Operations Analyst Business

Raja Sirum

+1-801-***-**** *********@*****.*** www.linkedin.com/in/sssgkraja

EXPERIENCE

BulkMagic

Business Operations & Strategy Lead February 2025 – Current

• Orchestrated the end-to-end design and rollout of foundational operational and product frameworks, SOPs, process flows, and execution models from the ground up reducing manual touchpoints by 40% and tripled cross-functional turnaround speed.

• Defined and implemented operational governance protocols through MoUs, SLAs, and compliance checklists—standardized vendor onboarding, slashing the onboarding time by 25%, reducing back-and-forth cycles, accelerating go-live readiness.

• Drove stakeholder alignment through recurring syncs and feedback loops with design, legal, tech, and partners translating user needs into UX workflows, mockups, and requirements, increasing vendor lead generation rate from <2% to 15% in 4 weeks.

• Partnered with leadership to scope and roadmap product initiatives, define GTM strategy, and drive execution while achieving 90% of milestones on schedule and boosted stakeholder satisfaction by 35% through structured reporting and collaboration. Apple Inc

AI/ML Operations Analyst November 2019 – July 2023

• Collaborated with global teams across the US, India, and Ireland to enhance Siri’s functionality in over 5 languages and multiple device nodes, improving interaction accuracy by 15% and impacting more than 50 million plus users worldwide.

• Standardized evaluation protocols for AI and ML response accuracy, increasing precision by 20% and reducing rework cycles, saving over 1,200 analyst hours annually through streamlined processes and enhanced tracking via Tableau and Power BI.

• Served as a subject matter expert on cross-functional training and annotation workflows, reducing manual annotation errors by 18% through workflow and product integration, and maintaining a manual data accuracy benchmark exceeding 95%.

• Designed and implemented scalable onboarding and quality training programs for more than 20 new hires, reducing onboarding time by 30% while ensuring consistency across global operations using standardized SOPs and Confluence documentation. Amazon Inc

Operations Analyst March 2018 – November 2019

• Led proactive troubleshooting workflow optimization for Alexa, Kindle, Fire, Prime, and Twitch, resulting in a 25% reduction in customer handling time (CHT) and saving over 1500 team man-hours annually across US, UK, IN, Singapore, and UAE markets.

• Enhanced issue resolution accuracy by 32% through robust fraud detection workflows, anomaly analysis, and user behavior audits, contributing to a 12% spike in CSAT and a 20% decrease in repeat contacts across digital and smart home devices.

• Applied Lean, Kaizen, and Gemba principles to revamp escalation protocols and SOPs, driving a 28% drop in repeat ticket volume and a 27% reduction in team workload through process automation and documentation within the internal Knowledge Center.

• Served as Subject Matter Expert (SME) and Associate Team Lead, leading training initiatives, mentoring new hires and peers, while building Confluence-based blurbs, blurb lets, and cross-functional troubleshooting guides adopted by global support teams.

• Drove standardized global alignment measures for technical support across three regions, boosting service delivery consistency and accelerating go-live support timelines by 35% through stakeholder syncs and proactive feedback integration. Slice (Slice Pay)

Campus Ambassador - Intern February 2017 – January 2018

• Led KYC-based user verification and engagement campaigns, increasing adoption by 15% and fostering responsible credit use among users. Advocated for digital SLA adoption to enhance user experience while maintaining rigorous verification standards.

• Streamlined receivables and payables with 100% financial accuracy across debt cycles. Built tracking dashboards and automated workflows to strengthen account management, ensure compliance, and support GTM milestones for the product outreach.

• Collaborated with marketing and tech to shape user stories, refine engagement strategies, and execute project milestones using Lean practices. Mentored interns and helped design scalable operational flows to support long-term product delivery. TECHNICAL SKILLS

Databases/Programming: MySQL, PostgreSQL, SQL, Python, VBA, Java, Data Modeling Data Visualization/Cloud: Tableau, Power BI, Alteryx, Excel, Matplotlib, MATLAB, GCP, Azure Product/Process Management: Kaizen, Gemba, Confluence, Momentive, Figma, Kanban, Jira, Sprint Planning, Product Backlog Certifications: Lean Six Sigma Green Belt, Microsoft Power BI Data Analyst, Scrum Product Owner (CSPO®), Certified Scrum Master (CSM®) EDUCATION

University of Utah, David Eccles School of Business Master of Science in Information Systems - GPA 3.97/4.0 December 2024 SRM University

Bachelor of Technology in Electronics & Communication Engineering August 2017 ACTIVITIES

• Volunteer Champion, Apple: Organized community programs supporting education, inclusion, and local development.

• Treasurer, IET Student Chapter, SRM University: Managed chapter finances and organized technical events and workshops.

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