Utpal Kumar ✅️ — Associate Consultant

Green Light Expert 1 | Uber Position Summary: As a Green Light Expert 1 at Uber, I played a pivotal role in ensuring a seamless experience for our driver-partners. My primary responsibility was to provide effective solutions to driver problems and challenges. This involved handling various aspects of driver support, from onboarding to issue resolution. Additionally, I was responsible for team management and training, as well as maintaining high-quality service standards. Key Responsibilities: Driver Problem Resolution: Quickly and effectively resolved driver issues, ensuring a high level of satisfaction. Acted as a point of contact for drivers facing problems and provided clear and efficient solutions. Background Check Escalation: Managed the escalation of cases related to driver background checks, ensuring compliance with safety standards. Collaborated with relevant teams to address and resolve background check issues promptly. JIRA Ticket Management: Raised JIRA tickets to report and track system-related issues, ensuring timely resolution. Maintained clear communication with the technical support teams to resolve driver platform issues. Driver Onboarding: Conducted thorough driver onboarding processes, welcoming new drivers to the Uber platform. Assisted drivers in navigating the onboarding requirements and procedures. Developed and delivered training programs for Green Light Experts to ensure a high level of service quality. Kept the team updated on new policies, procedures, and platform changes. Successfully reduced driver problem resolution time by 95%. Achieved a good improvement in background check process efficiency. Improved team performance, resulting in higher driver satisfaction scores. Implemented a training program that reduced onboarding time for new drivers. Skills: Problem Solving and Conflict Resolution Customer Support and Service Case Escalation and Resolution JIRA Ticketing System Training and Development Communication and Interpersonal Skills.

Stackforce AI infers this person is a Customer Experience Specialist in the Transportation industry.

Location: Gurugram, Haryana, India

Experience: 11 yrs 3 mos