Soujanya Saha

Current Team (L4+): High-Priority Escalations & Risk Mitigation (2023 - Present) - India, Sri Lanka and Bangladesh

• Elite Process Handling: Managing high-priority safety and non-safety escalations, ensuring brand safety and customer trust.
• Fraud Investigation & Risk Analysis: Led an impactful fraud mitigation project, identifying Green Screen Fraud, collaborating with legal teams to remove fraudulent apps from online platforms.
• Stakeholder Engagement: Handling high-profile cases and collaborating with legal, product, and operations teams to implement long-term safety and non-safety solutions.
• Data-Driven Insights & Policy Enhancement: Conducting weekly deep-dive analyses to identify root causes of SLA breaches, optimize response efficiency, and mitigate external dependencies. Additionally, leading in-depth investigations on consumer forum cases to uncover recurring issues, assess policy effectiveness, and drive strategic improvements in the rider and driver support frameworks.
• Currently working as a POC for Bangladesh safety and non-safety escalations
• Collaborated with my Team Lead on the Accident Hotspot project to introduce accident-prone zone notifications to the riders

Previous Role: Regions worked for India, Sri Lanka and Bangladesh

• Premium Customer Support: Managed high-impact rider and driver escalations,ensuring top-tier service resolution for executive-level concerns.
• Process Optimisation: Developed automated process tracking tools, streamlining case handling efficiency and improving customer satisfaction scores (CSAT).
• Mentorship & Leadership: Trained new team members, conducted 1:1 case discussions, and provided insights to stakeholders for process improvements.

Previous Roles: Uber Eats and Risk Investigator (National Audits Team)

• Fraud Detection & Operational Compliance: Investigated fraudulent patterns,preventing security breaches in driver-partner applications for the US, Canada, Australia, and New Zealand.
• Crisis Management & Emergency Support: Played a key role in COVID-19 relief initiatives, ensuring timely payments to impacted driver-partners and facilitating business continuity for 250+ restaurants.
• Process Automation: Designed an AI-driven process update system to consolidate workflow clarifications, reducing operational inefficiencies and saving production time.
• Customer Support: Worked in the Uber Eats Team and provided support to India,Sri Lanka and Bangladesh regions.

• Complex Case Handling: Managed pre- and post-order premium customer escalations for Amazon Global Store via Phone, Chat, and Email.
• Cross-Functional Support: Provided insights on high-risk concession abuse cases, contributing to policy enforcement.
• Process Optimisation: Assisted in data-driven decision-making for fraud detection teams.

• Facilitated pre-sales and post-sales processes to enhance customer onboarding and support experience.