Aug 2025 – Present · 9 mos

• Currently leading a 64-member B2B support function through 4 Team Leaders, handling high-priority business customer escalations with direct impact on revenue and partner relationships.
• Track and improve team performance across SLA, quality scores, CSAT, and productivity.
• Primary point of contact for complex escalations, including social media-driven partner issues and
• time-sensitive cases.
• Coordinate with Quality & Workforce teams to address staffing & performance gaps.
• Leading an AI-based quality initiative to identify agent handling issues and link them to CSAT for
• targeted coaching.

Apr 2020 – Jul 2025 · 5 yrs 3 mos

• Managed teams handling Level 3/Level 4 safety incidents - including fraud, abuse, and threats -
• within strict SLA and quality targets.
• Conducted regular 1:1s, performance reviews, and coaching sessions for direct reports.
• Senior escalation contact for sensitive incidents requiring careful handling of customer impact, policy
• compliance, and brand risk.
• Reduced resolution time for Driver-Reported Threat of Suicide cases from 9-10 days to 24-48
• hours by defining clear TATs, creating dedicated coordination channels, and implementing close-theloop calls.
• Resolved a gap in safety-related refund resulting in removal of those caps for safety cases.

Sep 2018 – Apr 2020 · 1 yr 7 mos

• Joined Uber in September, 2018 as a Community Operation Specialist II in Incident Response Team (Level 3/Level 4) which is a part of the Uber Critical and Advanced Safety Team that handles the most critical real time safety incidents reported by the riders and the driver partners in the platform and mitigates them for Brand Safety.
• Achievements:
• Joined the production in Uber in November end, 2018 but became one of the best performers in the team in December, 2018 and received certificate as Community Operations Specialist II.
• Achieved the Award for scoring the Highest CSAT (Customer Satisfaction Metric) in the team in December, 2018 and January, 2019 as Community Operations Specialist II.
• Received the Creative Skill Award in the month of November, 2018 at Uber.
• Received Recognition and Certificate for handling one of the most critical incidents (Active Hostage Situation) from Wen-Szu Lin, Senior Director, APAC Community Operations on October 24, 2019.