ARVIND ANUMALA

• Led initiatives to generate new supply and retain existing supply through effective engagement strategies
• Implemented re-engagement programs to bring down churn and improve retention
• Collaborated with cross-functional teams to drive supply engagement initiatives
• Conducted regular meetings with stakeholders to gather feedback and insights to drive improvements
• Analyzed data to track progress and measure success of supply engagement initiatives
• Collaborated with Google to increase additional income for riders through taskmate app

• Of 6 LOBs(ASR, ECR, Growth & GL Insights Team

Key Result Areas:

Program Management:

• Identifying & leading Process Excellence Projects to transform the business model & drive process efficiencies both for the business and the clients
• Spearheading activities of all Network Partners for the smooth execution of deliverables and creating impact on India’s supply
• Liaising with City TOF DOPs individually on daily basis to manage workflow; acting as bridge to give/ take feedback and coordinate in compiling results; identifying business priorities of stakeholders, benchmarking it to industry standards and measuring client’s fulfilment over it
• Determine & manage critical dependencies, risks, issues and contingency plans; communicate impact to schedule and costs
• Stakeholder Management:
• Interfacing with key stakeholders both internal and external to drive innovative projects that impact conversion funnel of driver partners for increasing supply for Uber across the country
• Generating process and training documents for CSRs, sending weekly operations updates to all the stakeholders and working on documentation like Quality, New Hire Training and so on

Project Management:

• Conduct analytics on querying and maintaining dashboards as well as reporting analysis on various programs for internal as well as external stakeholder space
• Perform quality audits for all the Quality Auditors and give feedback to the CSR and the QAs
• Assisting Salesforce CRM in managing workflow, deep-dive on bugs and escalating the issues to the Product Team
• Preparing documentation for various processes and updates to help the CSRs for smooth operations
• Leading and monitoring the performance of the team members for maintaining excellence in operations
• Contributing to organization-wide initiatives such as career path roadmaps, and service delivery framework/synergy
• Creating and sustaining a dynamic environment that fosters career development opportunities and motivates high performance among team members

• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Analyzed open orders, backlog, and sales data to provide sales team with insights.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Analyzed key aspects of the business to evaluate factors driving results and summarized them into presentations.
• Executed analysis of risks and identified risk mitigation strategies.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.