Pravin Rathnayake
Colombo,
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Marketplace Manager
Uber Technology
04.2022 - Current
- Managed supply in Sri Lanka, considering crucial metrics as Earnings, Supply State, and Market health factors
- Developed and implemented strategies to increase supply<>demand satisfaction and engagement.
- Scale Marketplace Products and Processes: Work as a bridge between APAC Operations, cross-functional, and product teams to contribute to product requirement definitions, experimentation, launch, and scale-up of new products in Sri Lanka; perform analytics for ongoing optimization.
- Optimized affordability during Economic crisis period in Sri Lanka, maximizing trips by 5% monthly, by executing consumer affordability based models.
- Implemented earning optimization for Delivery partners based on earning metrics to cater the demand requirements for Sri Lanka
- Led the marketplace team in City Expansions and product initiatives
- Constructive and effectively navigate a matrixed environment with product, eng, local operations, marketing, strategy, finance, and other senior leadership.
- Monitor and deep dive into new product experiments to determine the best path forward and advocate for SL's priorities.
- Managed a high-performing team (of both leaders and individuals); motivate them to continually achieve higher levels of business impact
Marketplace Team Lead
Uber Technology
08.2021 - 04.2022
- Managing the growth of supply in Sri Lanka for Delivery operations in Uber Eats
- Focusing on cost planning and forecasting of budget allocation for the marketplace
- Consistent analytics based study and pre planning on benchmarks
- Planning and implementations of product launches, and city expansions in Sri Lanka
- Project management and event coordination plannings for Sri Lanka growth
- Organizing and setting up incentives and payment constructs for the delivery partners in Sri Lanka
- Conducted research, gathered information from multiple sources and presented results
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Greenlight Team Lead
Uber Lanka Pvt Ltd
09.2019 - 07.2021
- Handling driver support operations and managing multiple teams from various cities and LOBs
- Journey of setting goals by ensuring quality and quantity are both met
- Introduced self-onboarding for Eats Partners to reduce the GL visiting duration
- Promises Tracker - executing a process to escalate and monitor with the city team in order
- Kandy GL Launch - Being the POC in launch of the Kandy GL from infrastructure setup, recruitments, and SOP maintenance
- Negombo Eats Launch - Being the POC from GL team to represent in onboarding and assisting
- Kochi Team progression - Assisting Kochi GL team in improving city metrics
- CSAT - Executing in partner satisfaction analysis and constant metric action plans for Sri Lanka
- LnF Ops - Handling lost and found operations for Uber SL from maintaining minimum SLAs
- Uber Medic - Setting up transportation services for healthcare government workers during lockdown period to over +100 trips per month
- Covid Eater Support Hotline - Implementing an eater support hotline during lockdown period where supporting over +2000 queries per month
- Uber Eats Hotline Revamp - Easing out support by streamlining the BPO hotline flow with user tag based IVR support
- Rides VOB - Managing SL metrics and ops for Rides Virtual Onboarding
- Vendor & Procurement Management - Maintaining GL vendors from handling payments, onboarding, purchasing aspect for GL
- Translations & Artwork - Content translations from Comms, in-app, designing artworks and materials to support GL operations
- Eats Expansion City Support - Overlooking expansion city supports through Sahara and maintaining a SLAs at a satisfying level
- Eats Virtual Onboarding - From cost planning to forecasting of the entire process and fundamentals and carrying out the first virual onboarding mechanism for Eats courier onboardings
- Deepdiving into support modality for partner credential login automation and forecasting
- In app complaint compliance - implementation of a process to overlook the raised complaints and ensuring driver knowledge and accessbility is provided on a daily wise
Greenlight Expert
Uber Lanka Pvt Ltd
09.2018 - 09.2019
- Supporting partner queries across Eats and Rides LOB's, by providing training, desk support, managing onboarding process from the GL perspective and was exposed to many key aspects of the business
- GL's first Eats support team - From onboarding, quality assurance, inventory issuance, training, and support
- Holding up the highest city metric for Eats CSAT in India SA - "4.80"
- AHT control - implemented text expander for all quick navigations and nodes to reduce the AHT of the experts
- GL 12-hour implementation project - from deep-diving data to identify the peak and off peak hours to headcount forecast
- Project "Unicorn" - Repeat Walkin Reduction, 2018 being one of the most overlooked metric, identifying, performing RCA to divert various support channels to the partners and instant self-serve methods
- Eats OB Revamp - Introducing revamped assessments for partners, and time slot creations, and setting up quality standards as an eligibility criterion
- Support the Eats Ops from the GL side with collaborating in city metric performance actions to Partner actioning
Customer Associate
Dialog Axiata
11.2017 - 08.2018
- Trilingual expertise - providing the highest quality in all modes of support to the customers
- Part of the "Clubvision" team - providing support to loyalty customers and to a well influenced base in Sri Lanka
Front-End Developer
Bondstreet Pvt Ltd
11.2016 - 10.2017
- Involvements in well renounced local companies in building responsive websites and stack developments
- Planning and Executing in Media Events such as presidential campaigns and brand campaigns
Education
High School Diploma -
Business Management, SQA in Business Management
American National College01-2021
High School Diploma -
IT, Diploma in PCJT Stage 01
Colombo01-2016
Skills
- Documentation and reporting
- Clear communication
- Team leadership
- Expense tracking
- Data analysis
- Project management
- Cross-functional teamwork
Languages
English
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Timeline
Marketplace Manager
Uber Technology
04.2022 - Current
Marketplace Team Lead
Uber Technology
08.2021 - 04.2022
Greenlight Team Lead
Uber Lanka Pvt Ltd
09.2019 - 07.2021
Greenlight Expert
Uber Lanka Pvt Ltd
09.2018 - 09.2019
Customer Associate
Dialog Axiata
11.2017 - 08.2018
Front-End Developer
Bondstreet Pvt Ltd
11.2016 - 10.2017
High School Diploma -
Business Management, SQA in Business Management
High School Diploma -
IT, Diploma in PCJT Stage 01
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