Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Kanpur
06.2016

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
Abdul Sofia Khan