting and performance tracking, providing actionable insights to leadership using Excel-based models.

Experience

7 yrs 5 mos

Total Experience

3 yrs 9 mos

Average Tenure

3 yrs 8 mos

Current Experience

Phonepe

Associate Manager

Oct 2022 – Present · 3 yrs 8 mos · Bengaluru, Karnataka, India · On-site

Led a 10-member team optimizing vendor and CX operations, impacting 50K+ weekly transactions, and reducing operational costs by 15%.
Improved queue performance by 25%, reducing backlog and aligning staffing to SLAs.
Influenced key metrics including queue backlog, productivity, and cost per ticket through data-driven workforce planning and intraday
management.
Enhanced forecast accuracy and scheduling effectiveness, improving resource utilization and reducing staffing gaps.
Reduced shrinkage through proactive planning, improving team availability and performance.
Partnered with cross-functional teams to analyze volume trends and operational drivers for improved service delivery.
Owned reporting and performance tracking, providing actionable insights to leadership using Excel-based models.

Team LeadershipPerformance ManagementData AnalysisExcel-based ModelsOperational Excellence

Uber

4 roles

Senior Team Lead

Promoted

Feb 2022 – Oct 2022 · 8 mos

Progressed across roles in Community Operations, focusing on frontline operations, workforce management, and team leadership.
Led teams of 20–25+ specialists, enhancing productivity, quality, and conversion in driver supply operations.
Managed and mentored Team Leads and SMEs with coaching, audits, and feedback to boost team effectiveness.
Scaled operations at Vizag by onboarding and training 6 Team Leads, 4 SMEs, and 90 specialists.
Converted over 100,000 drivers into active supply through improved processes and execution.
Partnered with cross-functional teams to optimize productivity, service quality, and operational efficiency.
Oversaw stakeholder communication and project tracking to ensure performance and initiative transparency.

Team LeadershipWorkforce ManagementCoachingStakeholder Management

Team Lead

Mar 2021 – Jan 2022 · 10 mos

Workforce Management Analyst

Promoted

Feb 2020 – Mar 2021 · 1 yr 1 mo

Providing recommendations for improved performance within the Workforce Management team and for supported work groups
Create and communicate schedules and provide regular reports to management on workload and workforce
Identify and scope insights rising from the workforce management team that will lead to improve our ecosystem (Streamline Reporting on Verint, Projects to improve efficiency and productivity )
Provide workforce and performance reports to management
Based on analysis, provide process improvement and operational improvements to management
Analyze intraday call forecasts and communicate to management team – provide commentary to assist supervisors and managers in meeting daily/weekly goals
Engagement with Business Unit and Workforce Management Team Leader in relation to Uber COE performance and provide commentary on impacts and key drivers

Workforce ManagementData AnalysisReporting

Community Operations Specialist

Dec 2018 – Feb 2020 · 1 yr 2 mos

Handle safety related queries posted by eaters/delivery partner on social platforms and ensure speedy resolution to the problem and make sure the eaters faith is restored for Uber Eats.
Focus on issues escalated by BPO and arrive at a resolution.
Screen suspicious accounts online and flag immediately to the fraud investigation team.
Worked closely with the PMO team on a couple of projects in order to drive/recognize team’s performance.
Worked in extended shifts to help the team control the escalation queue which would be unusually high due to unexpected spike in ticket inflow rate.

Customer ServiceProblem SolvingCommunication