▶️Conducted comprehensive Business Risk Assessments, identifying and categorizing potential risks, and developing mitigation plans to enhance business continuity and minimize disruptions.▶️Led strategic initiatives to optimize KPIs, achieving a 19% reduction in Average Handling Time (AHT) and a 98% improvement in cross-functional First-Time Resolution (FTR).▶️Influenced cross-functional stakeholders to implement operational excellence initiatives, reducing process misalignment and improving collaboration across teams.▶️Collaborated with product, engineering, operations, training, and quality teams to enhance internal tools and processes, documenting them in runbooks for ease of use and streamlined implementation.▶️Suggested improvements to existing taxonomy, validation, and priority frameworks for categorizing Trust & Safety issues, then developed knowledge bases and runbooks to streamline issue validation and prioritization processes.

▶️Managed a global vendor ecosystem for ads review operations, ensuring consistent quality, cost efficiency, and meeting of key performance indicators (KPIs) across multiple regions including US, Ireland, and India.▶️Managed operational programs including Ads Review, Escalations Management, Fraud Mitigation, Prevalence Audits, and Resource Planning.▶️Led the transition of global ad review operations from contractors to a Managed Service Provider, ensuring seamless continuity of operational KPIs such as productivity, quality, and SLA targets.▶️Managed a global team of full time analysts, and contractors.

▶️Managed a global team of full timers and contractors and service providers.▶️Acted as a coach and mentor to junior managers and analysts, helping them navigate dynamic operational conditions while fostering a culture of performance and continuous improvement.▶️Led strategic initiatives to optimize operational KPIs, ensuring alignment with business goals and balancing short-term execution with long-term success.▶️Collaborated with product and engineering teams to develop new tools and automation for ads review operations, significantly improving operational efficiency and driving process innovation.▶️Developed and maintained a comprehensive ads review runbook (operational, fraud detection) and facilitated training programs.▶️Trained onboarding cross functional teams on process and policy (Training team, Quality Team, Operational Leadership).▶️Led knowledge management program to ensure calibration between Operations, Training, and Quality teams.

▶️Handled internal and external escalations related to ads policy violations▶️Hired and trained contractors (reviewers) and created ramp-up plans to onboard on manual ads review process▶️Led ad hoc projects (content/ads review, golden data set, quality audits) to support operations, quality, and machine learning teams.

▶️Investigated fake, fraud, ATO, hacked accounts▶️Moderated sensitive content▶️Performed Content Labelling▶️Investigated online scams, harrasment, hatespeech, and other violating content.Leading adhoc projects - quality audits, data labelling, golden data sets

▶️Conducted Ads Relevancy checks ▶️Worked on product categorization▶️Created and Managed Yahoo Knowledge Graphs

▶️Investigated fake, fraud, ATO, hacked accounts▶️Moderated sensitive content▶️Performed Content Labelling▶️Investigated online scams, harrasment, hatespeech, and other violating content.

▶️Investigated fake, fraud, ATO, hacked accounts▶️Moderated sensitive content▶️Performed Content Labelling▶️Investigated online scams, harrasment, hatespeech, and other violating content.

▶️Created LOIs▶️Performed Techno-Commercial Analysis for Vendor Selection▶️Managed stakeholders, including Legal, Finance, Engineering, and Quality▶️Managed projects

▶️Designed and drafted 3D tubular pole structures on Autodesk Inventor for client based out of the US.▶️Managed project timelines and delivered projects on time.