Vaishnavi Chalpe

Customer Insights & Advocacy Team

• Data Analysis and Insights: Conduct root cause analysis to reduce defect rates of tickets raised by drivers and riders, identifying patterns and providing deep-dive insights to stakeholders. Collaborate with APAC Customer Insights and CommOps Strategy & Planning teams to support key programs and initiatives.
• Dashboarding and Query Support: Assist stakeholders, SMEs, team leads, and managers with queries and dashboards using Google Sheets, SQL, and dash builder tools, facilitating informed decision-making.
• Ticket Volume Management: Proactively identify opportunities to reduce ticket inflow volume by analyzing data and providing strategic recommendations to stakeholders, contributing to operational efficiency improvements.
• Cross-Functional Collaboration: Partner with stakeholders across various lines of business to identify opportunities and collaborate on proof-of-concept activities, driving innovation and process enhancements.

Platform Insights Team

• User Experience Enhancement: Utilized app reviews analysis to identify areas for process improvement, resulting in enhanced user experience and
• Workflow Optimization: Assigned daily tasks and adjusted targets for operators based on backlog assessment, optimizing workflow efficiency and resource
• Documentation and Reporting: Compiled end-of-day (EOD) reports for the team, ensuring comprehensive documentation of daily activities and progress to facilitate informed decision-making.
• Team Support and Training: Provided guidance and support to new team members, facilitating their integration into the workflow. Conducted process knowledge trainings to ensure proficiency and alignment with operational
• Process Analysis and Enhancement: Conducted in-depth analysis of process gaps and developed data tables to drive enhancements and streamline operations effectively, contributing to overall operational efficiency.

Google Maps High Touch Operation Team

• Business Strategy Development: Developed and implemented business strategies to drive improvements and integrations on Google Maps, ensuring alignment with project objectives and market competition standards.
• Reporting and Analysis: Compiled and submitted comprehensive weekly, monthly, and yearly reports analyzing improvements and various integrations on Google Maps. Utilized data insights to inform decision-making and drive continuous improvement initiatives.
• Tool Management and Enhancement: Utilized proprietary software to edit and maintain Google Maps, focusing on enhancing process efficiency through tool enhancements and metric tracking. Contributed to product-specific policy improvements and user experience enhancements to optimize overall functionality.
• Client Management: Managed client interactions, resolving queries and escalations to ensure heightened customer satisfaction levels and maintain positive relationships.
• Product Enhancement: Contributed to product enhancement efforts, aligning with market competition standards to ensure Google Maps' continued relevance and effectiveness in meeting user needs.

Google Maps High Touch Operations Team

• Operations Management: Assign daily work and adjust targets for operators based on backlogs, ensuring optimal workflow efficiency and resource utilization.
• Training and Development: Train new team members and management on the RMI process, facilitating their integration into the team and ensuring alignment with operational standards.
• Report Generation: Build reports based on client requirements, manage report processing and review. Create weekly/monthly dashboard reports and prepare daily status reports, weekly reports, and monthly reports to provide timely insights to stakeholders.
• Quality Assurance: Responsible for providing the best quality maps for better navigation, ensuring accuracy and consistency through rigorous verification processes, including calls to Google My Business (GMB).