Pearl Rachel

Summary:

In my role, I manage and oversee critical safety incidents that impact Uber's brand health, serving as part of the Crisis Management Team for Community Operations across India SA. I coordinate with key internal partners—such as Communications, Trust & Safety, Insurance, and Legal—to resolve high-severity incidents while balancing customer service and communication expectations.

Key Responsibilities:

Crisis Management: Handle severe safety incidents to protect Uber's brand reputation.
Support Coordination: Assist team members and stakeholders in navigating safety-related emergencies and high-risk situations throughout India SA.
Project Management:Oversee multiple concurrent projects and experiments that enhance team and business performance.
Subject Matter Expert:Develop concise, accurate Root Cause Analysis (RCA) reports to aid decision-making, and maintain expertise in policies, rider and driver knowledge bases, and contact management systems.
Stakeholder Management: Engage with senior management on critical issues and serve as a liaison for investigations and special projects.

GIG Opportunities:

Europe Claims Associate- 30-05-2024- 01-06-2024

• Supported the EMEA Region Part-Time Support on Partner Protection Insurance Program achieving an impressive quality score of 98%. This involved assisting partners with inquiries related to the insurance program, ensuring they understood the coverage details and benefits. Focused on delivering accurate information and maintaining high standards of customer service, which contributed to the overall success of the program. Attention to detail and commitment to quality helped enhance partner satisfaction and trust in the program.

Responsibilities and Contributions:

• Crisis Management Participation: Engage in crisis management calls and conduct high-priority investigations that require specialized knowledge.
• Training and Quality Assurance: Train investigators and ensure quality assurance for ongoing and past investigations.
• Case Development and Analysis: Develop detailed case information, analyze evidence, and present actionable recommendations to key stakeholders.
• Liaison Role: Act as a liaison between investigations and other partners for assigned special projects.

Customer Experience: Deliver exceptional customer support through strong written and verbal communication skills, continuously seeking to improve processes for an enhanced customer experience.

Escalation Management: Communicate effectively with high-value clients during challenging situations, focusing on retention for both the clients and the company.

Problem Solving: Identify trends and patterns to enhance support systems as the organization scales.

Culture Ambassador: Contribute to building a positive team culture and foster long-term organizational success by cultivating strong relationships with both internal and external customers.

Leadership and Mentorship:

• Team Mentorship: Led and mentored a team responsible for customer service in a product and logistics-based operation, fostering a supportive and productive environment.
• Operational Supervision: Oversaw daily customer service operations, providing guidance to staff to enhance productivity and efficiency.
• Customer Satisfaction: Implemented proactive strategies to maintain high levels of customer satisfaction by addressing needs and resolving concerns effectively.
• Trend Analysis: Analyzed customer service trends to identify opportunities for improvement and provided actionable feedback to management.
• Issue Resolution: Clarified customer issues and determined root causes of complaints to effectively resolve product or service-related concerns.
• Policy Development: Developed customer service policies and procedures aimed at meeting and exceeding industry service standards, ensuring a consistent and high-quality customer experience.

Key Responsibilities:

• Information Validation: Ensure the accuracy of information updated on Google Maps by delivering tasks in a timely manner.
• Customer Verification: Call US-based customers to verify their business details and accurately map them on Google Maps.
• Quality Assurance: Maintain a consistent quality scorecard in line with service level agreements.
• Customized Plans: Develop tailored plans to address safety-related escalations, demonstrating empathy and quick thinking while collaborating with relevant internal teams to resolve issues promptly.
• Incident Monitoring: Understand the critical nature of incidents and monitor them effectively to maintain control.
• Pattern Identification: Recognize trends to enhance support systems as the organization scales, contributing to the long-term success of the team and the organization as a whole.