Responsible for managing accounts and taxation, with a focus on accurate reconciliation of financial records. Duties include preparing and reviewing account statements, ensuring compliance with tax regulations, resolving discrepancies, and maintaining up-to-date financial documentation to support decision-making and audits.

• Initiated my career as an Operations Consultant, adeptly managing escalations and resolving intricategame-related issues.• Subsequently, ascended to the role of Business Analyst, where I spearheaded the development of theCall Break game, orchestrating collaboration across multiple teams to refine UI design, app layouts,functionality, wireframes, and prototypes.• Oversaw operations for diverse projects, including video calling and Rummy applications, andspearheaded the integration of payment gateways with various vendors.• Elevated to Team Lead, I guided a team of over 10 associates in operations, managing severalconcurrent projects.• Devised and implemented player retention strategies for restricted regions, culminating in thesuccessful onboarding of over 10,000 players and a 25% uplift in revenue. Achieved a 20% reduction inoperational errors and significantly enhanced customer satisfaction.• Formulated and executed comprehensive training programs, SOPs, and KPIs, thereby optimizing teamperformance.

•Conducted in-depth analysis of reputation factors to enhance clients' online presence effectively.•Delivered exceptional customer service by promptly addressing guest inquiries and resolving issues via social media platforms.•Oversaw brand reputation monitoring across diverse channels, including social media, search engines, blogs, and consumer forums, to ensure positive brand perception.•Facilitated collaboration among Ground team, Quality Team, Hotel team, Tech team, and support staffto efficiently manage escalations and inquiries.•Leveraged CRM tools such as Zendesk, Salesforce, and Freshdesk to optimize operational efficiency.•Contributed creative insights and participated in projects aimed at bolstering brand image. •Formulated and implemented strategic approaches for discussing, responding to, and following up on brand reputation matters.

• Consistently met and exceeded department expectations for productivity and accuracy levels.• Additional task as Subject-Matter Expert and Process Trainer allocated within 3 months of joining.• Lead a team of 40 people under the OTA process managing day-to-day productivity, call flow, etc.• Increased customer satisfaction with 25% by improving customer service.• Coordinate with the process stakeholders for better closure on the final requirement. • Initiated the functionality to check the overbookings from the different integrated platforms (Paytm, Expedia, Booking.com, Goibibo, MakeMyTrip).