Hyderabad, Telangana, India
Experienced Operations analyst with 3+ years of expertise in global issue resolution, stakeholder communication, and process optimization. Skilled in Product operations, bug identification, fix experience, fraud investigation, and compliance tracking. Proficient in providing personalized assistance to customers, driving efficiency through insights and automation. Strong analytical skills with proficiency in Excel, SQL, and project management. Dedicated to enhancing service quality and stakeholder satisfaction through continuous improvement initiatives.
As a Bug and Outage Specialist at Uber, I played a crucial role in bridging the gap between support and engineering teams. My responsibilities included triaging and escalating reported bugs to Engineering, ensuring issues were verified using diagnostic tools and runbooks. I acted as the on-call outage page owner, assisting with debugging and maintaining open communication with key partners to drive resolutions. I developed and distributed comprehensive support instructions and workarounds to global agents to minimize customer impact during live bugs or outages. I meticulously tracked and reported all bugs and outages, contributing to process improvements and the prioritization of issues. Additionally, I maintained crisis response protocols, assessed potential user impact, and coordinated our response strategy during crises. My role required a strong understanding of incident management, stakeholder collaboration, and problem-solving, utilizing tools like Jira, Salesforce, Kanban Board, and internal systems such as Bliss, Investigation Workbench, and Chronicle.
In my role as a Service Quality, Risk, and Compliance Specialist II at Uber, I focused on identifying and addressing gaps in support and customer experience. I was responsible for ensuring compliance with relevance, responsiveness, privilege, and confidentiality standards across various teams, including the Global Eats Refunds, Fraud/Risk, and Customer Support teams. I launched cost-saving projects that significantly impacted the business and contributed to the continuous improvement of processes. My role involved making independent decisions, managing multiple tasks, and achieving monthly targets. I ensured compliance management and provided detailed work-related updates to reporting managers. I excelled in analytical skills, communication, and problem-solving, contributing to the enhancement of overall service quality. My expertise also extended to project management and stakeholder engagement, ensuring seamless operations and risk management. Additionally, I managed and trained new team members, conducted workshops to enhance quality standards, and mentored new joiners. I also led QA management initiatives to improve training and development programs. Through effective team management and continuous improvement efforts, I played a pivotal role in maintaining high-quality standards and driving operational excellence.
As a Community Operations Specialist I at Uber, I provided personalized concierge experiences to drivers and couriers through various communication channels, including chat, SMS, voice, and email. My primary focus was increasing trip conversion by guiding new drivers and couriers through the onboarding process and supporting them through their initial trips. I proactively engaged with drivers and couriers at risk of churn, boosting supply hours, trips, and gross bookings. I ensured compliance with KYC, document, BGV, and payments regulations, maintaining high standards of accuracy and integrity. I participated in special projects, incubation experiments, and regular team huddles to discuss common errors, FAQs, and standard processes. Staying updated on product updates and addressing unresolved questions with the program team were crucial aspects of my role. My skills in customer support, proactive engagement, and compliance management were instrumental in growing, retaining, and engaging our driver and courier community.
In my role as a Pre Sales Associate at BYJU's, I operated in a high-performance, employee-oriented environment aimed at spreading BYJU's unique learning approach across India. As an individual contributor, I was responsible for qualifying leads through various channels and engaging potential customers via calls using Ameyo. I effectively briefed prospects about the programs they showed interest in, generating interest in BYJU's products. I achieved high-quality and verified sales, ensuring accurate and complete information was updated on company platforms such as LS and CRM. Regularly providing work-related updates to my reporting managers, I met and exceeded the required input and output parameters for business performance. My role required excellent communication skills, customer engagement, multitasking, and proficiency in CRM and reporting tools. My passion for education and dedication to customer satisfaction contributed to the success of BYJU's sales objectives.