Open to opportunities

Priya dey

@priyadey

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Vision-driven operations leader with expertise in business process optimization.

India

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What I'm looking for

I seek a role that fosters collaboration, values strategic execution, and offers opportunities for professional growth.

I am an operations strategist with over 9 years of experience in transforming workflows and leading teams across various business verticals. My journey has been marked by a commitment to delivering consistent results in HR operations, compliance, customer experience, and service delivery. I pride myself on my ability to blend empathy with structure, managing dynamic environments with clarity and accountability.

Throughout my career, I have successfully led initiatives such as the global overhaul of Time & Attendance systems at Expedia Group, which reduced manual effort by 50%. I have also established and scaled compliance operations teams at Airbnb, ensuring 100% policy adherence and contributing to zero compliance issues during structural changes. My expertise in mentoring teams and building scalable processes has been instrumental in driving cross-functional alignment and influencing change through data-backed decisions.

Experience

Work history, roles, and key accomplishments

Current

Associate Manager, HR Operations

Current

Expedia Group

Feb 2023 - Jan 2025 (1 year 11 months)

Managed HR operations across regions, overseeing onboarding, offboarding, and payroll inputs while ensuring compliance and accuracy in Workday HRIS. Redesigned Time & Attendance operations, cutting manual efforts by 50% and improving policy adherence. Partnered with cross-functional teams to execute performance review cycles and enhance employee engagement.

HR Operations Workday Compliance Onboarding Performance Management Data Analysis Process Improvement Employee Engagement

Supervisor, Payment Compliance

Airbnb

May 2020 - Jan 2023 (2 years 8 months)

Built and managed a compliance team overseeing KYC and payment protocols during operational setup. Introduced performance measurement tools and implemented training programs, contributing to zero non-compliance cases. Authored SOPs and led audits to maintain quality standards.

KYC Compliance Management Team Leadership SOP Development Training Risk Management Audit Process Optimization

Supervisor, Customer Support

Airbnb

Jul 2018 - Apr 2020 (1 year 9 months)

Led a team in managing escalations and service delivery in a high-volume support environment. Designed onboarding frameworks for new hires, improving retention and performance. Managed coaching programs that enhanced customer satisfaction metrics.

Customer Support Team Management Onboarding Coaching Performance Metrics Service Delivery Escalation Management Customer Satisfaction Training

Customer Support Analyst

Airbnb

May 2017 - Jul 2018 (1 year 2 months)

Delivered high-quality customer support, achieving 97% satisfaction while managing a high volume of support tickets. Identified performance trends and provided coaching to improve new hire ramp-up effectiveness.

Customer Support Ticketing Performance Analysis Coaching Customer Satisfaction Problem Solving Communication Feedback Quality Assurance

Chat Support Specialist

Convergys

Mar 2016 - Mar 2017 (1 year)

Handled daily chat interactions with a high first-contact resolution rate. Trained new agents and maintained quality benchmarks through effective process adherence.

Chat Support Training Quality Assurance Process Adherence Communication Problem Solving Customer Satisfaction Performance Metrics

QA Testing Analyst

Cognizant

Aug 2014 - Aug 2015 (11 months)

Designed and executed software testing cases, logged bugs, and collaborated with developers for resolution cycles. Conducted user acceptance testing to ensure product readiness and quality.

Software Testing Logging User Acceptance Testing Quality Assurance Collaboration Root Cause Analysis Agile Methodologies Problem Solving

Education

Degrees, certifications, and relevant coursework

KPMG

Lean Six Sigma Green Belt, Business Operations

2022 - 2022

Achieved Lean Six Sigma Green Belt certification, focusing on process improvement methodologies and quality management principles to enhance operational efficiency.

Gauhati University

Bachelor of Arts, Literature

2010 - 2014

Completed a Bachelor of Arts in Literature, focusing on various literary theories, critical analysis, and writing skills. Developed a strong foundation in understanding diverse literary works and their cultural contexts.