Summary
Overview
Work History
Education
Skills
Timeline
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MEGHA SHARMA

Summary

Results-driven management professional with track record of optimizing team performance and driving business growth. Skilled in strategic planning, project management, and fostering collaborative environments. Known for adaptability and delivering consistent results in dynamic settings. Strong focus on leadership, problem-solving, and effective communication.

Overview

6
6
years of professional experience

Work History

Shift Lead, Operations

MoveInSync
04.2024 - Current
  • Led the creation of a centralized employee safety monitoring system for office commutes across India, managing a team of 20 at two 24/7 center to respond to critical safety alerts and protect the well-being of thousands of employees from 55 different clients.
  • Optimized 2,000 alert handling procedures to reduce false positives, improve accuracy, and enhance response efficiency.
  • Strengthened women’s safety protocols to ensure swift actions in high-risk scenarios while complying with safety regulations.
  • Spearheaded a cross-functional quality improvement initiative involving Tech, Risk & Compliance, and Ground Operations teams; reduced false vehicle stoppage alerts by 50%, optimizing over 2,000+ alert handling processes daily.
  • Collaborated with Ground Operations to train and onboard 500+ drivers, resulting in a 40% drop in “device unreachable” alerts and enhancing real-time monitoring accuracy.
  • Designed and rolled out a standardized incident report format used across 20+ enterprise clients, increasing report accuracy by 70% and cutting resolution time by 30% through clearer, more actionable documentation.
  • Managed 10-20 daily incident reports, tracking and resolving them through Jira for efficient incident management.
  • Key clients include Infosys, Google, IBM, NTT Data, BNP, Amazon, among others.
  • Conducted weekly trend analysis and presented insights to stakeholders, contributing to a 15% improvement in first-response time on critical safety incidents.

Trust and Safety Quality Analyst

Accenture
03.2023 - 04.2024
  • Collaborated with the team to establish business requirements for organizational processes, achieving productivity benchmarks while maintaining 100% accuracy.
  • Acted as a partner for Google, ensuring their expectations were met regarding Play Store reviews, while managing Spyware, MuWS, Fraud & Risk and the Important Developers Escalation Queue for Google Play Store applications.
  • Demonstrated effective time management and workload handling, rapidly assimilating information and navigating through complexity to prioritize tasks effectively.
  • Collaborate with cross-functional teams, including legal, compliance, and engineering, to enhance Trust & Safety protocols.
  • Managed escalations with a high level of accuracy and strong attention to detail, utilizing both interpersonal and analytical skills effectively.
  • Conducted deep-dive investigations into fraudulent activities and worked with law enforcement when necessary.
  • Developed fraud detection policies to combat identity theft, account takeovers, and financial fraud.

Optimization Analyst

Yahoo India Software Development Pvt. Ltd.
04.2022 - 02.2023
  • Partner with Account Strategist on pre-sale, campaign setup and optimization opportunity, directly impacting Yahoo revenue.
  • Prepare customized performance reports and identify opportunities that promote long term client success with Yahoo.
  • Develop Media plans & Strategies Campaign based on client’s KPI’s.
  • Provide insights tailored to advertiser defined metrics while assimilating and analyzing complex data from proprietary and multiple third party system.
  • Work independently on data and performance analysis, share ideas for strategic up-sell opportunities that could drive incremental revenue.
  • Work with conjunction with Account Manager and Inventory Planners to perform relocations, pricing adjustments, creative and placement optimization.
  • Key clients includes Whole Foods Market and Amazon Prime Video.

Trust and Safety Quality Analyst

Genpact India Pvt. Ltd
05.2019 - 04.2022
  • Leading the team of 25 members including junior auditors and CS representatives.
  • Thorough data analysis, feedback problems & handle necessary escalation and form a quality inspection report.
  • Conducting RCA, Error sessions, PEP Sessions, Gagging Sessions with agents in order to increase the performance of team.
  • Creating and presenting WBR’s , MBR’s and Internal reports in order to analyses trends and identify gaps in existing processes/ policies/ procedures.
  • Proactively supported Facebook as a client in various escalations including LERTs, MEITYs, Government Escalation, Centralized Escalations Support, Centralized Assessment and High Pressure Tasks.
  • Make an investigation by using basic knowledge of OSINT tools and techniques.
  • Ensure a formalized and consistent approach to escalations across response and problem process areas to improve overall service delivery and customer satisfaction.
  • Experience in identifying abuse trends such as child exploitation, fake and impersonation, fraud and deception, hate speech, Geo IP Block content, counter terrorism, misinformation (COVID 19), sexual exploitation, spam, human rights, human trafficking, homicide and safety hazards.

Education

Masters Of Commerce - Accounting & Finance

Panjab University

Skills

  • Team Management
  • Quality Control
  • Incident Management
  • Process Optimization
  • Quality Tools (Pareto, Fishbone Analysis)
  • Trust & Safety
  • Data Visualization
  • Data Reporting
  • Data Analysis & Decision Making
  • Jira and Tracking System
  • Stakeholder Management
  • SQL
  • Metabase
  • MS Excel
  • Cybersecurity
  • Troubleshooting
  • Time Management
  • Vendor Management
  • Project management
  • Customer support
  • Operations management

Timeline

Shift Lead, Operations

MoveInSync
04.2024 - Current

Trust and Safety Quality Analyst

Accenture
03.2023 - 04.2024

Optimization Analyst

Yahoo India Software Development Pvt. Ltd.
04.2022 - 02.2023

Trust and Safety Quality Analyst

Genpact India Pvt. Ltd
05.2019 - 04.2022

Masters Of Commerce - Accounting & Finance

Panjab University

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MEGHA SHARMA