Saawan Adhikary

Led Trust & Safety operations for a major search engine, managing 500+ FTEs across India, spanning content moderation, fraud and risk prevention, and LLM maintenance and training. Delivered 15% cost savings and an 18% productivity boost by optimising processes, rebalancing resources, and deploying AI-assisted moderation tools. Maintained 99.5%+ SLA compliance across all product areas while cutting revenue leakage by 22% via enhanced fraud detection and vendor audits. Improved team retention by 35% through leadership development, grooming over 45 members for promotion. Served as the primary escalation point, proactively identifying and mitigating operational and financial risks to maintain seamless service, drive profitability, and ensure operational excellence.

Lead Capacity and Resource Planning, optimised capacity planning and resource allocation across a 200-person team, resulting in a 5% increase in productivity and unit efficiency. Engineered proactive fraud prevention strategies and risk planning protocols, reducing operational risk incidents by 7%. . Governed SLA and CPM compliance through rigorous business impact analyses, maintaining a 99% SLA pass rate across core service deliverables.

Managed a 150-employee workforce and coordinated daily production coverage.Solved production challenges using practical, on-floor decisions and targeted workarounds.Built a quality-led culture by coaching teams on standards and checks.Worked with clients to improve product performance through feedback cycles.Reduced resource loss by resolving employee and production issues quickly.

Assessed employee competencies regularly and delivered training with structured mentorship.Refreshed employee training programmes to close knowledge gaps.Attended staff development meetings and contributed to workshop sessions.Ran team-building workshops to lift morale and increase productivity.

Standardised protocols through comprehensive training for new staff daily, reducing inconsistencies.
Partnered with operations and quality teams to integrate new hires seamlessly.
Evaluated customer needs for spontaneous instruction sessions, confirming full understanding.

Provided technical support to 7,11 customers via phone, email, and Skype calls.
Resolved hardware, software, and network faults across customer desktops and laptops.
Generated user tickets, troubleshot Outlook issues, and processed SRMS access requests.

Addressed user issues through chat, email, and web ticketing systems daily.
Managed broadband operations to complete tasks on time consistently.
Handled customer issue escalations and resolved cases effectively.
Achieved top ranking in company-wide customer satisfaction surveys.
Assisted with organising internal committee events for staff.