Summary
Overview
Work History
Education
Skills
Websites
Timeline
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ASHFAAQ ZUBAID

Hyderabad

Summary

Dynamic Community Operations Specialist II at Uber with proven leadership and data analysis skills. Achieved a 100% quality score while driving process improvements and enhancing client relations. Expert in risk management and Jira, successfully managing cross-functional teams to elevate performance metrics and foster a culture of excellence.

Overview

7
7
years of professional experience

Work History

Community Operations Specialist II

Uber
Hyderabad
01.2021 - Current
  • Worked and optimized operations as a community operations specialist.
  • Looking after day-to-day operations with a 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.
  • We work and resolve the Jira escalations raised by the support teams on earners' background check status, determine earners' BGC reports, and conclude reports as per the eligibility of the earner based on MVR and criminal violations present.
  • Worked on the national audit and appeals process, investigating the documents and identifying fraudulent behavior.
  • Trained agents from various processes work on the Appeals queue. Recognized as a top performer for maintaining a 100% quality and assessment score.
  • Generated insights and highlighted the areas of improvement within the existing process.
  • Drive continuous process improvement, people, and stakeholder management for the U.S., Canada, and the U.K. region. Focus on identifying various fraud trends, and work towards improving a better earner experience.
  • Also works with the local, offshore teams, as well as engineering teams, for tool improvement suggestions.
  • Always strived towards enhanced client relations and retention.

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 reporting on metrics, creating dashboards to track agent production and performance.
  • Analyzing and creating a 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 is the best in India.
  • Worked on auditing the auditor process.
  • Auditing the cases audited by the quality team.
  • Introduced a recalling process to improve the positive CSAT response rate.
  • This resulted in an improvement from 27% to 32%, and it positively impacted the overall CSAT.

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
  • Risk management skills
  • Data analysis
  • Organizational skills
  • Jira management
  • Audit process
  • Team management

Timeline

Community Operations Specialist II

Uber
01.2021 - 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