Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Ashfaaq Zubaid

Hyderabad

Summary

Proven lead at Uber, adept in driving operational excellence and enhancing client relations. Spearheaded cross-functional initiatives, achieving a notable improvement in customer satisfaction. Skilled in analytical and interpersonal abilities, I excel in strategic planning and team development, ensuring high-quality standards and process optimization.

Overview

7
7
years of professional experience

Work History

Community Operations Lead

Uber
Hyderabad
07.2021 - Current
  • Led and Optimized Operations for a Team of 20 encompassing agents, SME'S, Program Management Specialists and Content Experts.
  • Handling Day to Day operations with Primary Focus on Implementing Strategies to Reach the Productivity and Quality Standards.
  • Implemented Strategic Planning to drive Cross Functional LOB Specific deliverables, Enhancing processes and Achieving performance Metrics.
  • As a Lead Conducted Training Sessions, Held Weekly and Monthly Review Meetings, Mentored New team Members, and Establish KPI's for Various Processes with Different Average Handling Times (AHT) and Transactions Completed Per Hour (TPH),Facilitated Goal Achievement Strategies for the Metrics in Respective Queues.
  • Developed an Enhanced Quality Framework To Identify Pitfalls, Establish Fair Gauging Scales for JIRA's and Ensure Quality Benchmark progression.
  • Generated Insights and Highlighted the areas of Improvement within Existing Process.
  • Drive continuous process improvement, people, and stakeholder management for the US, Canada, and the UK region. Focus on identifying Various Fraud Trends & Work Towards Improving Better earner experience.
  • Also works with the local and offshore Teams as well as Engineering Teams for Tool Improvement Suggestions .
  • Always Strived Towards a Enhanced client relations and retentions.

Operations Team Lead

UBER INDIA SYSTEMS PRIVATE LIMITED
10.2019 - 12.2020
  • Handling a team of 12 agents working on different driver support channels
  • Monitoring team performance and report on metrics, creating dashboards to track agent production and performance
  • Analyzing and creating report on Greenlight performance data
  • Presenting the report to stakeholders in weekly review meetings
  • Recruiting and training agents
  • Training agents on call etiquette to maintain good support quality and driving city quality metrics to 4.5 and customer satisfaction to 4.3, it being the best in India
  • Worked on audit the auditor process
  • Auditing the cases audited by the quality team
  • Introduced recalling process to improve positive csat response rate
  • Resulted in improvement from 27% to 32% and impacted the overall Csat positively

Operations Associate

UBER INDIA SYSTEMS PRIVATE LIMITED
07.2018 - 10.2019
  • Address customer issues and concerns in a timely fashion to maintain customer relationships and satisfaction by providing exceptional service and ensuring we deliver value through our services at Uber
  • Primary contact for quality, fraud, safety and high priority next level escalations
  • Sahara quality audit: Auditing the cases handled by the agents to ensure we provide the best experience for driver-partners and guiding agents to reach their metrics
  • Preparing and updating SOPs

Education

Bachelor's degree - Electrical and Electronics Engineering

Gitam University
Hyderabad
01.2016

Skills

  • Leadership skills
  • Analytical skills
  • Excellent Communication skills
  • Risk Management Skills
  • Interpersonal skills
  • Organizational skills
  • Team Management

Websites

Timeline

Community Operations Lead

Uber
07.2021 - Current

Operations Team Lead

UBER INDIA SYSTEMS PRIVATE LIMITED
10.2019 - 12.2020

Operations Associate

UBER INDIA SYSTEMS PRIVATE LIMITED
07.2018 - 10.2019

Bachelor's degree - Electrical and Electronics Engineering

Gitam University

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Ashfaaq Zubaid