Krupa Rani Kanna
Hyderabad
Summary
Seasoned Safety Investigation Specialist with a proven track record at Uber India, adept in Workforce and Crisis Management. Excelled in stakeholder engagement and mentoring, significantly reducing refund rates at Amazon. Skilled in project management, I spearheaded initiatives that enhanced operational efficiency and safety measures, demonstrating exceptional leadership and problem-solving capabilities.
Overview
8
8
years of professional experience
Work History
Safety Investigation Specialist - Claims
Uber India Systems Private Limited
Hyderabad
11.2024 - Current
- Investigated, handled, and submitted claims for compensation related to the Uber app, collaborating with third-party insurance partners to ensure timely routing and escalation
- Accurately reviewed first reports of loss and supporting materials to identify insurance exposure, and map applicable policies.
- Responded to inquiries from carriers and third parties, maintaining a strong customer focus and comprehensive understanding of Uber’s insurance policies
- Mentored team members, providing guidance on more sophisticated claims, while offering insights to leadership for continuous process improvements
- Committed to flexible shift work, aligned with U.S. business time zone and business requirements
Workforce Management Specialist - GCC (Global Command Center)
Uber India Research and Development Pvt. Ltd
Hyderabad
07.2022 - 10.2024
- Acted as the first line of defense for business performance management, ensuring 24/7 operational oversight, and quick mitigation of deviations from the plan.
- Integrated Workforce Management (WFM) with technology to drive efficient and timely business solutions.
- Managed intraday reforecasting to adapt business strategies based on real-time performance data.
- Coordinated Outage Management, rapidly gathering information, and collaborating with the Operations Center (OC) team and Local IT to resolve issues and restore normal business operations.
- Implemented a Dynamic Distribution List (DL) across all regions, ensuring seamless updates for internal stakeholders.
- Gathered and maintained OU-specific Point of Contact (POC) details, streamlining communication and updates across all OUs under the team’s purview.
Safety Investigation Specialist - L3/L4
Uber India Research and Development Pvt. Ltd
Hyderabad
09.2018 - 06.2022
- Managed safety-critical incidents on the Uber platform, focusing on rides, to ensure swift resolution, and enhanced safety measures.
- Mentored new team members, facilitating a smooth onboarding process and knowledge transfer.
- Served as the interim trainer for the safety team, achieving an exceptional pass rate.
- Contributed to the Label Generator project, training team members on its implementation and usage to identify and analyze the most reported incidents, driving root cause analysis and process improvements.
- Developed a system to generate unique labels for various issue types, streamlining incident categorization and resolution.
Customer Service Associate
Amazon Development Center Pvt. Ltd
Hyderabad
06.2017 - 09.2018
- Resolving pre-sale and post-sale problems faced by customers to expedite the deliveries.
- Ensuring customer satisfaction by reducing the turnaround time (TAT) of a ticket raised by the customers.
- Coordinating between the third-party sellers and customers to help meet the returns, refunds, and replacement needs of customers.
- Contributed to a project focused on reducing site-wide refunds, leading to a significant decrease in refund rates.
Education
Bachelor of Commerces - Computers
St Mary's Degree College
01.2017
CEC - Intermediate -
St Mary's Junior College
01.2014
Skills
- Workforce Management
- Stakeholder Management
- Project Management
- Coaching and mentoring
- Crisis management
Languages
- English
- Hindi
- Telugu
Timeline
Safety Investigation Specialist - Claims
Uber India Systems Private Limited
11.2024 - Current
Workforce Management Specialist - GCC (Global Command Center)
Uber India Research and Development Pvt. Ltd
07.2022 - 10.2024
Safety Investigation Specialist - L3/L4
Uber India Research and Development Pvt. Ltd
09.2018 - 06.2022
Customer Service Associate
Amazon Development Center Pvt. Ltd
06.2017 - 09.2018
Bachelor of Commerces - Computers
St Mary's Degree College
CEC - Intermediate -
St Mary's Junior College
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