Summary
Overview
Work History
Education
Skills
Certification
Timeline
OperationsManager
Neha Gautam

Neha Gautam

Team Leader| People Manager
Hyderabad

Summary

Dynamic and results-driven operational leader with 7 years of experience in operations, seeking a challenging role as a Vendor Operations Manager. Proven track record in project management, risk analysis, and process improvement. Adept at collaborating with cross-functional teams to enhance product safety and deliver quantifiable quality improvements.

Overview

7
7
years of professional experience
1
1
Certification
5
5
years of post-secondary education

Work History

Search Quality Operations Job Seeker- Team Lead

Indeed
08.2022 - Current
  • Activity and Resource Planning: Spearheaded activity and resource planning initiatives, resulting in a 20% improvement in project efficiency and a 15% reduction in resource allocation time.
  • Risk Analysis and Change Management: Successfully managed project risk and change, leading to a 25% decrease in project risks and a 10% reduction in change management time.
  • Quality Frameworks Improvement: Improved and maintained quality frameworks, achieving a 3% enhancement in overall quality.
  • Led the team to curate 6 learning pathways, saving training time by 2hrs each module.
  • Trust and Safety Project Leadership: Led projects across Product Areas, delivering quantifiable quality improvements in Trust and Safety operations, leading to a 5% improvement in SLA by improving dashboards, reducing time to close per ticket by identifying controllable factors and 4min decrease in AHT by integrating various tools. Used lean six sigma methodology to work on various projects.
  • Stakeholder Collaboration: Collaborated with stakeholders across Product, Policy, and Engineering teams, resulting in a 25% increase in cross-functional collaboration.
  • Process Requirements Definition: Captured, defined, and documented process requirements, introducing automation and useful data insights resulting in a 20% reduction in manual efforts and a 15% increase in data accuracy.
  • Using SQL, JQL, Tableau, Jira, Lucid Charts, and other reporting tools for reporting purposes, resulting in a 20% improvement in data visualization and a 15% increase in reporting accuracy.
  • Being part of the wellness and employee engagement team to enhance productivity at work, contributing to a 20% increase in employee engagement and a 10% improvement in overall workplace productivity.

Content Moderation- Team Lead

Accenture
09.2019 - 07.2022
  • Handled 30+ agents, successfully leading projects from inception to delivery.
  • Collaborating with stakeholders, streamlining processes, developing QA matrix, and driving continuous process improvements.
  • 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.
  • Leading CSAT analysis and deep dives to highlight top DSAT drivers, refining approaches and working with global teams at Google.

Analyst Community Operations

eCentricHR Pvt Ltd
04.2015 - 09.2016
  • Resolved policy, quality, and fraud issues, contributing to machine learning and predictive models for enhanced customer experience.
  • Analyzed and addressed abusive content issues, including graphic images, videos, offensive language, fostering a safer user environment.
  • Leveraged market knowledge to identify scalable solutions, enhancing support for the Indian user community.
  • Collaborated in a market-specific team, utilizing analytical and troubleshooting skills to identify workflow inefficiencies and provide solutions.
  • Conducted in-depth content analysis, identified trends, and suggested improvements for continuous enhancement.
  • Managed high-priority escalations, resolving user issues promptly.
  • Reviewed and addressed content on Instagram profiles.
  • Efficiently managed ticket queues, ensuring a turnaround time of 2 hours.
  • Detected and addressed fake profiles and content related to hate and bullying on social media platforms.

Business Development Executive

Adwords Express
10.2012 - 09.2013
  • To generate quality leads that result in sales.
  • Develop and execute sales/marketing proposals.
  • Develop business strategies and achieve performance targets
  • Handling existing clients and developing new clients processing their requests and closing sales deals.
  • To conduct research on the Internet to analyze various listings, by fixing appointments on the 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 predetermined sales target.
  • Build good relationships with potential and existing clients
  • Work with a team to achieve sales performance targets.

Education

MBA(Marketing & HR) - (Marketing & HR)

Maharishi Dayanand University
Hyderabad, Telangana
08.2011 - 07.2013

BBA - Management

Apeejay College of Fine Arts
Jalandhar, Punjab
07.2008 - 07.2011

Skills

Project Management

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Certification

Green Belt Six Sigma

Timeline

Search Quality Operations Job Seeker- Team Lead

Indeed
08.2022 - Current

Content Moderation- Team Lead

Accenture
09.2019 - 07.2022

Analyst Community Operations

eCentricHR Pvt Ltd
04.2015 - 09.2016

Business Development Executive

Adwords Express
10.2012 - 09.2013

MBA(Marketing & HR) - (Marketing & HR)

Maharishi Dayanand University
08.2011 - 07.2013

BBA - Management

Apeejay College of Fine Arts
07.2008 - 07.2011

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Neha GautamTeam Leader| People Manager