Summary
Overview
Work History
Education
Skills
Achievements
Language
Hobbies and Interests
Timeline
Generic

Syed Mubashir

Hyderabad

Summary

Risk and Compliance Specialist II at Uber with strong project management and analytical skills. Led AI-driven initiatives that significantly reduced resolution times and enhanced customer support. Expertise in stakeholder management and relationship building to drive actionable insights and improve operational efficiency.

Overview

11
11
years of professional experience

Work History

Risk and Compliance Specialist II

Uber
12.2024 - Current
  • AI Decision Framework Design – Project Phoenix: Spearheaded the foundational design for Project Phoenix, defining pre-decision structures, parameter rules, and edge case logic to guide AI in delivering one-touch customer resolutions, drastically reducing agent involvement and user wait times.
  • Automation Tool Testing & Optimization – Scout (Bliss AI): Led the functional testing and insight generation for Scout, an AI-powered automation tool, identifying decision gaps, and enhancing performance to ensure scalable and accurate customer support automation.
  • Policy Structuring & Operational Insights: Contributed to the refinement of 14 Uber support policies by translating complex workflows into structured, machine-readable logic, ensuring alignment between policy intent and AI-driven support outcomes.
  • Insights-Driven Workflow Design: Delivered detailed analysis of support flows and automation performance to shape smarter AI decision-making; helped reduce resolution time, manual escalations, and overall support costs.
  • Cross-Functional Triage & Collaboration: Managed the triage of insights from Business Process Outsourcing (BPO) and Center of Excellence (COE) agents, prioritizing high-impact cases, and feeding critical data into automation and product teams.
  • Mentorship and Training Enablement: Mentored and trained over 10 Flexing agents to effectively understand and work with AI-powered tools, boosting process consistency, agent readiness, and first-time resolution accuracy.
  • Strategic Feedback Loop Creation: Built feedback loops between frontline support, policy teams, and AI developers, enabling continuous learning and refinement of decision trees and automated responses.

Service Team Analyst II - ROI

Uber
08.2022 - Current
  • Drive analysis on projects ( New Product Launch) across US&C to improve customer support operations and customer experience of our customers.
  • Identified and resolved problems through root cause analysis and research.
  • Build dashboards that answer needs of our internal stakeholders - take advantage of the wealth of data we have at our fingertips to help stakeholders manage and improve our operations.
  • Develop strategic insights, and present them in a compelling way to enable smart and sustainable business decisions.
  • Create actionable insights, dashboarding, KPIs monitoring and process improvements, under a highly regulated environment.

Risk Investigator I

Uber
11.2021 - 07.2022
  • Used queries to pull up accounts with similar behavioral patterns to understand modus operandi of fraud.
  • Executed analysis of risks and identified risk mitigation strategies.
  • Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Summarized all key information regarding investigation into detailed report for delivery to client.

KEY ACCOUNT ENGINEER

Dutco Tennant
01.2015 - 02.2021
  • Established reliable, cost-effective supply sources to support full production of Architectural & Finishing product lines.
  • Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
  • Attended trade shows and seminars to promote products and network with industry contacts.
  • Improved team productivity by providing technical guidance and mentoring junior engineers.

Education

B. Tech - Civil Engineer

JNTUH
HYDERABAD, India

Skills

Stakeholder management

Project management

Critical analysis skills

Test automation expertise

Microsoft Office and Google Suite proficiency

SQL fundamentals

Decision-making skills

Conflict management

Building relationships

Team collaboration skills

Communication effectiveness

Root cause identification

Achievements

  • Finance Board at Equal at ERG| Jun 2024 till Dec 2024
  • Hosted for GPS RnR
  • Team member of Delta Squad
  • Selected as part of the HYD Cultural Crew team, where we organize events like the Year-End Party and in-office events

Language

Hobbies and Interests

  • Swimming
  • Jogging

Timeline

Risk and Compliance Specialist II

Uber
12.2024 - Current

Service Team Analyst II - ROI

Uber
08.2022 - Current

Risk Investigator I

Uber
11.2021 - 07.2022

KEY ACCOUNT ENGINEER

Dutco Tennant
01.2015 - 02.2021

B. Tech - Civil Engineer

JNTUH

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Syed Mubashir