Reetika Chaturvedi
Hyderabad
Summary
Dynamic leader with proven expertise in operations management and global strategy development, honed at Cognizant and Google Operations Center. Excelled in stakeholder management and innovative thinking, driving significant performance improvements. Skilled in data analysis and fostering employee engagement, consistently exceeding client metrics and quality targets.
Overview
12
12
years of professional experience
Work History
Team Lead
Google Operations Center
10.2022 - Current
- Managing End to End Operations for Listings and Review Transfers across US/CA/IN/GB markets
- Responsible for managing the clients metrics such as Prod, Accuracy, Bug TFR & TRT
- Prepare client review presentations for weekly, monthly and Quarterly discussions
- Managing End to End operation on GOC Triaging
- Also responsible for closing Seller escalations cases - Handling Platinum clients and resolving their issues related to their GMB accounts
Team Lead
Cognizant
01.2016 - 10.2022
- Company Overview: with Google as Client
- Managing Service Delivery Operation for USA/ CA markets for Google Maps
- Responsible for managing the client metrics such as Prod, Accuracy and TAT
- Drive strategic initiatives for customers and internal teams such as process improvements and transformations
- Prepare client review presentations for weekly, monthly and Quarterly discussions
- Periodic performance review of the teams and end to end performance management of teams reporting to me
- Design and implement training and knowledge sharing sessions - New hire, re-training, process improvement and updates
- People management through performance appraisals, goal setting, training and mentoring associates to grow within organization & control attrition
- Always available for team when require to extend or work on holidays/weekends just to complete team metrics
- Escalate the issues to the other department if we are not able to fix it due to limited access
- Ensure that everything is done within the SLA
- Always let the customer go with a smile
- With Google as Client
- Floor Walker: Mentoring Batches Q&A session at floor level
- Fizz Quiz (interactive activity where mentees choose random numbers and answer simple questions accordingly)
- Conducting workshops to the BQ performers to improve the Quality at Site level
- Floor Huddle Conducting floorwise huddle to discuss and provide instant resolutions and fixes for the top error trends
- Attended PGM's Shadow session to keep them updated on the functionality of the tool
- POC for Spam Eval - India: End to end monitoring of Google Maps front end - India locale to avoid spamming of Phone numbers
- Interacting with the client on DOD basis to keep up with the expectations
- Implementing Buddy system to help the ops work collectively to resolve issues quickly & effectively
- Presenting an RCA summary on weekly and monthly basis to understand the progress
- POC for US Election Evals: Worked on US Polling locations
- Provided complete support to the Operators in the night shift as a FW Support which included
- Following up with Login and Log out
- Tracking Downtime for Power cut and Internet Issues
- Sharing DOD Prod Report with Eval POC's and Leads
- Shadowing Op's when instructed by the Eval Team
- Solving Doubts
- Tracking Reverts and Providing RCA Week wise
- Philippines - Manila Site Support: To setup and support the managers and Team Lead of New site at Manila virtually
- Training the mentors of India for a smooth mentor-mentee relationship
- Taking refreshers on policies and conducting quizzes online
- Hiring POC: Conducting Operations round for freshers and shortlisting candidates
- Fun POC for HTO Process: Planning and conducting Friday Fun sessions (Physically and virtually)
Senior Analyst
Serco
08.2012 - 01.2016
- Company Overview: with Google as Client
- Content moderation support for all Geo requests
- Review business listings based on user complaints and make policy-based decisions
- Understanding of market specific legal and cultural practices that enable effective content review
- Meeting process SLAs/metrics-productivity and quality targets within established timelines
- Stay updated with process knowledge/changes - refer to knowledge updates/repositories to effectively process transactions
- Mentor to New hires on the floor
- Taking ownership of their stats
- Coaching them on policies in real time
- Sharing individual performance feedback
- With Google as Client
Education
Bachelor Of Engineering - ECE
NREC - JNTU affiliated
01.2012
Intermediate College -
Sri Chaitanya Junior College
01.2008
High School Examination -
St Martins High School
01.2006
Skills
- Data Analysis
- Innovative Thinking
- Strong Interpersonal Communication
- Professional Integrity
- Thrive Under Pressure
- Flexible Problem-Solving
- Structured Problem Solving
- Global Strategy Development
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Google Docs
- Google Sheets
- Google Slides
- Regulatory Compliance
- Schedule Management
- Operations Management
- Talent Acquisition
- Employee Evaluation
- Employee engagement
- Stakeholder Management
- Performance Improvement
- Quality Control
Toolbox
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Google Docs
- Google Sheets
- Google Slides
Achievements
Silver, For maintaining excellence in performance along with handling additional responsibilities in the team, Silver, For being a good PL Back up and Mentor, Silver, In recognition for your outstanding contribution towards project Local Data Operations for client Google, Gold, In recognition for your outstanding contribution towards project Local Data Operations for client Google, Gold, Go-Getter attitude and one stop for the Newbies in the team, Spotlight, 3, For Exemplary focus on performance excellence, Unicorn, 1, For spreading high performance and quality, Exceptional Contributor, 1, For producing significant results beyond what is expected, Sapphire, 3, For maintaining Floor metrics and excelling on it, Bronze, 1, Managed end-to-end operations of Phone Spam eval for the evening shift. Her above-and-beyond expected contribution towards the project was commendable, Spot Awards, For efforts/contributions on US Elections work, Spot Awards, For your extraordinary contribution in Hoonar
Hobbies and Interests
- Zumba instructor
- Fitness Enthusiast
- Cycling
- Socializing with people
Additional Qualifications
Certified Zumba Instructor, India
Roles And Responsibilities
Managed end-to-end operations for listings and reviews across US, CA, IN, and GB. Oversaw client metrics, prepared review presentations, and handled escalations. Led GOC triaging and resolved seller issues. Managed service delivery for Google Maps, drove strategic initiatives, and conducted performance reviews. Designed and implemented training programs, mentored teams, and ensured SLA adherence. Provided support for night shifts, conducted RCA analysis, and supported new site setup in Manila. Contributed to content moderation, reviewed listings, and adhered to market-specific practices. Mentored new hires, shared performance feedback, and organized team-building activities.
Timeline
Team Lead
Google Operations Center
10.2022 - Current
Team Lead
Cognizant
01.2016 - 10.2022
Senior Analyst
Serco
08.2012 - 01.2016
Bachelor Of Engineering - ECE
NREC - JNTU affiliated
Intermediate College -
Sri Chaitanya Junior College
High School Examination -
St Martins High School
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