Nov 2021 – Dec 2023 · 2 yrs 1 mo · Gurugram, Haryana, India

Jun 2021 – Nov 2021 · 5 mos · Gurugram, Haryana, India

• Lead process improvement initiatives and drive through
• implementation and communications.
• Worked on creating automated processes to provide a seamless experience to the customers.
• Monitoring NPS, identifying key areas of improvement and
• implementing changes to improve the NPS.
• Entirely responsible for handling post delivery processes for analyzing the data and working on improvement areas both through product and process.

Mar 2019 – Jun 2021 · 2 yrs 3 mos

• Scaled and led a high performing team of 20+ executives to deliver 10x growth in North India
• Created visually impactful dashboards in Excel and Data Studio for data reporting and analysis. Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful, actionable information
• Improved driver safety with appointments - Transformed support experience for drivers by launching an appointment system for in-person support. Led product adoption to 100% in 2 months

May 2018 – Feb 2019 · 9 mos

• Responsible for complete operational execution of major partnerships aimed at improving the lives of the driver community.
• Planned and executeddriver obsession events like UberSAMAAJ, Eid, and Diwali Celebrations, various on-demand events
• Contributed to all the GL Operations be it Enquiry, Training, Driver Support, New Product Launch tasks, Administration within the GL.
• Trained and supported a team of 8 GL spot experts on partner support processes and system knowledge.
• Daily duties include increasing driver productivity on the platform through re-engagement, one on one interactions & personalized training.