Aashna Sharma Email & Phone Number

California, United States

Menlo Park, California, United States

Menlo Park, California, United States

Leading Content Moderation at Robinhood. Effectively designed Robinhood's Content Moderation solution - incorporating both in-house capabilities and vendor solutions, ensuring security and reliability for Robinhood's flagship peer-to-peer product.

Bengaluru, Karnataka, India

Co-lead the APAC-based global front-line team, specializing in Trust and Safety queries encompassing fraud and risk issues, account takeovers, inaccurate profiles, scraping, and harassment within the Global Customer Operations (GCO) framework. Spearheaded the identification and program management of critical process enhancements to advance our business objectives.

Bangalore

Accolades: Recognized consistently for outstanding performance and inspirational leadership.- Received the GCO Hero Award in Q2 FY20, Q2 FY21, and Q3 FY21.- Honored with the Member Success Leadership Award in Q1 and Q3 2020.Team Leadership: Directly managed a team of 16 members in APAC, while influencing a broader team of 85 regional employees. Demonstrated agile performance management skills and prioritized talent development through regular one-on-ones, mentoring, and coaching.Performance Excellence: Maintained a strong track record of meeting key business performance indicators, including SLAs, team productivity, and queue management/allocation.Onboarding and Learning: Designed the onboarding process for two Level 1 managers, two Supervisors, and one Senior Associate. Spearheaded the launch of a learning center of expertise to promote a unified approach to learning across the global team.Quality Enhancement: Revamped the Quality Program to shift focus towards consultant actions rather than just customer interaction outcomes. Developed the evaluation process playbook and set case benchmarks. Achieved 100% audit compliance across all regions through rigorous audits, resulting in a 15% increase in quality experiences across case types and an over 8% improvement in CSAT scores for time-sensitive cases.Data Reporting: Designed dashboards and reporting formats to effectively communicate quality metrics to executive stakeholders. These formats were adopted by the global Trust & Safety team.Collaboration: Fostered strategic partnerships with Product, Engineering, and Trust & Safety teams to identify, analyze, execute, and swiftly resolve complex challenges and executive escalations.Employee Engagement: Initiated, planned, and launched employee engagement initiatives for GCO APAC, including All Hands meetings and quarterly newsletters to enhance team morale and communication.

Gurgaon, India

Content Moderation:Motivated and led a Trust and Safety (Neutrality) team of 20 to maintain the safety and neutrality of the platform by proactive moderation, fraud, and spam control, and ensuring compliance with the platform’s content guidelines.Modified partner support with a keen focus on hiring and training new personnel resulting in a 15% increase in team efficiency.Redesigned day-to-day management of user-generated content by focusing on tech solutions and data-led improvement plans, attaining a 20% increase in auto-moderation of content and a 30% decrease in spam content.Streamlined policies and enabling a 25% increase in the identification and removal of frauds across all Zomato services.New Product Launch:In conjunction with Trust and Safety Team Leadership, managed Sneakpeek, Zomato’s foray into rich media content for users.Introduced and launched the product across 18 cities worldwide already contributing to 8% of Zomato’s Ad revenue including conceptualization of product and content strategy.Built and upskilled teams of 50 members globally (writers, editors, food stylists, photographers) to manage content pipeline.Fostered partnerships with and managed 8 video agencies across all cities to ensure production standards were consistently met.Determined the post-sales process including, client servicing, content production and delivery, social media boosts.

Gurgaon, Haryana, India

Product Development and Global Launch: Played a pivotal role in the development of the core product, focusing on UI enhancements and operational tools. Collaborated closely with sales and engineering teams, reported directly to leadership, and successfully launched the product in more than 30 global cities, spanning Australia, the Philippines, and India.Team Recruitment and Training: Recruited and skillfully trained teams of 10+ members responsible for conflict resolution across various communication channels, including emails, calls, and social media. Achieved and consistently maintained a customer satisfaction rate exceeding 95%.Quality Improvement: Implemented an effective quality improvement process by meticulously tracking and reporting key metrics such as NPS (Net Promoter Score), AHT (Average Handling Time), TAT (Turnaround Time), and FRT (First Response Time).User Retention Enhancement: Elevated user retention rates through targeted email marketing campaigns and in-app communication strategies, resulting in improved customer engagement and satisfaction.

Gurgaon, India

of Nextable in 2015.Global Expansion: As a key member of the central leadership team, orchestrated the expansion of Zomato Book, a restaurant management solution, into 21 cities across 12 countries worldwide. This encompassed strategic planning, operational management, and growth initiatives.Global Team Management: Successfully coached, trained, and onboarded 30-member product deployment teams operating in diverse geographical locations around the world.End-to-End Sales Process: Spearheaded the comprehensive post-sales process across all markets, overseeing revenue management, asset procurement, and the successful deployment of the restaurant management software.Customer Feedback Streamlining: Streamlined the flow of customer feedback between the product development team and the business team, fostering more effective communication and collaboration between the two.

Bangalore

Crafted the Go-to-Market strategy for introducing Simon Carter, a renowned British Menswear Brand, into the Indian market.Orchestrated the execution of the design strategy to successfully launch LP time wear as part of the brand's offerings.Conducted comprehensive value chain analysis, market segmentation, and competitive landscape assessments to gauge market potential and growth prospects.Exceeded planned sales targets for the non-Apparel category in 2015 by a remarkable 17%, achieving sales of 1B as opposed to the targeted 850M.Spearheaded the introduction of an online sales channel for Men's accessories, resulting in sales of 2M via the channel, surpassing the set target of 1M.

Bangalore

Co-founded an online magazine which focused on discovering and sharing local recommendations on food, lifestyle, current affairs etc. eMagzin had two local chapters - Chandigarh and PuneHighlights- Curated content for the food and lifestyle segment- Designed program content for India’s 1st Online Media Conference organised by eMagzin in Chandigarh

Gurgaon, India

Master’S Degree, Master Of Fashion Management

High School