Headline

Platform Integrity & Escalations | Operations & Program Management | Process Insights | Cross-functional Leadership | WhatsApp - Meta

About

Operations and Project Management professional with 5+ years of experience driving business operations, workflow delivery, process improvement and cross-functional execution across technology and service environments. As a Workflow Lead in WhatsApp Business Integrity, I lead operational execution, workflow governance, stakeholder coordination and escalation management in a high-volume, business-critical environment. Key contributions: • Lead operational execution and governance through 8 SMEs. • Reduced escalation backlog by 60% through structured triage and cross-functional coordination. • Sustained SLA adherence above 90% through workflow prioritisation and performance monitoring. • Drive collaboration across Product, Engineering, Policy, Quality and Operations teams. • Manage operational risks, escalations, resource allocation and process improvement initiatives. Previously led a team of 50 Quality Analysts at Genpact, improving team performance by 20%, accuracy by 17% and sustaining a 95% quality score. Interested in opportunities across Operations Management, Program Management, Project Management, Business Operations and Process Excellence.

Location

Hyderabad

AI stack

metaai

ChatGPT

Work experience

Workflow Lead - FTC at Meta, Jun 2025 - Present · 1 yr 6 mos, Hyderabad, Telangana, India

Team Lead at GENPACT, Aug 2024 - May 2025 · 10 mos, Hyderabad, Telangana, India, Overseeing a team of 49-50 QAs working for a project with capacity of 1045 agents. - Implemented quality control measures to improve accuracy metrics by 18-20% - Coordinated with stakeholders to ensure alignment of quality strategies with business goals. - Developed and executed training programs to enhance team capabilities in quality analysis and operational management. - Utilized data-driven insights to identify and resolve process inefficiencies, resulting in a 15-16% increase in overall productivity.

Senior Quality Analyst at GENPACT, Sep 2022 - Apr 2024 · 1 yr 8 mos

Process Associate at GENPACT, Feb 2021 - Aug 2022 · 1 yr 7 mos

Education

Bachelor of Technology - BTech, Mechanical Engineering, Malla reddy Institute of engineering and technology