Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Tarun Kumar

Tarun Kumar

New Delhi,DL

Summary

Results-driven Operations Specialist with over three years of experience in customer support, team leadership, and business insights. Expertise in managing escalations, conducting root cause analysis (RCA), and implementing data-driven strategies to enhance customer satisfaction (CSAT), average handling time (AHT), and key performance indicators (KPIs). Proficient in Excel and Google Workspace, consistently recognized for boosting operational efficiency and fostering a culture of continuous improvement. Committed to delivering exceptional service while driving organizational success through innovative solutions.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

Green Light Expert- II (In-Person)

Uber India System Private Limited
12.2024 - Current
  • Improved CSAT from 04.10 to 04.65 in the last 4 months.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively. Improved productivity by 60% to 75% at the agent level.
  • Reduced the repeat walk-ins by 20% in the last 5 to 6 months.
  • De-escalate the situations or queries related to the driver or agent's end.
  • De-escalate the LE cases, or suggest to them to follow the 94 BNSS notice.
  • Quick decision-maker in edge cases. Such as driver's strikes, or driver individual escalations.
  • Increased customer satisfaction by ensuring timely resolutions and adherence to high-quality standards. Improved resurrection by 15% to 20% in the last 5 to 6 months.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Green Light Expert-II (Winback)

Uber India System Private System
08.2022 - 11.2024
  • Led a 60+ member team handling inbound/outbound support for churned drivers, achieving a 32% resurrection increase in one year.
  • Uber POC for TLP and Startek company for improving and monitoring the resurrection matrices.
  • Improved QA compliance by 40% via audits, feedback loops, and targeted training.
  • Created a sales pitch and SOPs for improving the retention for hard churn.
  • Planned for low shrinkage, breaks arrangements, and produces high productivity at the agent level.


Green Light Expert-I

Uber India System Private Limited
07.2018 - 08.2022


  • Produce the new supply on the Uber platform.
  • Trained the Maruti executives and team leads via Samaj for improving supply for hatchback cars.
  • Monitoring the vendors for providing extra facilities.
  • Created new fleet partners, cascaded plans, and benefits.
  • Managed multiple events with Maruti.| Hyundai | Go - Mechanic.


Education

Senior Secondary -

New Delhi
04.2014 - 01.2016

Secondary -

PT Yad Ram Secondary Public School
New Delhi, India
01.2013 - 01.2014

Skills

Advanced Excel

Interests

Intracting with new comers

Singing Dancing

Love to work under pressure

Timeline

Green Light Expert- II (In-Person)

Uber India System Private Limited
12.2024 - Current

Green Light Expert-II (Winback)

Uber India System Private System
08.2022 - 11.2024

Green Light Expert-I

Uber India System Private Limited
07.2018 - 08.2022

Senior Secondary -

04.2014 - 01.2016

Secondary -

PT Yad Ram Secondary Public School
01.2013 - 01.2014

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Tarun Kumar