Aug 2021 – Mar 2024 · 2 yrs 7 mos · India

• ● Managing fleet and leading a team across the UP East region and executing seamless operations. Performing cost analysis as well as managing Quality & Process initiatives and helping the organisation to improve the system processes in the operation team that help in business growth and profitable portfolio.
• ● Formulated process to improve the ROO conversion 65% to 80% in UP East region. Assisting the management in implementing new strategies for effectively scaling up the operations by reducing cost.
• ● Collaborate with cross-functional teams to guarantee on-time delivery and maintain high quality standards across operations.
• ● Oversee end to end different projects to improve the delivery experience of customers and communicate the same to management.
• ● Launched and managed an end to end Rapid Dispute Resolution(RDR) Program to improve the rider and customer experience in the online delivery.
• ● Setting and tracking the weekly, monthly, quarterly targets to meet the OKRs/KPIs for different programs/Projects to support key business decisions.
• ● Maintained and refreshed weekly, daily Cost Reviews and quality metrics .
• ● Finding and solving process roadblocks, as well as developing cross-functional partnerships with regional teams.
• ● Improved the NPS/ CSAT score of UP East Region from 25 to ~ 75% in 6 months and identified the detractors and built a process for the team to help that resulted in improvement in overall experience.
• ● Contributed innovative ideas for the region in new projects and enhancements to existing daily workflows of the team. Strong leadership skills demonstrated through effective team management.
• ● Utilise the team for cross functional projects and improved the utilisation from 40% to 60%.

Nov 2019 – May 2020 · 6 mos · Gurugram, Haryana, India

• As Central Operations Consultant, Analysis of payment generation of the trips including fraudulent trips, Escalation of Complaint through proper analysis, Background Check(BGV), Rejecting Account with EMEA Risk and serious safety's tags, Blocking Payment of fraudulent trips, Disabling Payouts, Waitlist account Issues. Adding traits and trackers, Blocking AAI Area.
• ● Updation of JIRA in case of Complaints from Riders towards Drivers that may include Taunting, Misbehaviour, Dispute over Cash Payments, Abusive language Used, Communal Comments, Religious Comments, Sexual Exploitation, Midway Dropout .Selection of category according to the level of complaint like L1, L2 and L3 which decides the final decision should be taken on the Driver Account.
• ● Blocking Airport Area of the drivers which continuously accepting rides only from Airport and Rejecting rides from elsewhere areas.
• ● Disabling Payouts of the Owners in case of driver continuously making fraudulent trips after giving them appropriate warning.
• ● Compliance maintenance
• ● Maintaining multiple SOP’s and suggesting the strategies by which the ground issue can be minimized.
• ● Maintaining and analyzing the daily dashboard to achieve better working efficiency, finding the glitch within the system by analyzing the trip records to reduce the chances of frauds.
• ● Analyzing Payment generation for the trips which Uber drivers used to take and finding the fraudulent trips.
• ● Performed RCA for fraudulent drivers within the system.