India Operation Support
Uber Systems India Pvt Ltd
02.2022 - Current
Priyanka Parida
Operation Specialist
Pune,MH
Timeline
Operation Team Lead
Uber Systems India Pvt Ltd
11.2019 - 01.2022
Greenlight Expert
Uber Systems India Pvt Ltd
11.2018 - 10.2019
MTech - VLSI Design
Yeshwantrao Chavan College of Engineering
08.2014 - 06.2016
B.E - Electronics & Telecommunication
G.H Raisoni Institue of Engg & Technology
09.2009 - 06.2013
Work History
India Operation Support
Uber Systems India Pvt Ltd
Pune, MH
02.2022 - Current
- Scaling up the arrear collection processes for India|Sri-Lanka|Bangladesh.
- Achieved 98% accuracy in third-party PSP automations (excluding Retriever). Managed manual reconciliation for the remaining 2% (32,000 monthly payments) across Paytm, Ezcash, Megapay, Fino, and Retriever. Owning manual reconciliation and centralized escalation process, with accuracy and efficiency, with a 12-business-hour turnaround.
- Streamlined the Background Check (BGC) support process for cross-functional teams, enhancing their access to reports and training. This initiative improved the On-Time-Reporting (OTR) by 20%.
- Leading a Project of Training content on onboarding, safety, quality, fraud on Edu Me platform for the driver partners. To assure the safety of both partners and riders, ensuring the quality meets the needs, expectations, and requirements of the rider.
- Developed content in the form of GIFs, posters etc to help set up driver comms around awareness and education of new process/product rollouts.
Operation Team Lead
Uber Systems India Pvt Ltd
Pune
11.2019 - 01.2022
- Successfully completed multiple projects while serving as Team Lead, demonstrating proficiency in resource management, risk mitigation, and stakeholder communication.
- Created SOPs for onboarding and cash collection, handling driver partners during the COVID-19 pandemic
Improved quality and ensured SOP adherence by conducting quality audits and trend analysis on Sahara calls.Also, identified training needs through monitoring results. - Led the "Background Check Verification" project, coordinating with legal background check authorities to resolve queries and maintaining documentation for legal case issues concerning partners.
- Led a project on resolving Vault escalations, specifically addressing payment-related issues. Responsibilities included updating partner Vaults and ensuring the delivery of missing payments.
- Achieved 3rd place nationally in the Transcend Campaign, a two-month initiative recognizing top performers across India.
Greenlight Expert
Uber Systems India Pvt Ltd
Pune
11.2018 - 10.2019
- Contributed to all the GL operations like enquiry, training, Driver Support, New Product Launch Tasks, Administration within GL.
- Handled operation and supported states like Maharashtra, Gujrat, Madhya Pradesh.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solution. - Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Responsible to re-check all on-boarded accounts on regular basis like vault details match, vehicle number, and vehicle model number. Re-check to make sure we are sharing 100% accurate details with our drivers.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Education
MTech - VLSI Design
Yeshwantrao Chavan College of Engineering
Nagpur 08.2014 - 06.2016
B.E - Electronics & Telecommunication
G.H Raisoni Institue of Engg & Technology
Nagpur 09.2009 - 06.2013
Skills
- Leadership and teamwork
- Microsoft Office proficiency
- Analytical thinking
- Process optimization
- Problem-solving skills
- Organizational abilities
- Cultural awareness
- Effective communication
Summary
Experienced Operations Specialist with over 6 years dedicated to developing solutions that drive customer satisfaction. Proven track record in increasing revenue, optimizing processes, and fostering business growth in fluctuating markets. Expertise in problem-solving and ensuring accuracy in metrics and reporting.