Arpansagar Yericherla

At Sutherland, I support real-time operations for Airbnb and Lyft in a Global Command Center. I monitor queues, staffing, and contact-center performance to help keep intraday actions aligned with service-level and response-time targets.

I track service level, ASA, queue volumes, and staffing to identify performance gaps and emerging risks. I recommend or implement schedule, break, activity, and staffing adjustments based on demand and available capacity.

I coordinate with Operations, Team Leaders, and WFM stakeholders on intraday performance, staffing concerns, and operational risks. I also prepare intraday and end-of-day reports covering KPIs, trends, exceptions, and staffing conditions.

Previously, I handled chat-based customer support at 24-7 Intouch Company (Khoah Solutions), resolving complex issues through structured troubleshooting and escalation. At CONNEQT Business Solutions Ltd, I handled customer service issues and was recognized as Employee of the Month for service excellence and consistent performance.