Nov 2024 – Nov 2025 · 1 yr

• Lead team of 15 BPO agents and 2 Uber Knowledge Specialists to drive high performance and service quality
• Expanded service coverage from 5 to 11 LOBs (+120%) through strategic onboarding and SOP integration
• Increased case handling capacity by 56% via cross-training and proactive workflow improvements
• Executed automation initiatives ensuring 100% resolution reporting and zero downtime
• Deprecated 200+ outdated articles and launched 100+ new resources to improve knowledge accessibility
• Introduced new content formats to enhance agent efficiency and support quality
• Managed multiple projects, achieving QA score improvement from 96% to 99.3%
• Supported cross-functional initiatives across APAC, US&C, and LATAM regions
• Applied and created operational guidelines through data-backed decisions and stakeholder alignment
• Sustained 95%+ stakeholder satisfaction through timely updates and strategic engagement
• Mentored team members, supported career progression, and promoted learning opportunities

Aug 2022 – Nov 2024 · 2 yrs 3 mos

• Directed business performance management for a diverse APAC team consisting of 2 program-level leads, 5 senior managers, 5 community operations managers, and 80+ team leads, presenting performance data to functional leads to drive improvements in managerial effectiveness.
• Spearheaded process improvement initiatives to enhance performance across lines of business, ensuring alignment with strategic objectives.
• Developed and implemented innovative solutions and operational processes, leveraging cost-benefit analysis for sustainable decision-making.
• Collaborated with leadership to identify and implement efficiency measures, significantly improving organizational operations.
• Managed cross-functional projects with a focus on operational excellence, process standardization, and seamless solution execution.
• Led project management efforts, including planning, resource allocation, and milestone tracking, ensuring timely completion and adherence to high-performance standards.
• Proactively resolved issues and removed project obstacles, enhancing team productivity and facilitating cross-site collaboration.
• Built and maintained analytical models for global reporting, supporting data-driven strategies for market expansion and program development.

Feb 2022 – Apr 2022 · 2 mos · County Dublin, Ireland

• As a student consultant, my primary goal was to research Shared Mobility preparedness in 10 cities in Ireland and Northern Ireland for the MaaS index with my team. This project is part of my Master's in International Business at Dublin's UCD Michael Smurfit Business School. This project aims to develop innovative Shared Mobility solutions to reduce the number of cars on the road and their carbon footprint, resulting in reduced traffic and a more sustainable future.

Jun 2019 – Aug 2021 · 2 yrs 2 mos

• Performed deep-dive analysis by reviewing data and identified opportunity areas using quality tools like Pareto to reduce error rate and improve process efficiency.
• Collaborated with managers and projected stakeholder management skills while sharing insights on 60+ agents performance during business review meetings.
• Coordinated with Asia Pacific teams (APAC) by displaying thorough process knowledge and strong communication skills in order to expand and standardise Uber’s operation across different countries.
• Executed various business projects such as Call Quality Improvement, Audit Efficiency, Customer Satisfaction Score Improvement, and Audit Per Hour Module projects to save companies operation cost and headcount as well as to upgrade an existing system.
• Got promoted twice in a span of 4 years and received multiple awards for exceptional performance such as "Star of the month" and "Golden Ticket Award".

Apr 2018 – Jun 2019 · 1 yr 2 mos

• In charge of conducting process audits for all Safety LOBs (L1/L2 IRT, L3/L4 IRT, and SOS).
• Producing insights on trends observed from auditing and reporting stakeholders with an action plan.
• Worked on several projects to reduce costs, reduce staffing levels and enhance process effectiveness.
• Leading team lead and SME calibration calls and agent training sessions.

May 2017 – Apr 2018 · 11 mos

Sep 2016 – Jan 2017 · 4 mos · Hyderabad Area, India

• Amazon is one of the largest global e-commerce and digital streaming corporation.
• Exceeded set targets by 20% and solved critical customer-related queries by incorporating problem-solving skills and learned to build trust-based relationships with customers.

May 2016 – Jul 2016 · 2 mos · Greater Hyderabad Area

• ISB is India’s world class business school with Triple Accreditation (AMBA, EQUIS, AACSB), listed in Forbes, Financial Times, Economist and many more. The school offers various post-graduate management programs.
• Recorded and maintained records of all transactions through MS Office and generated invoices for payment while working as a trainee in finance department.

Sep 2015 – Dec 2015 · 3 mos · Hyderabad Area, India

• Stratagem Solution is a carrier counselling platform for students and offers the following courses ICWA, CMA, CIMA and ACMA.
• Conducted sessions on different platforms and promoted alternatives for CA course for accounts students by applying marketing strategies.