Neha Gautam
Hyderabad
Summary
Strategic and results-driven Operations Leader with over 7 years of experience in Trust & Safety, content moderation, and people management. Demonstrated expertise in policy enforcement, risk analysis, process automation, and escalation management to enhance platform integrity. Skilled at collaborating with cross-functional teams to optimize workflows, improve compliance, and drive operational efficiency. Proven ability to set up new workflows and scale them, implement enforcement frameworks, and streamline high-risk content review. Seeking to leverage expertise in policy enforcement and trust & safety operations to drive impactful solutions at YouTube.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Analysis Lead
Indeed
08.2022 - Current
- Pioneered capacity resource planning for 20% project efficiency boost
- Led cross-functional collaboration to optimize Trust and Safety operations with 5% SLA improvement. Demonstrated effective collaboration across multiple departments including Product, Policy, and Engineering to improve cross-functional cooperation in various operational efficiency initiatives.
- Scaled the offshore team from 4 to 20 HC in 2024, optimizing workflows for greater resource utilization and operational efficiency.
- Created learning pathways saving 2 hours per module, enhancing team efficiency
- Applied Lean Six Sigma DMAIC methodology across various projects, driving measurable process improvements and cost reductions.
- Partnered with Scaled Ops to streamline vendor operations, creating a unified dashboard for monitoring workflow health and key operational metrics.
- Utilized data tools like SQL and Tableau for 15% reporting accuracy rise
- Managed and optimized workflows across various APAC, LATAM markets, overseeing processes in multiple languages, including (JP, FR, AU, NZ, BNLX, US, CA, GB, IN, PK, LATAM etc) and streamlining policies in collaboration with Legal and PIE team
- Applied machine learning models to detect patterns in quality violations and optimize decision-making processes, resulting in significant reductions in false positives and operational overhead
- Collaborated with Engineering and Product team to make changes to tools and its features.
Content Moderation - Lead
Accenture
09.2019 - 07.2022
- Handled 50+ agents, successfully leading projects from inception to delivery, overseeing day-to-day operations and ensuring compliance with policies and standards
- Working on Business Transformation, focusing on insights, and benefit quantification
- Collaborating with Google Global Vendor POC's to create Metric Dashboards crucial for reporting and client communication
- Lean Six Sigma Project (Green Belt Certified): Successfully completed a Lean Six Sigma Green Belt project for Shorts workflows, resulting in improved release count metrics and streamlined processes
- Created BCP Plans to ensure continuity of operations and to minimize risk from externalities by doing FMEA analysis
- Enhanced quality frameworks to achieve a 4% overall improvement in one of the XPol primary workflows while supporting Xpol and Livestream workflows
Analyst Community Operations
eCentricHR Pvt Ltd
04.2015 - 09.2016
- Resolve policy, quality, and fraud issues, contributing to machine learning enhancing customer experience
- Analyze and address potentially abusive content, utilizing market-specific knowledge for scalable solutions in the Indian market
- Collaborate with a market-specific team, employing analytical skills to identify workflow inefficiencies and provide effective solutions, building rapport with users
- Conduct in-depth content analysis, identify trends, provide feedback, and suggest improvements
- Manage high-priority escalations, review content on Instagram profiles, address hate and bullying, graphic violence, self injury, child safety-related issues
- Detect and handle fake and fraud profiles on social media, ensuring timely queue management within a 2-hour TAT
- Worked on a Proactive Bullying project of disabling accounts proactively
Ad Trafficker
HCL
03.2014 - 09.2014
- Work directly with Senior Ad Operations Manager to perform all aspects of traffic management, including implementation, testing, deployment, delivery, and optimization of ad campaigns from clients and ad networks
- Work closely with sales planners to provide account support for ad campaigns, both pre-sales and post-sales
- Provide technical support for sales and engineering teams to help troubleshoot problem creatives
- Perform QA for all campaigns that go live
- Ensure smooth delivery of campaigns by maintaining and distributing pacing reports
- Develop optimization strategies on a campaign-by-campaign basis to maximize both yield and advertiser performance
Business Development Executive
Euclid Infotech Private Ltd
10.2012 - 09.2013
- To generate quality leads that result in sales
- Develop and execute sales/marketing proposals
- Develop business strategies and achieve performance target
- Handling existing clients and developing new clients processing their request and closing sales deal
- To conduct research on Internet to analyze various listings, by fixing appointment on phone and offering them the products required by properly educating the customer about the best one suited
- Finally, by Negotiating on price closing the Sales Deal
- Responsible for achieving the pre-determined sales target
- Build good relationships with potential and existing clients
- Work with team to achieve sales performance targets
Education
MBA - Marketing & HR
Maharishi Dayanand University
Gurgaon01-2013
BBA - Business
Apeejay College of Fine Arts
Punjab01-2011
10th - ICSE Board
St Mary's Convent School
Punjab01-2006
Skills
- Project Management
- Risk Analysis and escalation management
- Quality Improvement
- Process Improvement (Lean, Six Sigma)
- Data Insights and Business Transformation
- Communication and Presentation Skills
- SQL,JIRA, Zendesk, salesforce
- Compliance management
- Tableau
- Confluence
- BMO
- Getnext
- Labeler
- Basestar
- Yurt
- SRT
- Mechabugs
- Proposal writing
- Operational efficiency
- Scheduling and planning
- Cross-functional collaboration
Major Projects Handled
- Abuse Reduction & Revenue Growth Initiative: Led a project to reduce abuse on Indeed by identifying US market companies with high-frequency reposting that gained undue organic visibility. Strategically moved these sources to sponsored-only visibility, resulting in an 86% YoY revenue increase (May–September) and generating an additional $604,326 in 2024 compared to 2023.
- Designed and implemented an automated scoring system for NKTA account reviews, streamlining the abuse detection process by scoring red flags to ensure consistent and accurate decision-making. Reduced manual errors by 20%, enhancing decision consistency across analysts.
- Global Process Optimization: Implemented an auto-closure process for incomplete QUAL tickets and revamped email notification timelines sent to CS teams, reducing TTC metrics from 66 hours to 48 hours, enhancing process efficiency.
- Team Expansion & Workflow Optimization: Scaled the offshore team from 4 to 20 HC in 2024 by optimizing operational workflows and ensuring effective resource utilization.
- Blackhole queue: Created a framework to avoid PIE escalation and proactively handle tickets
Certification
- Project Management, Indeed Skill Academy
- Lean Six Sigma Green Belt Certified, Accenture
Accomplishments
- Awarded by Leadership Team as People Ambassador in Accenture.
- Awarded certificate of 'Leading Flawless Operations' as a certificate of Operation in Accenture, Trust and safety.
- Awarded High Performer Individual Bonus at Indeed for receiving top rating throughout the year 2023
Timeline
Operations Analysis Lead
Indeed
08.2022 - Current
Content Moderation - Lead
Accenture
09.2019 - 07.2022
Analyst Community Operations
eCentricHR Pvt Ltd
04.2015 - 09.2016
Ad Trafficker
HCL
03.2014 - 09.2014
Business Development Executive
Euclid Infotech Private Ltd
10.2012 - 09.2013
MBA - Marketing & HR
Maharishi Dayanand University
BBA - Business
Apeejay College of Fine Arts
10th - ICSE Board
St Mary's Convent School
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