Neha Yadav
Hyderabad
Summary
Skilled in project management with a proven track record of planning, executing, and closing projects on time and within budget. Adept at defining project scopes, developing detailed plans, and managing resources effectively. Expertise in stakeholder management, including identifying and engaging stakeholders, addressing their needs, and ensuring clear, consistent communication. Committed to delivering projects that meet objectives and exceed stakeholder expectations.
Overview
3
3
years of professional experience
Work History
Content Specialist
Uber India
Hyderabad
08.2022 - Current
- Developed Support Content: Created comprehensive support materials for agents and end users across multiple Lines of Business (LOBs), primarily targeting the US/Canada region with recent adaptations for global regions.
- Workflow and Escalation Matrix for Support Requests: Designed and implemented a detailed workflow and escalation matrix for support requests. This included global/regional POCs, process maps, assignment cadences, bucketing and triaging workflows, priority categories, escalation processes, and scenario-based canned messages. Conducted detailed Root Cause Analysis (RCA) to identify the causes of delays in handling JIRA tickets and developed a streamlined workflow to address these issues.
- Continuous Improvement Projects: Led multiple continuous improvement initiatives across various LOBs, focusing on enhancing operational efficiency and effectiveness. These projects positively impacted multiple Key Performance Indicators, including Customer Satisfaction, Average Handle Time, First Call Resolution, and deflection rate.
Safety Investigations Specialist
Uber India
Hyderabad
08.2021 - 07.2022
- Provided live-support to address the safety concerns of riders and driver-partners, for the India/South Asia region
- Helped the team with DSAT mining, which led to the overall CSAT improvement of the team
- Mentored new hires and supported queue management and SLA maintenance.
Education
Master of Commerce -
Andhra University
Vishakhapatnam, IndiaSkills
- Project Management
- Process Creation & Improvement
- Stakeholder Management
- Critical Thinking
- Problem Solving
- Insight Generation
- Quality Assurance
- Root Cause Analysis
- Teamwork and Collaboration
Timeline
Content Specialist
Uber India
08.2022 - Current
Safety Investigations Specialist
Uber India
08.2021 - 07.2022
Master of Commerce -
Andhra University
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