Shashi Shekhar Singh
Vendor Management Specialist
Gurgaon
Summary
6+ years of experience in service delivery, vendor governance & customer experience. Led various business impacting process improvements & proactive solutions initiatives. Have an extended experience in operations, risk & compliance, stakeholder management, people & project management backed with analytical ability and zeal to learn and excel.
Overview
6
6
years of professional experience
Work History
Vendor Management Specialist
Uber India
11.2021 - Current
- Manage Australia and New Zealand along support network with ~500 FTEs across 4 supports sites in India & Philippines
- Formerly managed InSA Safety network groups based out of India & South Korea and Hong Kong network groups based out of Malaysia
- Active collaboration with various cross functional teams (ex: WFM, L&D, QA etc.) to develop business strategies in an effort to deliver excellent customer experience while driving service delivery across the BPO networks
- Driving operational compliance, risk management & process improvements through business reviews, outage mitigation & quality RCAs
- Initiated different quality and efficiency processes/workflows that helped drive Quality, CSAT, AHT, automation rate etc.
- Leading projects on regional level ensuring seamless execution
- Managing internal and external stakeholders efficiently by understanding the requirements and delivering the best possible outcomes
- Providing thought to leadership on future implementations, calling out potential risks and blockers and finding possible solutions
- Partnering with vendors on the changing demands of the business and guiding them to ensure best results
- Suggesting changes in the process based on vendor feedback to improve policies & enhance customer experience
- Launching new businesses with Vendors by judging their performance capabilities and making the best choice for best customer experience
Team Leader - Global Fraud Prevention Services (MFI)
Uber India
11.2019 - 10.2021
- Leading a team of 25 operations specialists on Fraud & Compliance streams for US&C marketplace for Uber Rides
- Led the India ASR Team for Rider Risk Support
- Piloted 12 key US&C Rides processes, defining business & agent metrics from scratch
- Co-worked with stakeholders to streamline the queue management on Sherlock process, defined metrics for tracking the queue health
- Led the NoSAT project for Risk Support which is the APAC north star metric, with an improvement for 13.6% on the NoSATs
- Onboarded 30+ nUber for SPOT Compliance team in a span of 8 weeks, managed their training/nesting programs to get them ready for production standards.
Subject Matter Expert - IRT Eats
Uber India
01.2019 - 09.2019
- Conduct data mining & trend analysis on incoming volumes and quality metrics to provide any recommendations which help streamline and make the process more efficient
- Monitor daily volumes, run weekly deep checks to understand agent improvement opportunities and conduct feedback sessions with the team to help them achieve performance metrics
- Collaborate with stakeholders in successfully implementing process improvement projects.
Community Operations Specialist
10.2017 - 12.2018
- Responsible to monitor and resolve safety/crisis related incidents on any Uber platform and ensuring optimal customer satisfaction
- Handle complex escalations/incorrectly handled issues from Uber's rider & driver community over email and help mitigate any privacy or security risks that may arise.
Education
Bachelor of Arts - Political Science
University of Delhi
04.2001 -
Skills
Vendor Management
Stakeholder Management
People Management
Six Sigma Trained
HPMT Certified under COPC
Project Management
Process Improvement
SQL & Data Analysis
Strategic Thinking
Projects
- ANZ Peer Feedback Workflow: The objective is to have a structured & systematic feedback loop process among the BPO sites supporting ANZ market to address the agent mishandled. Created the process flow, escalation tool & launched the stream across 6 BPO sites supporting the ANZ business. 62% reduction in the overall mishandle rate across the ANZ BPO sites.
- InSA Safety Footprint Optimisation: Spearheaded a transition of a new site to Uber's network for InSA business, focused towards cost savings in line with Uber's goal of 'find the money'. Ramped up the site from scratch, provided the necessary workflow support along with the expectations on the business & its output in colloboration with multiple cross functional teams within CommOps. Annualised cost benefit of 60K USD for Safety LOBs.
- BPO Footprint Optimization - South Korea: Optimised our BPO footprint for the South Korea business to have a fine tuned financial structure with an enhanced customer delight. Consolidated the entire support to a single network site & sunset 2 BPO sites while ensuring no impact on business delivery. Cost benefits with 500K USD in annualised savings.
Timeline
Vendor Management Specialist
Uber India
11.2021 - Current
Team Leader - Global Fraud Prevention Services (MFI)
Uber India
11.2019 - 10.2021
Subject Matter Expert - IRT Eats
Uber India
01.2019 - 09.2019
Community Operations Specialist
10.2017 - 12.2018
Bachelor of Arts - Political Science
University of Delhi
04.2001 -