Maharshi Thota
Operations Lead
Visakhapatnam
Summary
Results-driven Annotation Team Lead with experience in managing YouTube annotation projects at TaskUs. Skilled in leading teams, improving quality metrics, and driving operational excellence in fast-paced environments. Strong background in people management, performance coaching, and data annotation aligned with AI/ML processes. Proven ability to mentor teams, meet KPIs, and collaborate cross-functionally.
Overview
12
12
years of professional experience
Work History
Operations Lead
Uber India Systems private limited
Visakhapatnam
04.2023 - Current
- Owned end-to-end rollout of Tier 2 and Tier 3 escalation programs (84 HC), including workflow design, vendor onboarding, staffing alignment, and performance tracking.
- Managed multi-vendor operations across high-volume support queues, ensuring SLA adherence and improving key KPIs including SLA, routing accuracy, and resolution timelines.
- Identified systemic routing inefficiencies impacting ~16,000 contacts; reduced misroutes from 60% to 3% by implementing calibration frameworks and vendor-level accountability mechanisms.
- Improved SLA compliance to 95% by identifying gaps in SLA tracking logic and implementing operational controls and escalation mechanisms.
- Established Weekly and Monthly Business Reviews (WBR/MBR) with BPO partners, driving performance visibility, risk identification, and structured action planning.
- Built and implemented performance dashboards and reporting frameworks to monitor inflow, backlog, SLA, and productivity metrics across vendors.
- Partnered with cross-functional teams (CX, Product, Vendor Ops) to operationalize new workflows and ensure seamless rollout across support operations.
- Designed and implemented automation solutions using Google Apps Script, reducing manual effort and improving audit compliance and reporting accuracy.
- Led SOP revamp and calibration sessions across vendors, improving process standardization and execution consistency.
- Managed operations for social media support (INSA SoRT), ensuring quality and timely response across platforms (Instagram, Facebook, X).
Annotation Team Lead – YouTube Annotation
TaskUs India private limited
Indore
11.2022 - 04.2023
- Led a team of annotators working on YouTube data annotation projects, ensuring high-quality outputs aligned with client standards.
- Managed daily operations including task allocation, productivity tracking, and performance monitoring.
- Conducted regular one-on-one meetings, coaching sessions, and performance reviews to improve team efficiency.
- Maintained and exceeded key metrics such as quality scores, turnaround time, and SLA adherence.
- Identified process gaps and implemented improvements to enhance workflow and accuracy.
- Collaborated with cross-functional teams including Quality, Training, and Operations for continuous improvement.
- Trained new hires and ensured smooth onboarding into annotation workflows.
- Handled escalations and ensured quick resolution of operational challenges.
Assistant Manager (Microsoft) Windows, Office suite
Teleperformance India Pvt Ltd
Jaipur
11.2019 - 10.2021
- Monitoring and controlling the routine activities in operations.
- Flagging bugs to the Engineering and developers team owing to outages in Windows operating systems.
- Preparing and reviewing the daily reports and analyzing to improve the processes.
- Ensuring staff members are achieving desired service levels and taking corrective action, when needed.
- Analyzes Contact Center reporting and reports any areas of concern to the Administrator.
- Preparing weekly business review reports and meeting with clients.
- Managed a team of 30 employees, setting goals and delegating tasks to ensure that deadlines were met.
Technical support professional
Teleperformance India Pvt Ltd
Jaipur
10.2016 - 11.2019
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote desktop connection.
- Interact with clients to provide and process information in response to inquiries, concerns, and requests about Microsoft products and services.
- Diagnose and resolve technical software issues involving Windows operating systems, internet connectivity, email clients.
Administrative Officer
UDC
Visakhapatnam
06.2016 - 09.2016
- Overseas and administers the day-to-day activities of the business school.
- Provides assistance and support to the principle in problem solving, management and development.
- Supervising the work of employees in supporting roles and monitoring sites.
- Organizing meetings, conferences and other special events.
- Supervising marketing efforts.
- Developing sales goals for the team and ensuring they are met.
Business Development Officer
Avalon Business School
Visakhapatnam
05.2014 - 05.2016
- Additional duties by taking charge in the absence of the center head
- Planning and overseeing new marketing initiatives.
- Conducting conferences, meetings, and career awareness seminars in all colleges.
- Engage in market research in order to identify new opportunities for business.
- Developing sales goals for the team and ensuring they are met.
- Contact potential leads via email and phone calls and counsel them.
Education
MBA -
Mahatma Gandhi University
Meghalaya08-2015
Bachelors of Engineering & Technology -
Jawaharlal Nehru Technological University
Andhra Pradesh01-2013
Skills
- Program Management & Execution
- Vendor (BPO) Performance Management
- Operations Analytics & Root Cause Analysis
- KPI Design & Dashboarding
- Stakeholder Management (Cross-functional & Vendor)
- Continuous Improvement & Process Optimization
- Workforce Planning & Capacity Management
- Change Management in 24/7 Operations
Tolls & Analytics
- Google Sheets (Advanced: dashboards, reporting, data analysis)
- Google Apps Script (automation)
- Data Analysis (RCA, trend analysis, performance diagnostics)
- KPI Management (SLA, AHT, CSAT, TPH, Routing Accuracy)
Accomplishments
- Set up two new support LOB's, owning end-to-end design, escalation workflows, and operational readiness.
- Established and handed over a Tier 2 Escalations team with 44 HC, supporting USC region drivers and riders, ensuring stable intake management, clear escalation paths, and SLA adherence.
- Built and transitioned an Internal Escalations Tier 3 function (last line of defense) with 40 HC, supporting USC region unresolved user concerns, strengthening resolution governance and customer trust.
- Resolved 16,000+ inflows with 60% invalid routing originating from Tier 1 teams and reduced misroutes to 3% by leading calibration sessions and distributing weekly misroute reports to all vendors, resulting in only 3% invalid routing escalations to Tier 2.
- Achieved 95% SLA compliance by introducing manual contact assignment and identifying a GSQ logic gap where SLA was captured only for user-flagged contacts and not for outbound contacts created by support agents; escalated the issue for corrective action.
- Recognized with 2 Guiding Star Awards (Q4 2024, Q1 2026) for sustained operational excellence and measurable impact.
- Awarded 3 Golden Tickets for consistent high performance, ownership, and execution excellence.
- Awarded Guiding Start award for Q4 2025
- Awarded H2 Support Super Star Award for Elevated audit and quality governance by implementing mandatory documentation standards and automating workflows via Google Apps Script, supported by structured re-audits and live contact reviews to enhance accountability and performance visibility.
Declaration:
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars Place: Visakhapatnam Maharshi Thota
Timeline
Operations Lead
Uber India Systems private limited
04.2023 - Current
Annotation Team Lead – YouTube Annotation
TaskUs India private limited
11.2022 - 04.2023
Assistant Manager (Microsoft) Windows, Office suite
Teleperformance India Pvt Ltd
11.2019 - 10.2021
Technical support professional
Teleperformance India Pvt Ltd
10.2016 - 11.2019
Administrative Officer
UDC
06.2016 - 09.2016
Business Development Officer
Avalon Business School
05.2014 - 05.2016
Bachelors of Engineering & Technology -
Jawaharlal Nehru Technological University
MBA -
Mahatma Gandhi University