I lead the response to high-risk incidents and crises impacting the platform's Trust & Safety, working across multiple regions to protect users, products, and the brand. I am coordinating efforts with cross-functional teams in Government, NGO's, Public Policy, Legal, Engineering, and Product to ensure quick and effective resolution of incidents. I analyse incident trends and data to identify areas for improvement in processes, tools, and policies, and drive post-mortem analyses to prevent future occurrences. In addition, I serve as a key point of contact for government relations in the UK/IE and Europe, ensuring compliance with local regulatory requirements and maintaining strong external stakeholder relationships. My role involves a mix of strategic leadership, crisis management, and continuous improvement to ensure the platform remains safe and compliant globally.

Admin of Indians in Dublin is the Facebook page with the most followers of the Indian community in Ireland (39K followers)

• Responsible for managing a multi-lingual team of Agents, SME's and ATL's based in Dublin for an account with a global client and drive and manage global initiatives.• Working closely with the Ops Manager and support with clients demands, escalations, weekly and monthly business review preparation.• Manage team performance to meet client SLA’s and KPI’s, including metric reporting on team performance.• Partner with analyst, operations, engineering, and quality teams to identify and deploy data sources, systems, and tools that can support the Child Abuse Content Policy Specialist team workflows.• Collaborate with analysts, engineering, and other functional teams to ensure feedback loop from content moderation, pilots, experiments is maintained and iterated on.• Ensure that all requests are scrutinised and handled in strict accordance with applicable law, our terms of service, and our law enforcement guidelines.• Collaborate with stakeholders internal and external to Trust and Safety across Product, Policy, and Engineering teams, and drive projects, set up new teams/workflows and share insights to improve the overall quality of our client operations and make our products safer.• Ensuring all reports are delivered accurately and timely in accordance with the statement of work.

• Manage a high performing team of approx 30-35 multilingual agents,• Manage KPI’s, ensure deliverables are exceeded and revenue is achieved,• Identify barriers and areas of improvement to secure continues success of the service,• Develop, coach and manage team members with the support of Team Lead and QA team to ensure operational excellence,• Focus, motivate and inspire the team in a goal,• Create a learning environment to ensure that the transfer of knowledge and insight occurs,• Act as a point of referral for complex and escalated queries,• Oversee and manage the day-to-day operation and workflow of the team in an organized and efficient manner,• Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines,• Understands and perform content reviews under client supervision for International and Domestic cases following client processes and procedures,• Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to,• Assigned and accountable for workable solutions and processes within the specific area of responsibility,• Escalates issues to Operations Manager client Point of Contact as appropriate,• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly,• Addresses most non-routine issues,• Ensures all work is performed in accordance with SLAs and metrics,• Responsible for activities assigned by the Operations Manager.

Certified Trainer from Accenture

Responsibilities:• Processing and reviewing accounts that have been flagged for review due to having uploaded potentially sensitive content on Social Media, to ensure there are no violations of policies.• Responding to notification of potentially sensitive information in an appropriate manner by validating the inquiry and performing further investigation. This may include cooperating with subject matter experts to respond or support in the response to inquiries or escalations. Raising these to the correct person which may include but is not limited to external third parties, the client or Accenture.• Understanding and performing content reviews under supervision for International and Domestic cases. following client processes and procedures at all times.• Ensuring all social media content complies with all published policies, procedures and any legal and regulatory requirements that the company is obliged to adhere to.• Being accountable for workable solutions and processes within your specific area of responsibility.• Escalating issues to Operations Manager or client Point of Contact as appropriate.• Addressing most non-routine issues.• Ensuring all work is performed in accordance with SLAs, Quality and metrics.• Responsible for other activities assigned by the Operations Manager.

• One to one telecommunication with the customers in and around Dublin to handle technical issues regarding the broadband, telephone and Television. • I have an ability to solve the issues with an higher FCR.• Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries.• Analysing call logs so you can spot common trends and underlying problems.• Updating self-help documents so customers/employees can try to fix problems themselves. • Testing and fixing faulty equipment

Key Responsibilities:• Efficiently trained on operations and management of cash handling and customer service.• Experienced working with sectional managers to deliver on time.• Provided consistency and advised adequate solution to every customer’s request.• Analyzed weekly performance reports for front-end and maintained results against standards.• Proficiently prepared End of Day Balance Sheet for cash office.

Business Development Manager at CRISIL Limited - a Standard & Poor's Company Working as a Business Development Manager for CRISIL Ratings . Responsible for generating revenues from Madhya pradesh Region (through new business, enhancements & renewals) by driving a team of associates & implementing out of box ideas.KEY FUNCTIONAL RESPONSIBILITIES : 1) Responsible for the origination of Rating business (SME/NSIC-SSI rating) from large & mid corporate clients (SME’s). 2) Identifying large unrated clients and clients from corporate groups and facilitate them in migrating from unrated domain to rated domain. Also help them leverage rating for fund raising. 3) Responsible for business targets on ratings revenues and adding new clients 4) Obtaining database of corporate (potential) clients from Banks (DGM/AGM) for follow-up and convincing them for availing rating services of CRISIL. 5) Contacting the office bearers of industry associations and organizing events/ seminars for their members to spread awareness on SME & capital debt market instrument ratings 6) Setting up appointments with higher level executives, making presentations and explaining them the rating methodology of CRISIL & benefits of undergoing a Rating Exercise.7) Mapping various industry segments and keeping track of developments through secondary sources like trade sites, business update alerts and news Skill set & Strength • Thorough understanding of SMEs, their dynamics & characteristics • Sophisticated personality • Result oriented, systematic & organized approach towards work • Innovative with go getter attitude • Effective handling of negotiations

• Revenue generation by Client handling.• Maintain Client information in CRM.• Involvement in organisation's activities;• Keep regularly updated with market movements.• Meeting expectations by delivering desired calling hours.• Proper planning, execution & control.• Work well in team, and drive team when ever needed.• Filter potential clients from all the available prospects.

• Monitor upcoming projects and tenders and track them to closure. • Gathering competitive intelligence on competitors and market participants. • Customer relationship management through regular visits and awareness programs. • Liaison with commercial department for order management activities. • Achieving individual targets through effective funnel management