Richa Priyadarshini
Gurugram
Summary
Quality and Risk Operations professional with 12 years of expertise in investigations, appeals review, and operational compliance. Skilled in risk assessment, quality auditing, and process optimization, with a strong record of identifying gaps and implementing corrective actions. Proven ability to enhance operational efficiency in global technology and service organizations. Open to roles in Quality Assurance, Risk & Compliance, Process Excellence, and Internal Audit.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Appeals & Escalations Specialist
Airbnb Global Capability Center Private Limited
Gurugram
06.2017 - Current
- Investigate and resolve escalated account issues in alignment with Airbnb's global safety and compliance policies.
- Conduct risk assessment, process audits, and workflow optimization to enhance operational efficiency and reduce revenue loss.
- Conduct risk-based investigations of account suspensions and policy violations, ensuring decision accuracy and policy compliance.
- CollIaborated on Altius Project to detect and prevent hosts avoiding service fees; recommended preventive, detective, and corrective measures, mitigating multi-million-dollar revenue loss.
- Implemented process improvements in Project Snowball, reducing escalation response time by 20%.
- Optimized workflows for First Call Resolution project, enhancing operational efficiency.
- Managed social media escalations while maintaining compliance with company policies.
- Created internal training materials and documentation to standardize processes and improve onboarding efficiency.
- Served as subject-matter expert for new hires, sharing best practices and improving team performance.
- Streamlined internal processes for account and listing management to ensure consistency and compliance.
Credit Collections Specialist
American Express
Gurugram
01.2017 - 05.2017
- Managed credit collections while ensuring adherence to internal processes and compliance standards.
- Identified process inefficiencies and suggested improvements to enhance collections performance.
Escalations Admin Tier 2 Professional
Interglobe Technologies
Gurugram
10.2014 - 12.2016
- Managed flight-related escalations using Sabre and Amadeus, analyzing procedural gaps to improve workflows.
- Mentored new hires on best practices and process standardization.
- Reduced average handling time by 90 seconds through smart workflow optimization and training.
Operations Executive
Arvato Bertelsmann
Gurugram
05.2014 - 10.2014
- Ensured adherence to operational procedures and quality standards for travel-related processes.
- Monitored and analyzed process performance and compliance metrics to identify areas for improvement.
- Supported operational efficiency initiatives by providing insights and recommendations for workflow optimization.
Education
PGDM - Finance & Human Resources
01.2014
Bachelor of Commerce (B.Com) -
01.2012
Skills
- Quality auditing and case review
- Risk assessment and control evaluation
- Process improvement and workflow optimization
- Root cause analysis
- Policy compliance and governance
- Operational excellence and SLA management
- Escalation management and decision-making
- Audit documentation and reporting
- Stakeholder collaboration and training
Additional Information
Extensive experience in global operations, process auditing, and risk-compliant environments, Strong understanding of policy governance, operational risk, and process excellence, Actively pursuing roles in Quality, Risk, Audit, and Process Improvement
Tools Technology
- MS Excel (Intermediate: Pivot Tables, Lookups, IF/COUNTIF/SUMIF)
- Case Management & CRM Systems
- Internal Risk & Policy Dashboards
- Reporting & Documentation Tools
Accomplishments
Best Performer Award – Recognized in 2022 and 2023 for consistent excellence in operational performance and process adherence across three consecutive quarters.
Special Recognition – Major Project (2024) – Collaborated with Indian Market Lead on a high-impact project, implementing corrective measures that prevented a 10% potential revenue loss for Airbnb.
Lean Six Sigma Green Belt – Certified in process improvement, workflow optimization, and quality assurance methodologies.
Special Recognition – Major Project (2024) – Collaborated with Indian Market Lead on a high-impact project, implementing corrective measures that prevented a 10% potential revenue loss for Airbnb.
Lean Six Sigma Green Belt – Certified in process improvement, workflow optimization, and quality assurance methodologies.
Certification
Data Analytics (In Progress) – Pursuing coursework in data analysis, visualization, and business insights to strengthen decision-making and operational analysis skills.
Timeline
Appeals & Escalations Specialist
Airbnb Global Capability Center Private Limited
06.2017 - Current
Credit Collections Specialist
American Express
01.2017 - 05.2017
Escalations Admin Tier 2 Professional
Interglobe Technologies
10.2014 - 12.2016
Operations Executive
Arvato Bertelsmann
05.2014 - 10.2014