Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Tools
Timeline
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Tinu Sharma

Tinu Sharma

Quality Specialist II
Hyderabad

Summary

Results-driven Service Quality Specialist with over 7 years of experience in Customer Service, Operations, and Quality Management, and prior expertise as a Risk and Compliance Specialist. Proven track record in conducting in-depth audits, identifying process gaps, and implementing corrective actions that enhance service quality and operational efficiency. Skilled in risk mitigation, resolving complex customer issues, and ensuring regulatory compliance. Adept at leveraging data-driven insights to drive continuous improvements, streamline workflows, and boost customer satisfaction. Recognized for delivering measurable results, fostering operational excellence, and contributing to long-term organizational success.

Overview

7
7
years of professional experience

Work History

Service Quality Specialist

Uber
Hyderabad
04.2024 - Current
  • Quality Auditor - Conducted internal audits to ensure compliance with quality standards and procedures, identifying areas for improvement and ensuring adherence to best practices.
  • Root Cause Analysis - Analyzed customer complaints, identified root causes of recurring issues, and implemented corrective action plans to improve service quality and operational efficiency.
  • Training and Development - Facilitated training sessions for staff on quality assurance procedures and policies, enhancing team knowledge and ensuring consistent quality service delivery.
  • Reporting and Insights - Developed and presented data-driven insights through custom dashboards, enabling stakeholders to make informed decisions that enhanced operational efficiency and customer satisfaction.
  • Global Outreach - Collaborated with regional and global teams to standardize quality processes, ensuring consistency in service delivery and driving alignment with organizational goals across diverse markets.

Risk and Compliance Specialist

Uber
Hyderabad
04.2023 - 03.2024
  • ATO Management - Spearheaded efforts to manage and resolve Account Takeover (ATO) cases, ensuring account security and protection of customer data
  • Account Recovery - Promptly resolved compromised account issues, restoring user access efficiently while safeguarding platform integrity and security.
  • Unauthorized Charges Resolution - Investigated and resolved user claims of unauthorized charges, reinforcing trust in the Uber brand and enhancing customer satisfaction.
  • Risk Management Strategy Development - Developed and implemented risk management strategies, identifying and mitigating potential quality and compliance issues to minimize operational risks.

Airport Operations and Customer Service Executive

Indigo Airlines
Bhubaneswar
08.2017 - 01.2023
  • Passenger Assistance - Provided high-level passenger assistance while maintaining strict adherence to BCAS and DGCA audit requirements
  • Airport Security Management - Managed airport security processes, including passenger screening and baggage handling, ensuring aviation safety
  • Aviation Operations Coordination - Collaborated with Ground Handling Agencies to ensure seamless aviation operations and customer service
  • Safety and Security Oversight - Conducted safety briefings and led investigations into security incidents, including pilferage cases
  • Team Training and SOP Development - Led training for 20- staff members, developing and implementing SOPs that standardized regular tasks and improved operational efficiency

Education

M.Sc - Mathematics

Institute of Technology And Research
05-2019

B.Sc - Mathematics

Municipal College
Rourkela
05-2017

Skills

  • Quality Auditing
  • Risk and Compliance Management
  • Data Analysis
  • Customer Service
  • Operations Management
  • Process Improvement
  • Stakeholder Management
  • Escalation management

Accomplishments

• Awarded "Security Star" (2018-2019) for exemplary safety compliance.

• "Overachiever" in performance appraisals (2019-2020).

• Honored with the "Hawk Eye Star" award in November 2019 for exceptional risk detection.

• Recognized for identifying dummy IEDs during BCAS audits.

• Received multiple "Service from the Heart" tags and numerous customer accolades for outstanding service.

Languages

Hindi    English      Odia         Bengali

Tools

  • Google Workspace (Sheets, Docs, Slides)
  • Jira
  • Investigation WorkBench
  • Bliss
  • Sprinklr
  • NICE
  • Looker Studio

Timeline

Service Quality Specialist

Uber
04.2024 - Current

Risk and Compliance Specialist

Uber
04.2023 - 03.2024

Airport Operations and Customer Service Executive

Indigo Airlines
08.2017 - 01.2023

M.Sc - Mathematics

Institute of Technology And Research

B.Sc - Mathematics

Municipal College

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Tinu SharmaQuality Specialist II