Adil J. — Operations Associate

About Me, Strategic and results-driven leader with 10+ years of global experience across high-growth, fast-paced environments. With a background in Electrical & Electronics Engineering and experience in automation and telecom systems, I bring a strong blend of strategic thinking, operational rigour, and people-centric leadership. Proven in leading teams through change, scale, and complexity, I focus on building clarity, enabling performance, and driving measurable results. What I Do, • Provide strategic leadership for knowledge operations, aligning knowledge systems with business goals and frontline needs • Lead the design and evolution of scalable knowledge ecosystems, ensuring information is clear, reliable, and accessible at speed • Translate complex operational processes into intuitive, data-driven knowledge assets (SOPs, process maps, decision trees) that empower global teams • Use insights, reporting, and governance to identify gaps, strengthen Knowledge Base infrastructure, and consistently improve KPIs and service outcomes • Coach and develop teams through performance management, feedback, and continuous improvement • Partner with senior stakeholders and cross-functional leaders to drive operational and process improvements • Champion human-centered ways of working that balance efficiency, quality, and team enablement Passionate About, Leading with clarity, collaboration, and trust to enable strong team performance. I enjoy engaging in visionary conversations around knowledge leadership and systems thinking, with a strong focus on building resilient, high-performing teams.

Stackforce AI infers this person is a SaaS expert with a strong focus on knowledge management and customer service operations.

Location: London, England, United Kingdom

Experience: 8 yrs 9 mos

Skills

Knowledge Management
Team Management
Customer Service

Career Highlights

Over 10 years of global experience in knowledge operations.
Proven track record in leading high-performing teams.
Expert in developing scalable knowledge ecosystems.

Work Experience

Deliveroo

Senior Knowledge Operations Specialist – Marketplace Support (6 mos)

Career Break

Gap year (1 yr 4 mos)

Uber

Team Leader - Knowledge and Content Management (2 yrs 4 mos)

Amazon

Supervisor - Recipient Support (3 yrs 10 mos)

Operations Specialist - Last Mile Transport Operations Center (1 yr 6 mos)

Synchrony

Senior Representative - Customer Services (7 mos)

Education

Bachelors at St. Peter's Engineering College

A Levels at The Assembly of God Church School - India

Adil J.

Operations Associate

London, England, United Kingdom8 yrs 9 mos experience

Highly Stable

Key Highlights

Over 10 years of global experience in knowledge operations.
Proven track record in leading high-performing teams.
Expert in developing scalable knowledge ecosystems.

Stackforce AI infers this person is a SaaS expert with a strong focus on knowledge management and customer service operations.

Contact

Skills

Core Skills

Knowledge ManagementTeam ManagementCustomer Service

Other Skills

Content DevelopmentTeam LeaderSalesforce OptimizationRoot Cause AnalysisPerformance ManagementStakeholder ManagementDecision TreesMind MappingReporting & AnalysisTelecommunication ServicesNetwork InfrastructurePLC ProgrammingSCADAComputer ScienceElectrical Engineering

About

Experience

8 yrs 9 mos

Total Experience

2 yrs 9 mos

Average Tenure

6 mos

Current Experience

Deliveroo

Senior Knowledge Operations Specialist – Marketplace Support

Dec 2025 – Present · 6 mos · Greater London, England, United Kingdom · On-site

Create clear, accurate, and easy-to-use support content for all marketplaces
Develop process maps and decision trees for excellent agent experiences (customer, rider, restaurant)
Identify content gaps using data; optimise and automate content where possible
Manage the Knowledge Base (KB) infrastructure, reporting, and key content metrics
Support new process rollouts and ensure smooth, confident global adoption with Ops teams
Collaborate with vendors to improve feedback loops

Knowledge ManagementContent Development

Career break

Gap year

Jul 2024 – Nov 2025 · 1 yr 4 mos · Derby, England

Took a planned career break to support personal commitments and relocate from India to the UK, gaining exposure to diverse cultures and global work environments
Maintained professional development through industry-relevant training, online learning, and active networking within the UK market
Reassessed long-term career goals and explored UK-based opportunities, aligning global experience with local market expectations
Returned with renewed focus, enhanced adaptability, and a broadened professional perspective, motivated to contribute meaningfully in customer-centric leadership roles

Uber

Team Leader - Knowledge and Content Management

Feb 2022 – Jun 2024 · 2 yrs 4 mos · Hyderabad, Telangana, India · On-site

Led the Knowledge and Content Management team of 15 analysts to deliver accurate, timely, and compliant content across multiple platforms, ensuring operational consistency and regulatory adherence
Managed operational workflows—including schedule adherence and leave management—alongside recruitment, onboarding, and retention initiatives, reducing attrition through targeted engagement strategies
Delivered KPI-driven coaching and performance management, resulting in improved productivity and employee engagement
Implemented process improvements that reduced content retrieval time by 20% and enhanced overall service delivery and accuracy
Directed cross-functional and product development initiatives, aligning deliverables with business objectives and service standards
Coordinated cross‑functional projects, aligning deliverables with business objectives and service standards
Partnered with internal and external stakeholders to share insights, drive collaboration, and support strategic goals
Designed and facilitated training programs to support individual development, team capability uplift, and operational excellence
Contributed to ERG initiatives, vendor relationship management, and budget oversight to support inclusive culture and operational efficiency

Team LeaderSalesforce OptimizationTeam Management

Amazon

2 roles

Supervisor - Recipient Support

Apr 2018 – Feb 2022 · 3 yrs 10 mos · Hyderabad, Telangana, India · On-site

Supervised the Recipient Support team of 20+ FTEs in a high-volume contact centre, ensuring SLA/KPI adherence, operational efficiency, and consistent service delivery
Conducted regular audits and quality checks on customer interactions, improving compliance with service standards and regulatory requirements
Delivered structured performance reviews, statistical reporting, and development plans to drive individual growth and team productivity
Provided KPI-based coaching and feedback, enhancing employee engagement, accuracy, and floor professionalism
Effectively resolved complex escalations in accordance with company policy, ensuring high customer satisfaction and protecting brand integrity
Facilitated training and upskilling sessions in collaboration with Learning & Development teams, supporting continuous improvement
Facilitated regular team meetings to enhance communication, drive motivation, and ensure alignment with organisational objectives
Monitored auxiliary time and published bi-hourly and daily reports to maintain operational discipline and visibility

Root Cause AnalysisPerformance ManagementCustomer Service

Operations Specialist - Last Mile Transport Operations Center

Oct 2016 – Apr 2018 · 1 yr 6 mos · Hyderabad, Telangana, India · On-site

Provided multi-channel operational support to Amazon delivery partners and Flex contractors via phone, email, and chat, resolving on-road issues and ensuring timely delivery resolution
Managed escalations and trouble tickets from delivery stations and merchants, applying corrective actions and coordinating with cross-functional teams to prevent recurrence
Investigated feedback, complaints, and performance concerns, recommending actions based on severity—including payment adjustments and contract reviews
Contacted customers and businesses for additional delivery instructions, supporting successful order completion and enhancing customer satisfaction
Analysed operational data to identify systemic issues, improve process adherence, and drive service quality improvements

Customer ServiceStakeholder Management

Synchrony

Senior Representative - Customer Services

Mar 2016 – Oct 2016 · 7 mos · Hyderabad, Telangana, India · On-site

Delivered multi-channel support to bank account and credit card holders via phone and email, resolving a wide range of financial queries and account-related concerns
Investigated and resolved issues related to transactions, card usage, and account management with a customer-first approach, ensuring timely and effective resolution
Provided tailored guidance on financial solutions and workarounds, enhancing customer satisfaction and retention
Ensured compliance with regulatory requirements (e.g., FCA, GDPR) while maintaining service quality and operational integrity

Customer Service