MAYANK YADAVA
Hyderabad
Summary
Customer Experience Lead with experience supporting high-volume community
operations, process improvement, and cross-functional collaboration. Strong background in analyzing
performance metrics, supporting SLA and quality goals, enabling frontline teams with knowledge and
guidance, and executing data-driven process improvements. Comfortable working in fast-paced, 24/7
operational environments.
Overview
11
11
years of professional experience
Work History
Customer Experience Team Lead
Fresh Prep Inc
Vancouver
03.2023 - 11.2025
- EXPERIENCE
Fresh Prep Inc. — Marketing & Customer Experience Operations
03/2023 – 11/2025| Vancouver, BC
• Supported frontline Customer Operations Specialists in a high-volume environment, helping teams
consistently meet SLA, quality, and customer experience targets.
• Acted as a subject-matter resource for specialists by answering questions, clarifying processes, and
supporting issue resolution.
• Worked closely with Quality and Training teams to identify performance gaps and support QA reviews
and training initiatives.
• Monitored operational metrics and customer data to identify trends and recommend data-driven
process improvements.
• Collaborated cross-functionally with Marketing, CX, Analytics, and Operations teams on campaigns
and operational changes.
• Supported performance reviews by identifying trends and contributing feedback to improve team
productivity and outcomes.
Community Manager - Google Photos
Google Operations Center
Hyderabad
06.2020 - 03.2022
- Led community operations for 200,000 global users, generating insights to support product improvements
- Analyzed behavioral trends, developed reports, and communicated findings to internal product teams
- Acted as a liaison between users and engineering teams, strengthening client-facing capabilities
- Authored internal guidance content and contributed to knowledge management
- Global community management for Google Photos, focusing on user engagement and product feedback
Manual Fraud Investigator
Uber Eats
Hyderabad
08.2016 - 06.2018
- Conducted detailed investigations to identify fraud patterns and operational inefficiencies
- Collaborated with global risk teams to implement mitigation strategies
- Produced structured reports and data insights for decision-making
- Food delivery service operating globally, involving various operational roles
Credit Servicing Executive
HSBC Bank
Hyderabad
09.2014 - 04.2015
- Analyzed financial documents and assessed credit risk for internal decision-making
- Managed communication with clients and internal stakeholders
- Global banking and financial services organization
Education
Master of Business Administration -
University Canada West
Vancouver, BC12.2025
Bachelor of Commerce -
Osmania University
Hyderabad, IN12.2025
Skills
- Gmail
- Microsoft Excel
- Microsoft Power Point
- Asana
- Slack
- Google G-suite
- Intercom
- Salesforce
- Google Analytics
Timeline
Customer Experience Team Lead
Fresh Prep Inc
03.2023 - 11.2025
Community Manager - Google Photos
Google Operations Center
06.2020 - 03.2022
Manual Fraud Investigator
Uber Eats
08.2016 - 06.2018
Credit Servicing Executive
HSBC Bank
09.2014 - 04.2015
Master of Business Administration -
University Canada West
Bachelor of Commerce -
Osmania University