Hi, I’m
Harsh P Sheth
Program Specialist
Hyderabad
Summary
With over 8 years of experience across multiple fast paced companies like Uber and Amazon to scale operations. Excellent reputation for problem solving, critical thinking, strategy, improving customer satisfaction, and driving overall operational improvements while maintaining strong stakeholder relationship and employee satisfaction. Well-versed in applying multi- faceted approach to managing operations and productivity across multiple business lines
Overview
8
years of professional experience
2
years of post-secondary education
Work History
Uber India Systems Pvt LtdHyderabad
Program Specialist
11.2020 - Current
Job overview
- Handling L4+ Incidents: As a member of the L4+ Management Team, you will be on point to own the most critical and severe incidents that affect brand health of Uber. You will support the resolution of safety related emergency or high risk situations across IndiaSA on behalf of the Community Operations team.
- Conduct detailed investigations based on conversations with rider and driver customers on critical cases. Develop case details, analyze evidence, and present recommendations for internal actions to key collaborators
- Prepare succinct, accurate and informative report RCAs) of incidents to facilitate decision making processes
- Maintain excellent communication skills and integrity while delivering outstanding customer support experience
- Master policy, rider & driver knowledge base and contact management systems
- Connect with senior management raising issues requiring their awareness and serve as a liaison between investigations and other independent driver on special projects assigned
- Program/project management: Be a multi-tasker, supporting projects across programs and initiatives
- Prioritisation, requirement gathering, documentation and reporting (collection project requests and ensure each of the requests has relevant information)
- Maintain/ updates the status of projects that are underway/ pending review
- Implement/prioritise and scope models for better assessment of the projects
- Running and performing experiments: There would be multiple experiments being performed in parallel for the LOBs in the team, the candidate should be able to run them and ensure that projects are completed time and for success
- Problem Solving: Have a curiosity about solving problems and dealing with issues in a structured and calm way
- Customer management: Engage with collaborators globally, work closely with them to
- Ensure there aren't any misses/issues in safety LOBs
Uber India Systems Pvt LtdHyderabad
Senior Investigator
04.2019 - 11.2020
Job overview
- Conduct thorough investigations based on the outcomes of conversations with rider and driverpartners. Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
- Prepare succinct, accurate and factual report of incidents to facilitate decision-making processes
- Maintain excellent interpersonal skills and professionalism while delivering best in class customer support experience
- Master policy, rider & driver knowledge base and contact management systems
- Participate in crisis management calls and conduct high priority investigations requiring subject matter expertise
- Train Investigators and provide quality assurance regarding previous and ongoing investigations
- Communicate with senior management raising issues requiring their awareness and serve as a liaison between investigations and other partners on special projects assigned
- Other duties as assigned in the sphere of crisis management
Uber India Systems Pvt LtdHyderabad
Community Operations Specialist
07.2016 - 04.2019
Job overview
- Provide excellent customer support through well-developed written and oral communications skills
- Help improving processes owe always optimize for better customer experience. This involves communicating with high-value clients and an eye to retention in times of problems for the clients and companies
- Identify patterns and help in making the support systems better as we scale
- Contribute to building the team and the organization for long term success
- Cultivate positive and enduring relationships with internal as well as external customer
- Effectively resolving customer complaints and maintain high quality in core work
Amazon Development Centre India Pvt LtdHyderabad
Customer Service Representative
06.2014 - 06.2016
Job overview
- Responding promptly to customer enquiries via telephone, and email and always in professional and efficient manner
- Using the in-house system to record necessary information and instigate actions as required
- Recording and Analyzing data from customer complaints to identify recurring problems and limit repeat complaints
- Keeping up to date with all the company's products, services and procedures
- Processing orders, forms, applications and requests for information
Education
Wesley Degree CollegeHyderabad
Bachelor of Commerce from Accounting, Commerce
03.2011 - 06.2013
Skills
Project Management
undefinedTimeline
Program Specialist
Uber India Systems Pvt Ltd
11.2020 - Current
Senior Investigator
Uber India Systems Pvt Ltd
04.2019 - 11.2020
Community Operations Specialist
Uber India Systems Pvt Ltd
07.2016 - 04.2019
Customer Service Representative
Amazon Development Centre India Pvt Ltd
06.2014 - 06.2016
Wesley Degree College
Bachelor of Commerce from Accounting, Commerce
03.2011 - 06.2013
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