Jun 2024 – Nov 2025 · 1 yr 5 mos · Hyderabad, Telangana, India · On-site

May 2022 – Nov 2023 · 1 yr 6 mos

• Handling the ANZ Region (Live and NON-Live LOBs) as Capacity Planning Analyst for Global Command Center,
• ~ Collect and analyze historical metrics to ensure emerging trends are captured, identify and normalize outliers and create efficient DOWs and arrival pattern and generate FTE requirement using Erlang and workload
• ~ Maintain liaison with the external stakeholders (BPO) and share analysis and recommendations to improve staffing levels and efficiency.
• ~ Understand reasons for forecast variance and share insights with the internal and external stakeholders to improve forecast accuracy and overall efficiency.
• ~ Build intra-day plans, and update arrival patterns, which factor in all workload and staffing inputs handled within the respective group while taking into account schedule limitations and input from business partners.
• ~ Work with vendors to help flag operational challenges and find solutions within Uber to help them succeed.
• ~ Support multiple modalities from internal app support to phone, chat, email, documents and menu.
• ~ Investigate operational issues as needed and determine scalable solutions, working cross-functionally with the appropriate teams.

Feb 2021 – May 2022 · 1 yr 3 mos

• Handled queues at APAC, ANZ, EMEA region and ensured the call volume to be under control at all intervals by interacting with BPO partners in order to maintain the SLs
• Proactively communicated with the relevant stakeholders and shared detailed reports in case of any deviation or unforeseen situation (Outages or inapp issue) impacting the SLs and Performance of the OUs (operational units)
• Besides BAUs, Created a comprehensive SSOT and training plan for the new RTAs to provide appropriate training

Aug 2018 – Feb 2021 · 2 yrs 6 mos

• Performed the audits of APAC and US&C voice and non voice processes, maintained the QA score above 95% and setup the QA process for a newly launch critical LOB by setting up the QA parameters to gauge the LOB performance and created score dashboards to track the performance
• Fulfilled various ad-hoc requests, created process documentation/SOPs and completed within the timeline with minimal supervision.
• Initiated Bottom Quartile Management project for LOBs missing the QA score, identified bottom quartile agents, provided coaching and feedback sessions, fixed the loopholes in the SOPs to avoid any confusion, improved the QA score to 95% from 89%
• Improved the FTR (First time response) of an LOB by 5% by fixing the loopholes in the existing SOP and created new SOPs for complex situations by interacting with concerned POCs form operations team
• Earned Yellow Belt in Six Sigma through an Automation project which led to an yearly saving of ~2167 man hours and $1.5 million with 95% success automation rate and 100% pericision rate

May 2017 – Aug 2018 · 1 yr 3 mos

• Handled Multiple voice and non-voice processes and solved critical customer issue along with mentoring new folks.
• Awarded as a STAR PERFORMER for solving maximum customer issues with a remarkable customer satisfaction rate

Nov 2023 – Jun 2024 · 7 mos · Hyderabad, Telangana, India · Hybrid