B AARON PRANAY
Hyderabad
Summary
Seasoned Team Lead with in-depth knowledge in managing diverse teams to drive operational efficiency. Skilled in strategic planning, project management, and conflict resolution. Notable for cultivating productive work environments and fostering professional growth among team members. Previous roles demonstrate significant contributions to process improvements, increased productivity, and business growth.
Overview
8
8
years of professional experience
Work History
Team Lead - Global ATO
Uber Research and Development Pvt Ltd
Hyderabad
01.2021 - Current
- End-to-end people management, including hiring, training, nesting, and performance coaching, fosters a growth-oriented environment where multiple agents have successfully transitioned into higher roles.
- Established high performance benchmarks for Global Spender and Earner ATO teams specialising in fraud analysis, risk management, and the growth of support personnel.
- Drove a comprehensive review and refinement of existing fraud prevention protocols across various regions, leading to a 20% reduction in fraudulent activities, and a measurable improvement in customer trust scores.
- Facilitated weekly feedback sessions with program leads, focused on process improvements, leading to a 20% reduction in average handling time for agents.
- Spearheaded a project to streamline driver support, coordinating with content and product teams; decreased average resolution time by 22%, and reduced customer escalations related to policy misunderstandings by 18%.
- Oversaw daily BAU (Business-As-Usual) operations, ensuring KPI adherence, real-time issue resolution, and seamless coordination across teams.
Safety Investigations Specialist II - Account Security & Risk (ASR)
Uber Research and Development Pvt Ltd
Hyderabad
01.2018 - 12.2020
- Resolved fraud incidents for over 300 Uber users weekly, reducing account compromises using internal tools and protocols, while maintaining a 95% customer satisfaction rating.
- Mitigated financial losses from unauthorized account access by implementing multi-factor authentication and educating over 500 users on security best practices, decreasing account takeovers by 15% quarter over quarter.
- Detected and escalated over 200 fraudulent accounts every week, involved in ride reselling and support abuse or impacted by phishing scams, and unauthorised account access, mitigating potential losses of over $5,000 daily, while ensuring platform integrity and policy enforcement.
Advanced Energy Strategy Consultant
Institute for Civic and Mayoral Archives, University of Indianapolis
Indianapolis
01.2017 - 12.2018
- Advised state-level policymakers on energy efficiency standards, contributing to the passage of a new building code that is projected to reduce statewide energy consumption and increase reliance on alternative energy sources.
- Worked with a diverse team, headed by the former mayor of Indianapolis, as one of the project leaders.
- The final draft was presented at a symposium and delivered to lawmakers in the state legislature for policy consideration.
Education
M.A Master of Arts - International Relations
University of Indianapolis
Indianapolis, U.S.A05.2019
Projects
Global ATO - Earner Support Experience (Project Bumblebee)
- Led a cross-functional initiative to optimize the handling of ATO (Account Takeover) tickets by collaborating with Global Risk Support Program Team, Content Team, L&D Team, and Analytics Team to develop and implement a new Standard Operating Procedure (SOP).
- Executed a pilot program where 10 agents received specialised tool access and training, eliminating the need for escalations.
- Reduced total time to resolution from 50 hours to under 30 hours, significantly improving fraud resolution efficiency. Enhanced customer satisfaction (CSAT) by 17.43%, increasing average CSAT from 2.99 to 3.64, while reducing 1 CSAT from 32.76% to 18.18%.
- Partnered with Analytics to track performance metrics and ensure data-driven decision-making. The success of the pilot led to the global rollout of the upgraded SOP and Tools for ATO agents, streamlining fraud prevention and enhancing Earner experience.
Timeline
Team Lead - Global ATO
Uber Research and Development Pvt Ltd
01.2021 - Current
Safety Investigations Specialist II - Account Security & Risk (ASR)
Uber Research and Development Pvt Ltd
01.2018 - 12.2020
Advanced Energy Strategy Consultant
Institute for Civic and Mayoral Archives, University of Indianapolis
01.2017 - 12.2018
M.A Master of Arts - International Relations
University of Indianapolis