Expedia Group

-Led the development of a new metrics strategy and reporting infrastructure for the Enterprise Talent and Learning organization, resulting in improved visibility and decision-making
-Built and led a high-performing team responsible for the day-to-day operations, program management, and workforce planning initiatives of the business
-Partnered with HR and Executive Leaders to develop and implement change initiatives that resulted in improved organizational performance
-Collaborated with internal and external stakeholders to develop and execute project roadmaps, ensuring that projects were completed on time, within budget, and to the satisfaction of all stakeholders
-Provided financial oversight for Talent and Enterprise Learning organizations, ensuring that all expenditures were compliant with company policies and procedures
Achievements
-Developed and delivered training on new documentation and decision-making tools and processes, resulting in a 30% increase in team productivity and a 25% reduction in costs
-Developed and implemented a new budgeting process for the Talent and Enterprise Learning organization that resulted in improved efficiency and effectiveness

Program Manager

Streetbees

-Managing a cross-functional team of 7 in Product Operations which includes Product, Machine Learning, Engineering, Customer Experience, Marketing, Business Development, Human Resource, and Legal
-Holding commercial relationships with 3 vendors and 4 Ops managers for handling 250 remote-working specialists -Managed a portfolio of customer-centric projects, ensuring that they were aligned with the overall strategy and roadmap, and that they met the needs of customers and the organization
-Setting up and Reporting team KPIs, monthly budget forecasting, and ad hoc data analysis
-Translated customer insights into actionable plans to improve product adoption and engagement
Achievements
-Secured significant discounts from vendors, resulting in a 40% reduction in annual operating costs (£443K) -Successfully launched a new KPI-driven performance management system that resulted in a 15% increase in employee productivity

Product Operations Head

Uber

Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements
Developed and followed the baseline project plan and milestones for task completion
Met with manager weekly to provide detailed project report and milestone updates
Drove team's execution of quality management throughout the division, improving process effectiveness, resource and process efficiency
Closely collaborated with project members to identify and quickly address problems
Provided team members with coaching and direction
Achievements

Planned, executed, and promoted a total of 8 projects in 2020
Successfully launched quality process for the team to ensure scrubbing quality

Operations Project Manager

Lead and developed a team of 64 Specialists, responsible for their overall performance
Handling  performance and behavior management of my team and responsible for SLAs, TPH, CSAT goals, and Workflow
Work with cross-functional teams (Quality, Training, WFM, and Analytics team)
Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
Stakeholder management - Interacted and collaborated on specific projects with teams, relevant stakeholders from the different regions and cities we support
Achievements

Successfully launched BPO in Delhi, India, which helped decrease the operational cost by 43% ($85k P.A)
Successfully increased the quality from 82 to 97% which helped to have a 4.45 CSaT consistently
Was instrumental in keeping up the team morale and build strong professional relationships

Operations Lead

-Team: Learning & Development

-Facilitated new hire learning programs to develop participants' competences and to help learners meet specified performance expectations
-Monitored learning gaps between curriculum and learner's job performance, coach participants back on the job, ensuring that learning translates to performance, and conduct additional research prior to leading change initiatives
-Implemented standard processes for site level projects and keeping track of plans, quality and timelines for such activities
-Driving adherence and compliance with deadlines on deliverables as assigned to projects 
                              
-Team:  SENA

-Acted as a SME & POC for all product related queries globally
-Mentoring new hires and overseeing their onboarding
-Implementation of standard processes for site level projects and keeping track of plans, quality and timelines for such activities
-Driving adherence and compliance with deadlines on deliverables as assigned to projects
Live support, making policies and revamping the process for BPO’S
-Assist management in standardising and implementing SOPs for new processes while ensuring a meaningful feedback loop. Edit and change systems with changes and evolving teams
-coordinating with stakeholders and help them standardize support content across the region
-instrumental in ensuring that any changes in process, updates and new products would be cascaded to all teams efficiently  
                           
-TEAM: In-House Sales team

-A key member of the in-house sales team 
-Upscaling sales, managing the business partners and vendors
-Responsible for the supply chain in South Indian region
-Solving real-time issues to the partners and improving portfolio retention

Operations/ Training Specialist

Pearl City Church

-Selected from over 800 youth to become the Youth Leader of the Church Community.
-Successfully handled the responsibilities of a Youth Leader for over 4 Years.
-Conducted over 10 Major events and week-long camps to enable the development of the community youth with attendance of over 500 for each event.
-Consistently conduct youth meetings bi-weekly and engage the youth in various activities to enable their development and growth
-Worked with several top leaders, speakers, CEOs and accomplished individuals from all walks of life to come and mentor the youth. 
-Raised finances for the events and camps from sponsors, managed and finalized the accounts, prepared budgets and variances single-handedly.

Youth Director

globallogic

-Directly worked on Google Virtual view expansion in India by executing on-ground operations and client discussions
-Successfully converted several piloted initiatives into live program launches by creating multiple administrative procedures and policies
		
"TEAM: Google Special Collect India Operations"

-Successfully analysed the cost variances and brought the operational costs down by 15 to 20%
-Enhanced the existing workflow mechanisms to develop cost reduction techniques and reporting procedures
-Developed various audit schemes to check the ‘Map Maker Process’ which in turn helped the team identify the system bugs
-Analysed reports submitted by global users and internal operation teams to test and track defects in the operational tools
-Frequent travel throughout India on various projects 

"TEAM: Google Street Smart Team"

-Consistently ranked in the top 10 from a workforce of over 500
-Appointed Project-Lead for a team of 35 to take up works such as work allocation, workforce management and efficiency management
-Maintained a track record of being the fastest performer, with strong operational and organizing skills

Senior Analyst and Operations Expert

Product Management, Customer Experience, Operations, People Management, and Negotiation

Data-driven leader with expertise in technology, business development, and strategy. Proven track record of leading and coordinating diverse programs in a rapidly changing industry. Built numerous exemplary processes with creative solutions at Expedia, Streetbees, and Uber. Expertise lies in combining analytical thinking, team leadership, and process design to create improvements and control operational costs.

Business leader skilled in running collaborative tech programs focused on efficiencies, innovative processes, and user experience. Proactive individual with solid communication skills, striving to capitalize on opportunities and innovate on the fly.

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