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SONIYA AGARWAL

@soniyaagarwal

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Operations and project manager driving efficiency, retention, and cost reduction.

India

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What I'm looking for

I seek a hands-on operations or project leadership role where I can scale teams, optimize processes, improve retention and SLAs, and drive measurable cost and quality improvements in a collaborative, growth-focused culture.

I am an operations and project management professional with 5+ years of combined experience in entrepreneurship, service operations, and global payroll project delivery. I have scaled offshore teams, implemented multi-channel support (Chat/SMS/Phone/24/7 Emergency), and designed quality audit systems that lifted CSAT from 65% to 86% and improved SLAs from 67% to 96%.

I have launched and grown consumer-facing businesses, directed 23 global payroll projects with a 95% on-time completion rate, and led retention and cost-optimization initiatives that increased monthly saves from 12 to 150 and generated an additional $60K annual net profit. I bring a data-driven, hands-on approach to process improvement, stakeholder management, and team leadership.

Experience

Work history, roles, and key accomplishments

Current

Support Operations Lead

Current

Mindbloom

Feb 2023 - Present (2 years 10 months)

Scaled offshore support team from 20 to 40, implemented Chat/SMS/Phone channels and a 24/7 emergency line, raising CSAT from 65% to 86% and improving SLAs from 67% to 96%.

Scaling Teams Customer Support Operations CSAT SLA Process Improvement

Project Manager - Sr. Process Associate

ADP

Feb 2022 - Jan 2023 (11 months)

Directed 23 global payroll projects across APAC, EMEA, and the Americas with a 95% on-time completion rate and reduced payroll cycle time from 3 weeks to 1 week through process improvements.

Global Payroll Project Management Process Improvement APAC EMEA AMER Operations Timeline Optimization Stakeholder Management Data Driven Decision Making

Founder / Operator

Advait Supermart

Oct 2020 - Jan 2022 (1 year 3 months)

Bootstrapped and launched a local retail store, increasing foot traffic 200% within six months, secured exclusive brand deals that raised margins 15%, and cut procurement lead times from 2 days to 12 hours.

entrepreneurship Retail Operations Margin Improvement Inventory Management Local Marketing

Sr. Seller Support Associate

Amazon

Oct 2015 - Oct 2020 (5 years)

Provided operational support and account management for third-party sellers, drove continuous process improvements and earned the Game Changer Gemba award for operational impact.

Account Management Process Improvement Operational Support Cross Functional Collaboration Performance Metrics

Founder / E-commerce Operator

Tees_Centre

Founded and grew an online dropshipping apparel business, expanding product lines to achieve 40% YoY revenue growth and reducing lead times from 7–9 days to 2–3 days via direct manufacturer sourcing.

E Commerce Operations Dropshipping Supplier Sourcing Revenue Growth Product Growth Customer Service Procurement

Education

Degrees, certifications, and relevant coursework

NMIMS (Narsee Monjee Institute of Management Studies)

Master of Business Administration, Operations Management

2022 - 2023

Grade: 80%

Completed a postgraduate program in Operations Management, achieving an 80% grade and applying operations and procurement skills to real-world projects.