Experience

UBER INDIA TECHNOLOGY PRIVATE LIMITED

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Team Lead

  • Sep 2019 - Present

  At Uber, I worked as a Senior Team Lead for Outbound Consultation Team for Restaurant Operations(OCTRO) team in the UberEATS division.The OCTRO Team monitored the performance of restaurants on the EATs platform and provided consultations to the restaurant partners to help increase their visibility and order sales on the platform.Operations: Reviewed the operations on a daily basis, managed a team of approx. 42 consultants to ensure all key metrics of performance are met and exceeded.Aligning key objectives: Established good stakeholder relationships across all hubs and owned hub specific and process level projects end to end.Quality process setup: Set up quality parameters for the team to help gauge and improve the quality of the consultations provided to restaurant partnersPerformance management: Built dashboards & sent out reports to help the stakeholders, leadership and the team monitor the progress on the key KPIs.Process Improvements: Detail oriented and organised. Constantly found ways to increase efficiency and provide a better output. Show less

• Operations Team Lead

  • Mar 2018 - Aug 2019

  At Uber, I led the ContactLESS Coding Team. The Coding team diagnoses root-causes of defects and passes on insights for product development. This helps Product quantify the impact of possible solutions, which leads to defect reduction, better product and a more enhanced seamless experience for our platform users.Operations: Reviewed the Coding operations on a daily basis, managed a team of approx. 15 community operations specialists to ensure schedules and all key metrics of performance are met and exceeded.Product Knowledge: Cross-trained self, the team and 3 Regional Coding teams on global Driver & Rider policies on ~ 36 Issue Categories.Quality assurance: Reviewed 5% of the contacts Coded by the team to ensure good quality.Track metrics: Prepared & sent out reports and dashboards to help the manager and the team monitor the progress on their metrics.Process Improvements: Detail oriented and organised, able to evaluate projects & provide input on productivity & quality improvements Show less

• Community Operations Specialist

  • Oct 2016 - Feb 2018

  I Joined Uber as a community Operations Specialist for the India market where we resolved any Driver concerns around Accounts, trips and payments. 6 months into my tenure, I was selected to be a part of the pilot batch of the ContactLESS Coding Project in March 2017 and helped lay the foundation for the process and the team



GLOBALLOGIC TECHNOLOGIES LIMITED

• India
• 200 - 300 Employee

• Quality Assurance Analyst

  • 2013 - 2016

  At GlobalLogic, I worked as the Quality Analyst for client, Google. Specifically for the Google Maps division. Catered to the US market. Audited the listings of the local business details reviewed by the Content Engineering Analysts, was part of the Canada Alchemy project and worked on various projects. At GlobalLogic, I worked as the Quality Analyst for client, Google. Specifically for the Google Maps division. Catered to the US market. Audited the listings of the local business details reviewed by the Content Engineering Analysts, was part of the Canada Alchemy project and worked on various projects.