Zhaoyu Ruan

I’m an Operations Team Lead with Accenture Trust and Safety experience, focused on BPO service delivery and keeping performance aligned to KPI and SLA. I lead teams end-to-end—translating strategy into daily execution, maintaining scorecards, and using metrics to keep stakeholders confident. I’m energized by improving how work flows, not just maintaining it.

From my Operations Team Leader role (2021–2023), I managed a multinational high-performance team (size 10+) to consistently deliver service outcomes. I prepared and presented WBR/MBR/QBR deck reporting to global clients and senior leadership, and I drove process and policy innovation with qualitative & quantitative impact analysis that was eventually implemented. I also handled workload planning, coached the team through huddles and engagement activities, and strengthened business operations workflow through continuous improvement.

Before that, I built operational judgment as a Content Moderator (2018–2019), reviewing appeals and escalations and applying demonetization actions to objectionable content. I also supported logistics operations as an Assistant / Barge Scheduler by coordinating schedules across terminals and vessels for smooth delivery. Across these experiences, I bring structured project management, QA workflow standardization, and training ownership to help teams execute with clarity.