Neha Sahu

SPOC Offboarding Appeals Team(July, 2023 - Current):

• Implemented various SOPs by Collaborating with various stakeholders from various regions and enforcements.
• Monitor and manage incoming tickets related to appeals from offboarded drivers, ensuring timely acknowledgment and resolution.
• Categorize tickets based on the nature of the SLA(e.g., Drivers should receive response within the 48 hrs from the time of contact) and prioritize them according to urgency and impact.
• Sharing insights and best practices with team members to improve overall efficiency. Stay informed about changes in SOPs and procedures.
• Conduct periodic audits of resolved tickets to ensure quality and consistency and Implement feedback mechanisms to continuously improve the support process by sharing feedbacks with the peers.
• Ensuring escalated issues are tracked and resolved on time.

Offboarding And Offboarding Appeals(Jan, 2020 - June, 2023):

• Managing the offboarding Process for Drivers who violate company policies, ensuring adherence to established thresholds and SOPs.
• Maintaining accurate records of offboarding cases, documenting the root cause of offboarding and the actions taken.
• Communicated decisions to affected drivers.
• Worked on appeals provided by the offboarded drivers by validating and investigating each appeals in accordance with SOPs.
• Ensured all appeal process complied with company policies and SOPs.

SLS Flex Associate(April, 2019 - Dec, 2019):

• Investigate driver queries thoroughly via ticket mechanism, analyzing the situation using available data in the ticket and tool resources and provide accurate and effective solutions to resolve driver issues, queries.
• Verify the accuracy of information provided by drivers and ensure solutions are precise and effective while ensuring all resolutions comply with company policies, regulations and SOPs.
• Strive to enhance driver satisfaction by providing timely and effective resolutions, thus contributing to a positive working environment.

SDS Associate(Sept, 2018 - April, 2019):

• Manage and track orders from initiation to delivery and Coordinate with different departments such as sales, warehouse, and logistics to ensure smooth processing.
• Identify and resolve delivery issues such as delays, damaged goods, or incorrect shipments and Implement solutions to prevent future issues.
• Supported IN SDS team during their festive peak, Acted as a point of contact for Drivers regarding delivery inquiries and Provide Resolutions to their queries.