Abdul Sofia Khan
Hardoi
Summary
Organized, detail oriented, conscientious person; Able to strategize and prioritize effectively to accomplish tasks and stakeholders
Overview
3
3
years of professional experience
Work History
Program Specialist III
Uber India System Pvt Ltd
10.2022 - Current
- Fraud Prevention and Monitoring Initiative: Implemented the Agent Fraud Program to curb financial losses from agent-driven fraud, ensuring robust protection against monetary losses for the company.
- Managing Greenlight Operations for Pune: Managed daily operations for driver support in Pune to provide best partner experience and ensuring key KPIs are met.
- Delivered a 20% reduction in support inflows within a month: Proactively identified opportunities, raised driver awareness for self-service solutions, and implemented strategic automation.
Process Lead
Uber India System Pvt Ltd
04.2022 - 10.2022
- Driver Resurrection Operations Management: Drove 19% incremental driver resurrection in Winbak program, overseeing 180+ agents.
- LP Resurrection Project Setup and Scaling: Supported the team in piloting and scaling LP Resurrection Project, achieving 6.25% incremental vehicle resurrection with a 25-agent team.
Team Lead
Uber
02.2021 - 03.2022
- Agent Compliance Enhancement: Transformed agent compliance from 20% to 100%, boosting QA scores from 4.30 to 4.80 in just 20 days.
- Improved FTD rates by 20% through efficient agent practices, insightful call audits, and prioritized engagement with high-intent leads.
Education
Bachelor of Arts -
CSJM University
Kanpur06.2016
Skills
- Stakeholder Management
- Program Management
- Team Management
- Customer Obsessed
- Execution Excellence
- Critical Thinking & Problem Solving
- Good Analytical Skills
Timeline
Program Specialist III
Uber India System Pvt Ltd
10.2022 - Current
Process Lead
Uber India System Pvt Ltd
04.2022 - 10.2022
Team Lead
Uber
02.2021 - 03.2022
Bachelor of Arts -
CSJM University
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