Sapna Yadav

Experienced Process Lead / Operations Lead with 6+ years of expertise in managing end‑to‑end operations within Business Services, Reconciliation, and Billing domains. Proven ability to lead teams, improve KPIs, manage client stakeholders, drive process stability, and deliver SLA‑driven results. Strong exposure to client communications, audit controls, training, and reporting, with hands‑on experience using Power BI, Excel, Acorn, and workflow tools.

Adept at driving continuous improvement aligned with company and governance standards.

Process Lead / Supervisor (Operations & Training) - WM Universal Solutions Pvt. Ltd. - Indore

(2019-07)

Lead end‑to‑end operations for reconciliation and billing processes, ensuring adherence to SLA, quality, and compliance benchmarks.

• Manage and mentor a team of 16 associates, including workload planning, performance reviews, and engagement initiatives.
• Act as primary client contact (Windsor) for daily operations calls, escalations, service updates, and issue resolution.
• Successfully introduced a new reconciliation framework in collaboration with IT and business stakeholders, improving process accuracy and turnaround time.
• Ensure invoice validation, audit, and reconciliation through Acorn (EDI & Scan) and Kofax platforms.
• Drive root cause analysis on discrepancies, including vendor coordination for missing or incorrect specifications and pricing / rate mismatch resolution based on contractual terms.
• Prepare and present MIS, dashboards, and performance analysis using Power BI and Excel for leadership review.
• Lead training programs and refreshers for new joiners and existing team members; trained 100+ resources, many of whom progressed to higher roles.
• Maintain up‑to‑date SOPs, process documents, and control checklists, contributing to audit readiness and operational stability.
• Support process improvements, automation ideas, and transition readiness in line with Accenture delivery governance.
• Awarded "Extra Miler" for exceptional operational ownership.
• Rated "Outstanding" in annual performance review.
• Consistently met or exceeded SLA, productivity, and accuracy targets.

Customer Support Executive – Uber Rider Support - Teleperformance - Indore

Delivered high‑quality customer support for Uber riders, handling payment, ride, and app‑related queries.

• Maintained strong CSAT, AHT, and quality scores while adhering to compliance and escalation protocols.
• Developed strong communication and customer‑centric resolution skills.

Trainee – Depository Participant Operations - Madhya Pradesh Stock Exchange Ltd.

(2013-02 - 2014-03)

• Supported Demat account opening, trading operations, and KYC documentation.
• Assisted with daily back‑office and compliance activities.

Master of Commerce - M. Com - DAVV

Bachelor of Commerce - B. Com - DAVV

12th Standard - MP Board