Prasiddha Bastola
Herndon,VA
Summary
Results-driven operations and process management leader with 12+ years of experience overseeing carrier operations, accounts receivable, fraud mitigation, reverse logistics, and cross-functional initiatives within large-scale retail and telecommunications environments. Proven expertise in data analysis, process optimization, vendor management, and operational performance improvement using tools such as BigQuery, Power BI, and SQL. Demonstrated success in driving efficiency, resolving complex operational challenges, and partnering across business functions to improve customer experience and business outcomes.
Overview
20
20
years of professional experience
Work History
Process Manager
Walmart
Herndon, VA
06.2014 - Current
- Lead wireless accounts receivable and carrier operations, serving as the primary liaison between Walmart and national carriers, including T-Mobile, AT&T, Verizon, and US Cellular.
- Oversee end-to-end order processing operations, fraud mitigation strategies, executive escalations, and reverse logistics, ensuring operational continuity and timely issue resolution.
- Conduct data-driven analysis of order performance and fallout using BigQuery, SQL, enterprise data warehouses, and Power BI to identify trends and drive process improvements.
- Partner cross-functionally with Finance, Product, and IT teams to resolve operational challenges, enhance system performance, and implement scalable solutions.
- Drive carrier testing initiatives and support new product and process deployments to improve operational efficiency and reduce failure rates.
- Manage offshore vendor performance (ExpertServ), ensuring quality standards, productivity targets, and service-level expectations are consistently met.
- Lead strategic initiatives focused on improving customer experience, reducing operational defects, and strengthening internal controls.
- Automation rates of 95 % achieved
Call Center Specialist
Vector Security
Gainesville, VA
03.2014 - 06.2014
- Delivered inbound customer support for security system troubleshooting and technical issue resolution.
- Coordinated service scheduling and maintenance appointments with field technicians.
- Provided real-time technical assistance while maintaining high customer satisfaction and service quality.
Credit & Activation Specialist
Simplexity
Reston, VA
09.2011 - 05.2013
- Supported Verizon Wireless activations by validating order accuracy and processing activation requests.
- Resolved order discrepancies and collaborated with customers to obtain required documentation.
- Facilitated device activations and shipment processing while maintaining strict adherence to service standards.
Call Center Account Specialist
Navy Federal Credit Union
Vienna, VA
09.2006 - 05.2009
- Assisted members with a wide range of financial products, including checking, savings, loans, mortgages, and IRA accounts.
- Processed account transactions and resolved complex inquiries in a high-volume call center environment.
- Educated members on financial products while ensuring compliance with banking regulations and security protocols.
- Built strong member relationships through effective problem-solving and personalized service.
Education
Associate Degree - Business Administration & Management
Northern Virginia Community College
05-2006
Skills
- Operations Management
- Process Improvement & Optimization
- Data Analysis (BigQuery, Power BI, SQL, Data Warehousing)
- Carrier Operations & Telecommunications
- Fraud Prevention & Risk Mitigation
- Vendor Management & Offshore Team Leadership
- Executive Escalation Management
- Cross-Functional Collaboration
- Customer Experience & Service Excellence
- Financial Services & Banking Operations
- Reverse Logistics
- Regulatory Compliance
- Strategic Problem Solving
- BigQuery
- Power BI
- SQL
- Data Warehousing
- Microsoft Excel
- Process Analytics & Reporting
- CRM Systems
- Operational Performance Monitoring
Accomplishments
- Successfully assisted in launching different system within walmart wireless with help testing in production
- Supervised team of 250 staff members at peak holiday hours
Languages
English
Full Professional
Nepali
Native or Bilingual
Hindi
Limited Working
Timeline
Process Manager
Walmart
06.2014 - Current
Call Center Specialist
Vector Security
03.2014 - 06.2014
Credit & Activation Specialist
Simplexity
09.2011 - 05.2013
Call Center Account Specialist
Navy Federal Credit Union
09.2006 - 05.2009
Associate Degree - Business Administration & Management
Northern Virginia Community College